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The nightmare of moving from BT Residential FTTP to BT Business

Openspeed
Member

Having read the journey of Re: Upgraded to BT Business FTTP - lost all IPV6 connectivity , it is clear that this process is in desperate need of refinement and further training as I find myself suffering similar struggles in getting the move complete, but with slightly different issues on the switch. The same issues which BT Business keep doing and what has been the same in my case is no real awareness of the need to send the BT Business PPPoE username and password to Business users at the point of sale so that if, like me and many others, they plan to use third party hardware, it's essential to have these upfront. However, it seems as though my switch has been different from the OP in the aforementioned post in thar my service was never really moved from Residential and I didn't realise until the contract expired and my service abruptly stopped working at midnight on 6th June. I got on to Business Support via WhatsApp assuming that the PPPoE username and password simply needed to be swapped but after doing so, and even restarting my router... nothing. Delving into the router logs via SSH and I find a myriad of messages relating to "Timeout waiting for PADO packets". The BT Business Hub frustratingly syncs and works fine so I've temporarily connected that to the secondary WAN port so I've got some connection, but nearly 2 hours on the phone to support earlier yielded only a support agent totally out of her depth refusing to escalate. I had to resort to terminating the call after being told that the only way to get the issue fixed was to escalate to the paid for EITS service as they were the only ones who could help. Another hour on the phone to them stumped them as well, and I'm still sat in a position of the line likely having been orphaned by Residential at the end of the contract, but no valid PPPoE response coming from Business as the move hasn't been setup or completed properly. This ought to be something which BT can have a second line or escalation without the need to pay for it, but frustration has meant I've had to engage that team and will need to sort via a complaint later. I thought that the decision to earlier onshore support services was made to avoid this kind of poor support and yet despite pointing out the fact that the same ONT, into the same router, worked for four years without a hitch, the agent was useless and obstinate. 

 

BT really needs to get this right. Some customers, especially those on Business, are likely to know more than some of their agents and if I've got logs my side showing you're failing to give a PADO response, it's clearly you and not me. I have no idea if this forum works or will get some visibility on this, but I've wasted 6 avoidable hours on this over the last three days and I'm bored of it. The guy from the paid for team has said he's going to try and speak to Openreach BT Wholesale today, but unfortunately is the same guy suggesting that a factory reset of my router "might be the only way to solve it". *sigh*

1 ACCEPTED SOLUTION

Accepted Solutions

Openspeed
Member

So thanks to AdamC for getting my complaint reopened again and the manager of the team calling me, another Openreach engineer visit was organised for today. On explaining the same situation to them, the initial engineer I spoke to wasn't sure what was wrong as his colleague had already verified everything from his side. He called through to BT Wholesale to double check that nothing was outstanding for the line to be provisioned and they confirmed everything was good to go. As it later turns out, another Openreach engineer joined the call and asked me to check all the ports on the ONT to plug into my router and amazingly; the Business line had been provisioned to one of the other ports on the ONT; explaining why my Residential line remained active on the same ONT, but a different port for the remainder of the contract. At the point the contract ended, the service bound to that port also terminated, but no-one had advised to check plugging the router, whether third party or otherwise, into a different port on the ONT.

 

I've never been so pleased to see the line "Recv PPPOE Discovery V1T1 PADO session 0x0 length 48" in a log before!

 

The solution therefore is if you have a multi-port ONT and you're moving from Residential to Business or vice versa, check to see whether your service has been provisioned to another port as this might be problem.

View solution in original post

5 REPLIES 5

AdamC
Administrator
Administrator

Hi,

 

I am sorry about this. If you can privately message me I can take the Business details and look to assist.

 

Thank you

 

Adam

I've replied privately with the business details. The case I had with EITS has been closed as "Resolved" with no updates or changes . This is genuinely ridiculous for a business service. I'm happy to try and provide whatever detailed logging is necessary, but I'm still wondering if there needs to be physical changes made to my line, or at the very least software network changes to switch the line itself from Residential to Business since the only time the PPPoE stopped working on my firewall was the same day the Residential contract would've also finished. I don't think this is a coincidence. 

Openspeed
Member

To update publicly on what has happened so far; Adam validated account details, and then reopened the complaint specifying that the complaint needed to be escalated until it's resolved. The same incompetent agent has just called me back and had the audacity to waste another 10 minutes of my time refusing to escalate and telling me it's my fault because I'm using a third party router. 

 

Adam; can we find another way rather than wasting more of my time please since this isn't fair to me when I've proven this to be a network issue.

AdamC
Administrator
Administrator

Hi, I have updated the complaint the and the team will contact you again. I can only apologise for the issues. Thank you, 

Openspeed
Member

So thanks to AdamC for getting my complaint reopened again and the manager of the team calling me, another Openreach engineer visit was organised for today. On explaining the same situation to them, the initial engineer I spoke to wasn't sure what was wrong as his colleague had already verified everything from his side. He called through to BT Wholesale to double check that nothing was outstanding for the line to be provisioned and they confirmed everything was good to go. As it later turns out, another Openreach engineer joined the call and asked me to check all the ports on the ONT to plug into my router and amazingly; the Business line had been provisioned to one of the other ports on the ONT; explaining why my Residential line remained active on the same ONT, but a different port for the remainder of the contract. At the point the contract ended, the service bound to that port also terminated, but no-one had advised to check plugging the router, whether third party or otherwise, into a different port on the ONT.

 

I've never been so pleased to see the line "Recv PPPOE Discovery V1T1 PADO session 0x0 length 48" in a log before!

 

The solution therefore is if you have a multi-port ONT and you're moving from Residential to Business or vice versa, check to see whether your service has been provisioned to another port as this might be problem.