Disconnect

Hello @BTCare,

Thanks for offering to sort this out. Overnight on Tues/Wed my landline 0191 581 2373 was disconnected. Apparently I hadn’t paid the bill.

I have recently moved from another property at 0191 513 0339 where I have been paying by direct debit. Naturally I assumed that the direct debit would continue. Clearly it didn’t. No-one told me it wouldn’t or asked me to set up a new one.

So, mistakes can be made. As soon as I realised, early on Wed morning, I asked for a reconnection. I made sure the operator knew that I don’t use the phone and that I only use the line for Adsl broadband. I was assured that the line would be reinstated on Friday, yesterday. I immediately paid all outstanding money and created a direct debit.

So I have no Internet and the only email is this account and my phone. Frustrating, but 3 days isn’t too bad and anyway one needs to have clean breaks once in a while, right?

On Friday I began to wonder whether I needed to reset my router or do something else to reinstate my broadband. Telephoning Zen, my provider, they say there is no service on the line. BT then tell me I have a new number 0191 581 9725 and that my Internet is nothing to do with them.

1. How is reinstating a service, which is what I ordered and was promised, the same thing as cancelling it completely and opening a new service on a new number?

2. A BT engineer will have to visit the exchange in Seaham (I am told) to enable ADSL on that new number. That will take approx 10 days from the date of order which was Friday, and at a cost to me of £40.

3. If my previous service had been reconnected, the ADSL facility pn that line would still be enabled. How is it possible for BT to have to “reallocate that [old] number to the pool” when I rang at 8am on the same morning of disconnection?

4. Enabling ADSL on this new number also means new connection details, account and passwords from my internet provider. The network will need reinstalling with the new account details. That will entail either an expensive home visit by a technician, or equally expensive technical support calls for help to do it myself. Installing a wireless network is neither simple or straightforward.

5. I do not wish to hear from your representatives that my Internet connection is not your problem nor your responsibility. It is your responsibility to provide the service on which my Internet depends. That includes enabling whatever needs to be done to allow my Internet provider to create the service. Telling me that “you don’t complain to Tesco about something you bought at ASDA” is patronising at best, but also ignores that I am complaining to BT about the very poor service I have been given by BT.

6. Notwithstanding the long queues on the lines due presumably to current weather conditions, there appears to be no customer complaints department or manager to speak to at BT. Staff clearly not trained to handle complaints cause increased frustration with your service, and frankly should not be expected to deal with major cock-ups like this. The representative yesterday became bullish and added incorrect information to a case about which they had scant knowledge. No-one with complaints responsibility was available to speak to me yesterday.

7. Someone operating The Twitter account @BTCarehas @ replied to my account @brendadadaand this mail is in response to that request for more information.

Will also copy this for personal reference to my blog. The link will be http://www.thephotographypages.co.uk
Please feel free to comment or respond there.

Alternatively, please contact me via Twitter.

Many thanks,
Brenda Burrell

Sent from my iPhone

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And in other news, a Gum Bichromate course at Photofusion in Brixton today and the journey is breathtakingly beautiful, the country softly blanketed. All is quiet out there, no football matches or shopping crowds.

More soon.

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