Feeds

BTopenwoe in the dock

Customer service - they've heard of it

  • alert
  • submit to reddit

Security for virtualized datacentres

Tony Holdstock works for Dial Solutions Ltd - a Leeds-based software development company.

Here he recounts his failed attempts to get BTopenwoe to install ADSL. El Reg receives stories like this every week. However, Tony's stood out as yet another example of BT failing to deliver.

I recently ordered an ADSL line and modem from BT Openworld. A new line was needed as (for reasons which may become apparent) my normal phone service is with NTL.

The engineer arrived to install the line two days before the letter making an appointment for this.

The letter was accompanied by a bill for installation and for a year's ADSL service. I queried this, saying that it is not normal practice to pay until the service has been provided. The billing date was delayed by a month.

Openworld asked me for a username and password. I then received a 'welcome pack' which included the wrong password and a statement that the username had been sent separately. It had not.

Yesterday, another engineer arrived with the ADSL modem. His first job was to test the line. This failed the Woosh test, which looks for a noise level less than 45 Db. The brand new line tested at 46Db. The engineer checked the distance to the exchange. At 2.8 km this is well inside the 3.5 km limit. He then checked the noise levels on other lines in the neighbourhood and swapped my line with another, which gave a better reading. Unfortunately, when he repeated the Woosh test, it tested at 45.5 Db. He was therefore unable to install the ADSL service.

This morning I have spent one-and-a-half hours fighting the BT Openworld and BT bureaucracies. Each claimed that the other was responsible, and that not only could they not deal with me direct, but that they would not communicate with each other about the problem.

(I should, at this point, make it clear that I have no quarrel with the engineers, or with the unfortunate people who take calls on the utterly misnamed help lines - they have, without exception, been pleasant and done their best to help. They are however hamstrung by a system which even 'Byzantine' cannot adequately describe. Helpline assistants appear to be programmed to say 'there is nothing we can do about this'.)

Eventually, by persevering and asking to speak to supervisors, I got through to a BT Business manager, who said "Oh yes, we should be able to fix that. I'll just change the gain balance on the line from 0Db to 3 Db. There, that's done."

I then rang Openworld again, to ask for the engineer to repeat the Woosh test. Oh no, they said, we can't do that. The first test failed, so your order has been cancelled. You'll have to start again.

I asked for confirmation that my company will not be billed for the previous abortive attempts, as the service has not been provided. While everyone is clear that the order has been cancelled, no-one can assure me that we won't receive bills relating to it. Just keep an eye on what comes in, they say.

I live in hopes of an ADSL connection, but in the meantime if anyone knows any pigeon breeders... ®

Providing a secure and efficient Helpdesk

More from The Register

next story
Are you a fat boy? Get to university NOW, you PENNILESS SLACKER
Rotund types paid nearly 20% less than people who didn't eat all the pies
Emma Watson should SHUT UP, all this abuse is HER OWN FAULT
... said an anon coward who we really wish hadn't posted on our website
Japan develops robot CHEERLEADERS which RIDE on BALLS
'Will put smiles on faces worldwide', predicts corporate PR chief
Bruges Booze tubes to pump LOVELY BEER underneath city
Belgian booze pumped from underground
Let it go, Steve: Ballmer bans iPads from his LA Clippers b-ball team
Can you imagine the scene? 'Hey guys, it's your new owner – WTF is that on your desk?'
Amazon: Wish in one hand, Twit in the other – see which one fills first
#AmazonWishList A year's supply of Arran scotch, ta
SLOSH! Cops dethrone suspect - by tipping over portaloo with him inside
Talk about raising a stink and soiling your career
Oz carrier Tiger Air takes terror alerts to new heights
Don't doodle, it might cost you your flight
Oi, London thief. We KNOW what you're doing - our PRECRIME system warned us
Aye, shipmate, it be just like that Minority Report
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Storage capacity and performance optimization at Mizuno USA
Mizuno USA turn to Tegile storage technology to solve both their SAN and backup issues.
The next step in data security
With recent increased privacy concerns and computers becoming more powerful, the chance of hackers being able to crack smaller-sized RSA keys increases.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.