Sit down, dear listener, and I will tell you the sad tale of my ADSL connection.
I called BT three weeks ago to get the billing name changed on our phone line, as the person who paid the bill (my ex-flatmate) moved out. According to BT, that meant completely cancelling everything and re-provisioning it. Sure, whatever floats your boat, I said. They said my free answering machine service would get re-initialised, and I said fine. They didn’t mention ADSL at all. I assumed it was all separate – after all, I’d bought it from (and was billed by) a totally different company.
Three weeks later, my ADSL connection dies. I don’t relate this back to changing my billing details at all, so I call my ISP’s faults people. They take three days to investigate, and then tell me my line has been cancelled by BT. This means that the only way I can get it back is to be reconnected from scratch – which costs £64, and takes 7 days!
I call BT customer service to complain. My call is taken by a rather insolent man who tells me he is sorry (but doesn’t sound it) but can do absolutely nothing to rectify the situation apart from send a reprimand to the manager of the guy who handled my name change. His excuse for this is that he is in BT Retail, the people who handle voice accounts, and they can’t talk to BT Wholesale, the people who provide the ADSL and speed things up. This is because BT Retail provide their own broadband service and so are in competition with my ISP. This means they aren’t allowed to have any contact with BT Wholesale whatsoever, because BT Wholesale is supposed to be ISP-neutral!
So, they can cancel my ADSL without telling me, but they can’t re-provision it.
This is completely unacceptable. I don’t need to say that in future I will do everything humanly possible to avoid purchasing services from BT again. If anyone can recommend better companies who provide phone service (and which allow me to have ADSL on the line as well), then please add a comment.