Complete broadband outage

Hi All,
I'm looking for advice from anyone that has had a similar problem. My broadband went down last Thursday morning, after calling the BT helpdesk they informed me there had been an outage in my area that would be resolved on Friday morning.
Friday morning came and went and I still wan't reconnected. After another 30-40 minute call to the helpdesk I was told that there was still an issue with my line and that they would contact the technicians to inform them of the issue. I was then told I would recieve a call within 48 hours to inform me of their progress on resolving this issue.
48 hours came and went with no one calling me, I phoned the helpdesk again on Sunday evening, this call took an hour and I was basically told that I would have to wait another three days for the issue to be fixed...
The questions I have for the forums are:
1) Is there a number for someone in the UK that I can raise an official complaint to. This issue has been poorly handled by the Indian support teams.
2) Can I claim compenstaion for this outage? I will have been without broadband at home for a week if this issues gets fixed within the timescale I've been told.
Thanks,
Adam.

does your phone work?
are there any problems listed here http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
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Total broadband outage in 0208 area

Awoke this morning to find total broadband outage.
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Anyone else in London area have this?
I've had to purchase £10 from mobile broadband dongle 3 Connect. BT should compensate for this. It's "Total" Broadband.
And this is one of many, many, many problems I've had with BT since starting with them only 6 months ago.
I will never use BT again.

It seems to be working now.
Noddycat, I'm in Barnet - a way away from you, hope yours get sorted soon.
r1sh12 - it's funny I couldn't see a reference to this problem when they told me on the phone it was affecting lots of people
JacobB - thanks for the link. Maybe it's this one: Thu 01/07/2010 at 08am Ongoing Recent Connection Problems.
Thanks everyone
It seems to be working now.
Noddycat, I'm in Barnet - a way away from you, hope yours get sorted soon.
r1sh12 - it's funny I couldn't see a reference to this problem when they told me on the phone it was affecting lots of people
JacobB - thanks for the link. Maybe it's this one: Thu 01/07/2010 at 08am Ongoing Recent Connection Problems.
Thanks everyone

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Hi Kblokey
sorry to hear of all the problems you have been having, send us an email to [email protected] with your relevant account details and a link to this thread and we shall chase this for you.
cheers
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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Programmed outages?

I posted this on 4th Jan 2011
still no answer
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see
http://community.bt.com/t5/BB-in-Home/planned-BB-outages/m-p/95793

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If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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Hello Gtdane,
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Frustration with BT

Where do I start:
I wanted to change from a cable supplier due to forever having broadband outages at the most inconvienient of times.
So after seeing the Infinity ad an Order was placed Thu 30 Jun 2011
BT Home Hub 3.0 Black, BT Infinity Home Hub 3.0 Welcome Pack Delivered: 15 July 2011
Telephone connection and Broadband - BT Infinity Option 2 installation: Tue 19 July 2011
Activation date: Tue 19 July 2011
Monday 18 July 2011
21:50 BT send Out Text Message to mobile phone stating “engineers would be out tomorrow morning”
Tue 19 July 2011
BT Openreach engineer turned up to install BT Infinity; he has to wait for phone line engineer to do his work.
30 Mins later Phone Line engineer arrives to sort out phone line.
Conclusion after tests was that at some stage in the past, ground works carried out on a pavement a few houses away which may have broken the cable.
Wed 20 July 2011
Engineer arrives and carries out cable break location. Area identified and marked.
Fri 29 July 2011
BT contacted I am informed that work would be done on Mon 1 Aug 2011 and by the end of the day everything would be working.
Mon 1 Aug 2011
BT contacted I am informed that work would be done on Tue 2 Aug 2011 and by the end of the day everything would be working.
Tue 2 Aug 2011
Bt contacted I am informed that work would be done on Tue 2 Aug 2011 and by the end of the day everything would be working.
14:00 hrs. BT contacted I am informed that the job had been signed off as completed. Finally told that after chasing up that work would be done on Tue 2 Aug 2011 and by the end of the day everything would be working.
Wed 3 Aug 2011
Am: Ground workers arrive to dig and locate break. New conduit fitted.
Pm: Cable engineer arrives installs new cable. Establishes connection and carries out porting of old number across.
No sign of Broadband engineer.
Thu 4 Aug 2011
I am now in the situation of having my original phone line and now a BT phone line both of which share the same phone number.
Am:       BT contacted   Asked if someone could find out what was going on.
                BT Call me back. Due to how long it has taken to do linework Porting of the Telephone number has timed out with previous supplier. BT has to re-apply to have number ported this will take 4 days.
Now have been told line will be sorted on Mon 8 Aug 2011 and once that has been established then an appointment with openreach for Infinity install and activation will be arranged.
As one can see there seems to be just a lack of monitoring the job. A total lack of notifying the customer what was going on. If I had not kept chasing I would still have no line fitted. Then again I have a line fitted that does jack.
So what do we have:
Lack of communication    This is the company that takes pride in providing the communications for London 2012 Olympics. A rapid learning curve - talk to your customers

In this case I think the best solution would be to contact the mods, you can do that by following this link: http://bt.custhelp.com/app/contact_email/c/4951
I can see that you've obviously been kicked beetween pillar and post with this situation, and I've never seen it before. Anyhow by following that link you'll be able to send an e-mail to the Moderator team on this forum who have an excellent rating for getting problems sorted.
Regards Edd
Check your Line
BT Speedtester

How do I get BT to honour its offer?

Hi.
I've just tried to order BT BB and a hub phone for the reduced price of £39.99, as quoted in the section 'The Legal Stuff' here (Scroll down to see it).
http://www.productsandservices.bt.com/consumerProducts/displayCategory.do?categoryId=CON-TOTAL-BB-R1
It's mentioned in two places on that page - the third sentence and further down under 'BT Home Hub'. Here is the transcript of my conversation with BT over the chat service (I've removed the actual names).
How can I get this sorted?
We are now routing you to one of our chat team...
All the chat team are currently assisting others. Your estimated wait time is 0 minutes and 34 seconds. Thanks for your patience.
You are now connected with BT
BT: Welcome to BT, the most complete broadband provider. My name is BT.
BT: Can I please have your BT Telephone number & Post Code & House Number to check Broadband availability?
Me: Hi. I am in te process of ordering Broadband option 1 on your website - your Autumn deal. Your site says (in 'The Legal Stuff') "Featured handset £39.99 with Option 1 and 2, included with Option 3. There are some phones mentioned during the ordering process but the hub phone is not one. How do I order it at the same time and get it at a lower price?
Me: Tel XXXXXXX YYYYYYY
BT: I see, you want the hub phone?
Me: Yes I want to order a hub phone at the same time as the BB package but I can't see how to. I'm right at the end of the ordering process now.
BT: There is no option to do it on the order form at the moment
BT: But you can do it via bt shop online
BT: Also you dont need the hub phone to be able to make use of broadband talk
BT: As you can use any phone with the hub
Me: But if I do it that way, it will cost me £68
BT: Yes use to be able to add it via the order form but has been taken out as it comes free with only option 3 broadbandf
Me: But your site says I can have it for £39.99. You can't just ignore that.
BT: Can I please get the web page for that
Me: Here it is. Scroll down - its in the para titled 'BT Home Hub'
Me: http://www.productsandservices.bt.com/consumerProducts/displayCategory.do?categoryId=CON-TOTAL-BB-R1
Me: Actually its mentioned also in the second sentence of the first paragraph
Me: Sorry, third sentence.
BT: Sorry one moment please
BT: Yes just seen that Me and was speak to one of the managers about it, its an error that hasnt been corrected as the handset is £69.99 not £39.99
BT: Sorry about that
BT: Not all part of the site has been changed
Me: Hmmm. So you have a statement in your 'Legal Stuff' section and you're not going to honour it? Surely that's part of my contract with you?
BT: I would transfer you to the manager
Please wait while I transfer the chat to Manager.
You are now connected with Manager
Manager: Hi Me
Me: Hi
Manager: I understand that there is an error on the website, I completely apologise for it
Manager: But we are unable to give you the Hub Phone for £39.99, we simply do not have the power to be able to sanction that
Manager: The Hub Phone is available at just under £69.99 on the BT Shop online
Me: THat's a problem. I'm going to suspend my order until I get this sorted. I don't think you can include an offer in your Legal section, surely a part of the contract and just say ' oh, sorry, we're not doing that bit of the contract now'.
Manager:
Click here to view the Hub Phone
Manager: It's not an offer Me, it's simply a 'miss spelling'
Manager: I'm sorry you feel that way
Me: These two statements are a missspelling? :Featured handset £39.99. Requires BT line/similar and payment by Direct Debit. Featured handset £39.99 with Option 1 and 2, included with Option 3.
Manager: Yes, it's wrong and I will be escalating this to ensure it is corrected
Manager: Human mistakes unfortunately
Me: Who can I talk to to try to persuade you you to honour your offer?
Manager: This offer cannot be honoured, It's not an offer Me, it's a mistake on the website and I'm very sorry about that
Me: So you won't get me a contact or even a department to contact?
Manager: You are welcome to speak to 0800 800 150 however I'm not sure you'll be able to get it honoured
Me: OK lets leave it there for now. But just to finish - your website 'The Legal Stuff' section is obviously where BT lays out the agreement between itself and it's customers. You can'simply make that ststement and then say, no sorry, we aren't doing that now. eg you wouldn't suddenly not supply the home hub or charge for it after saying it was free, would you
Manager: I understand where you are coming from however it is unfortunately a human error
Manager: I'm very sorry about
Manager: Enjoy the rest of your day.
Manager: Take care
Thank you for chatting with us
Solved!
Go to Solution.

Thanks Hamish.
Normally I would agree with you but I think the way it's presented is different to an invitation to buy. For example, elsewhere in the 'Legal Stuff' section it covers nill-charges for Direct Debit payments, the fact that the Hub is free for new BB customers, the unlimited evening and weekend qualifying numbers and periods, the fact the unlimited wi-fi is included etc.
If you agreed to take this package, would you accept it if BT didn't actually comply with any of these statements and they simply said, sorry, that was a mistake - we don't actually do that? Surely you would be a bit miffed to say the least. I'm sure you would say, hang on, you can't charge me even though I'm paying by Direct Debit - it should be free - it says so in the legal section.
Well, that's how I view the statement about the cost of the Hub Phone. It's more than an invitation to buy because it's in the legal section. To my mind they're making it part of the purchase contract. I expect to get free evening and weekend calls if I sign up, so I also expect to be able to buy a hub phone for £39.99, because they're both mentioned in the legal section. If that section isn't part of the contract with the customer, why is it called that?
Do you get my point?
Is anyone likely to help me out on this forum, or should I raise a more formal complaint somewhere?
Thanks again.

Changes to login screen not recognized

Hi,
I wonder if anyone can point me in the right direction. Several months ago a colleague made changes to the standard login screen for Oracle BI Answers. The change was a warning notice about a power outage that would shut down our servers in the form of a link on the login screen that brought up a small notice.
The changes were made to the following tags and files similar to below:
logonmessages.xml
<WebMessage name="kmsgAuthenticateRequestedContentRequiresLogon"><HTML>Please enter your ID and password below, and then press Log In button to access reports. There will be a server outage this weekend. More details to follow.<div class="wrn">Network Outages<div class="pppoverlay">There will be a complete power outage affecting the network, where our servers are located, between evening Daylight Time on Friday 13-November-2009 and evening Daylight Time on Sunday 15-November-2009.<br><br>Our servers will be shut down during this period.<br><br>Please accept our apologies for inconvenience.<br><br><div style="float:right;"><em>Technology Team</em></div></div></div></HTML></WebMessage>
logoncontrolmessages.xml
<WebMessage name="kmsgLogonHead"><HTML><title><sawm:messageRef name="kmsgAuthenticatenQuireLogOn"/></title><link href="fmap:logon.css" type="text/css" rel="stylesheet"/><script language="javascript" src="fmap:browserDOM.js"/><script language="javascript" src="fmap:common.js"/><style> .wrn {display:block;float:right;color:#FF0000;} .pppoverlay {display:none;} .wrn:hover .pppoverlay {display:block;border:1px solid;border-color:#3a5a87;background-color:#cfe0f1;padding:10px;width:300px;height:160px;overflow:hidden;position:absolute;top:50%;left:50%;z-index:1;margin-left:-150px;margin-top:-80px;color:#3a5a87;}</style></HTML></WebMessage>
It was a handy way of advising people.
I have tried to replicate this for another planned outage this weekend but despite following instructions could not get the notice link to display.
I have followed guides from:
http://obiee101.blogspot.com/2008/09/obiee-making-custom-log-on-and-log-off.html
http://oraclebizint.wordpress.com/2007/12/11/oracle-bi-ee-101332-customizing-login-screen/
and have tried restarting Oracle Application Server as advised but still can not get the change to display.
Also tried different directories quoted from manual in page 194 and 195 of Oracle Business Intelligence Presentation Services Administration Guide Version 10.1.3.2
Running on Solaris SunOS 5.10
using Oracle Business Intelligence 10.1.3.3.2
I am wondering if I am using the wrong directories completely but have run out of options to try.
Are the served web pages (ie the login screen page) logged anywhere that would indicate which files and directories are being accessed?
I have made backups of the original files with different file names but left those backups in the same directories. Could that be conflicting with the new versions?
Regards
Mark

Hi,
For future reference, when making changes to the xml files such as app/~/OracleBI/web/msgdb/customMessages/logonmessages.xml
DO NOT leave copies of the original files in the same folder - as a backup.
Once I had removed all backup copies and restarted bi, the change worked fine and I was able to view the altered notice.
Looking back at the manual, had I followed the instructions exactly, I would have avoided this but it was not explicit that files of different names would also be read.
Regards
Mark

Major dropout of BT on Saturday 28 June

There was a quite long period on Saturday when Broadband only worked in certain areas .
This problem was apparently known about by BT , certainly according to a Broadband Speedchecker site that I use . It was only after using the check site that I stopped tearing my system down looking for the fault .
Why , for goodness sake , can BT not put up a warning of non-availability or shortcomings ? It would certainly make the customers happier .
Instead , you get stupid erroneous comments on the BT help site saying "No problems in your area" or lies to that effect .
Come on BT , make friends with your customers and be more forthcoming .
Mike

I accept what is said in the replies above as being helpful , for which many thanks .
However , it begs the question .
Why don't BT help us and themselves by having a single accessible address for displaying general problems----such as that of Saturday ?
I have counted 23 frustrated BT customers on just three sites ; most of them had started (like I did) tearing systems apart to find what was wrong .
I was only guided to the fault when I decided to check broadband speed , because the fault was erratic to say the least , and then found a heavily highlighted "BT Broadband Outage........" warning , this latter not being on a BT site .
Like I said , it's not just me , and if you take into account the number of people that gave up (fed up) it shows the system to be wanting .
When BBC or ITV have a problem , they very rapidly flash a message on the screen .
When BTInternet are trying to sell me something , they do not just send me an invite , they do it in bulk . Now , if they can do that , why not use the same route for a "sorry , looks like we boobed again" message ?
The Daily Mail is currently looking into how BT Broadband makes their profits ; I bet there's a huge lump generated by not providing a proper , joined up , CUSTOMER oriented service .
Using people in India reading Prompt Cards is just not customer service .
Anyway , we may as well call this discussion closed ; nothing will come of it . Corporate greed will make sure of that .

Complete broadband outage

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