BT Self Install - no DSL Light

LegacyUser

Got my broadband model - Zxyel.
The DSL light flashes when the router is turned on - but then it stops.
It is as if DSL is not enabled on the line.

If I go to the BT website and check my number it says ...
Your Broadband account for phone number 01<number-snipped> is currently active.

This has been going on since before Christmas - and they have already started to take money out of my bank account. But its not working!!

kaizersoze

Did you ring them?

Sparky

is your username and password correct?

did you do the diag test from within the modem?

LegacyUser

Yeah, I rang them, they gave me a new username and password. The diag test fails, it says there is no DSL connection.

It is as if DSL is not enabled in the exchange.

god's toy

You have to ring then, maybe they enabled the wrong line.

zokrez

What colour is your box blue or black ? I too had similar problems and have just sorted them. I reinstalled drivers for Zyxel modem. I had no green light for ADSL line and USB was flashing. Once reinstalled the USB light stopped flashing and I took out phone lines and green light came back on. If you have one of the older blue modems they are more problematic than then the black ones. Click on LAN Settings at Internet / Connections and Automatic Search. Put in your new user name @iolbb and your password. If this doesnt work try calling tech support on 1890923111. If there is a queue use Queue Buster and they actually do call you back ! Hope this sorts you.

testicle

Are you using a modem or a Router?

What is the status of the other lights?

Have you filters on every telephone socket that has a device in it, incl Fax, Sky Digital etc?

LegacyUser

Turns out they are now saying I only signed up for Broadband and not line rental with them. They said my line is not able for broadband.

The only option they have given me is to pay a 150 euro cancellation fee.
I am going to a solicitor on Monday.

federerfan

bubby wrote:

Turns out they are now saying I only signed up for Broadband and not line rental with them. They said my line is not able for broadband.

The only option they have given me is to pay a 150 euro cancellation fee.
I am going to a solicitor on Monday.

Dude, this makes no sense....who were you talking too ???

They wouldnt have activated the account if your line wasnt enabled.

Sounds like a mix up to me....

I had the same probs, but they sent me a different modem which sorted it...

I know its a pain in the xxxx, but you gotta sit on the phone and demand to talk to someone who's worked there more than 5 minutes....

Pistol

LegacyUser

I have just posted them a letter - giving them 7 days to recify the situation. Then I am going to the small claims court. I don't have time for that.

zokrez

bubby wrote:

I have just posted them a letter - giving them 7 days to recify the situation. Then I am going to the small claims court. I don't have time for that.

It took them 29 days to reply ! I asked them to refund the €5 per month for online billing that I had signed up for in August. They said that I hadn't registered yet I have a print out of same. They are so frustrating in customer services so beware.

The above doesn't make sense so ring them to rectify.

LegacyUser

I have rung them twice. They have told me I only signed up for broadband with them. They said my line was still with eircom and that they could not rectify the situation becuase the line is not broadband capable. They also told me that they cannot give me broadband at all and I will have to pay 150 euro cancellation!!!!

I went to eircom.ie and it says my line passes for broadband.

Small claims - I have the form filled out. If they haven't rung - or I don't get a letter from them by Monday week I will proceed. It only costs me 9 euros to do that. I am also going to contact my bank and tell them under no circumstances to honour direct debits from BT. I figure they have already taken 45 euros for the self install, I'm damned if they will take more.


The small claims courts should sort them out. They should have checked the line before saying they could provide the service.

Even the order confirmation email says that my line will be transferred to BT from Eircom. I also have copies of an email sent to tech support asking them to take a modem/router off my order right after I submitted the order. They sent it out anyway and didn't reply for a week (which was too late).

They haven't changed one bit. I used to be with Esat many many moons go for mobile.

Sparky

WTF, i ordered BT BB back last november 2004 and after my line was BB enabled by eircom (my account was with eircom), i only had a simular problem with them where my username was *****@iolbb.ie rather than what should be @iolbb

If eircom say the line is enabled its enabled, have you tried netsource's checker and digiwebs, (i think they have one)

Drapper

bubby wrote:

I have rung them twice. They have told me I only signed up for broadband with them. They said my line was still with eircom and that they could not rectify the situation becuase the line is not broadband capable. They also told me that they cannot give me broadband at all and I will have to pay 150 euro cancellation!!!!

I went to eircom.ie and it says my line passes for broadband.

Small claims - I have the form filled out. If they haven't rung - or I don't get a letter from them by Monday week I will proceed. It only costs me 9 euros to do that. I am also going to contact my bank and tell them under no circumstances to honour direct debits from BT. I figure they have already taken 45 euros for the self install, I'm damned if they will take more.


The small claims courts should sort them out. They should have checked the line before saying they could provide the service.

Even the order confirmation email says that my line will be transferred to BT from Eircom. I also have copies of an email sent to tech support asking them to take a modem/router off my order right after I submitted the order. They sent it out anyway and didn't reply for a week (which was too late).

They haven't changed one bit. I used to be with Esat many many moons go for mobile.

lmao

LegacyUser

Drapper wrote:

lmao

Trying to boost your post count are you?? Off my thread please. Your post is useless.

So, why in Gods name are they telling me now there is a problem with the line and I have to pay cancellation becuase they cannot fix it??

They can't be able to do that. I signed up as an honest customer and now they are screwing me?? Taking @ 250 euros off me for service that never worked becuase they didn't check the line? I don't understant the logic and how they believe they will get away with it

Drapper

bubby wrote:

what does "imao" mean??

So, why in Gods name are they telling me now there is a problem with the line and I have to pay cancellation becuase they cannot fix it??

They can't be able to do that. I signed up as an honest customer and now they are screwing me?? Taking @ 250 euros off me for service that never worked becuase they didn't check the line? I don't understant the logic and how they believe they will get away with it

what do you expect us to do again ?

LegacyUser

I didn't ask you to do anything. If you don't have anything valueable to say then get off my thread. Get out!!!!!!!!!!

Tony H

cancel your direct debit , if they have taken money out of your account TELL your bank to take it back , you probable like me signed up for line rental and broadband and as they did not provide it they broke the contract , they messed me about from the middle of august until december , they told me that they had ported me from eircom broadband , THEY DID NOT , if things go wrong with bt they really seem to do so big time . i gave them every possable chance to fix my situation and in the end i went back to eircom , i know eircon are not the greatest but at least you know that they have somebody answering the phones most of the time
check out this
http://boards.ie/vbulletin/showthread.php?t=303618

Moriarty

Drapper banned for a week for being a plonker.

Bubby, try not to be so short with people. You're asking for help here, the least you could do is practice some manners.

Sparky

less of the fighting more of the solving please.

Get on to comreg about BT, im sure your not the first, inform them of your suituation that your service has not been given and that because of a matter BT should of known about first, re: if the line isnt BB capable, which you say is (get a letter from eircom to prove)
And inform comreg that they are then charging you to cancel a service in which again they gave to you without checking that it should work.

Also make sure you ring up eircom first, play dumb about bt (dont mention them) say you want to check if the line pass's for broadband.
But usually if on the web it says so, then it does.

Btw, do you have the filter plugged in also??? Just incase.

zokrez

he won't thank me but email:
pat.2.mccabeATbtDOTcom, he replaced Angela Keegan.

LegacyUser

Moriarty wrote:

Bubby, try not to be so short with people. You're asking for help here, the least you could do is practice some manners.

Ahem, Moriarty, I am not being short with people in the least. I am looking fo advice on this situation and do not appreciate little 16 year olds with too much time on their hands coming into the thread and messing it up.

Manners - your joking. Of course I am going to get pissed off if someone comes in laughing about the situation.

fitzdragon - you know what, I think I read your post before. I was with Esat before and I believed everything in it but foolishly I still went for it.

"cancel your direct debit , if they have taken money out of your account TELL your bank to take it back"

Would a bank do that. I didn't think they would, becuase I signed authorization.
It definitely worth I shot anyways. I was going to cancel the direct debit, but I'll
go in and ask the bank manager to try to get money back.

Sparky-s, I actually sent an email to comreg lastnight about it
It is difficult though. BT say my line isn't suitable for BB, but if I go to the eircom website and check my phone number it says "Test Passed". I don't think eircom would
provide such a letter. It is definitely a good idea. (thinking about this - hmm ).

My boyfriend actually works as a contracter - does hundreds of these installations.
He had the filters plugged in correctly becuase I double checked with the documentation sent with the modem.

Zakrze ..THANK YOU!!!

What is it with today .. 3 really useful posts .. with really god advice. Thanks guys - ths has definitely given me something to follow up on. I'll keep you posted.

LegacyUser

Zakrze wrote:

he won't thank me but email:
pat.2.mccabeATbtDOTcom, he replaced Angela Keegan.

sound!! I found a few email addresses on the BT website

Unfortunately

SMTP error from remote mail server after RCPT TO:<pat.2.mccabeATbtDOTcom>:
host smtp2.smtp.bt.com [217.32.164.150]: 550 5.1.1 User unknown

Obviously, I replaced the AT and DOT when sending.
The email has gone to BT complaints dept,comreg, Advertising standrds, European consumer Centre and entemp.ie

Johhny75

bubby wrote:

sound!! I found a few email addresses on the BT website

Unfortunately

SMTP error from remote mail server after RCPT TO:<pat.2.mccabeATbtDOTcom>:
host smtp2.smtp.bt.com [217.32.164.150]: 550 5.1.1 User unknown

Obviously, I replaced the AT and DOT when sending.
The email has gone to BT complaints dept,comreg, Advertising standrds, European consumer Centre and entemp.ie

Don't think it will make a difference, I had same issue and they blamed Eircom for saying the line was not working, they will just give you some waffle, as for Comreg, seems like they have not got a clue !!

I think your wasting your time!

LegacyUser

Johhny75 wrote:

Don't think it will make a difference, I had same issue and they blamed Eircom for saying the line was not working, they will just give you some waffle, as for Comreg, seems like they have not got a clue !!

I think your wasting your time!

Ah sure, we'll see. I'll leave it to the small claims court to sort out.
I suppose thats all that can be done really. The advice given above was really useful, and worth a shot.

Did you end up having to pay?

Tony H

bubby after bt took the money from my account i asked my bank to get it back and they did , i cancelled the direct debit with my bank and bt then applied the direct debit about a month after i cancelled it in writing in the bank , as far as i know if you are billed by the wrong ammount , the direct debit can by taken back by your bank , its a safeguard of the direct debit system

Johhny75

bubby wrote:

Ah sure, we'll see. I'll leave it to the small claims court to sort out.
I suppose thats all that can be done really. The advice given above was really useful, and worth a shot.

Did you end up having to pay?

Yes you will get your money back in a cheque.

LegacyUser

Johnny75 - I don't think so.
I got a call today from someone in BT Customer Care (escalated to Management) and she told me that I did not follow through with tech support and I MUST do this .. so that they can work out what is going on with the line.

I am confused. My line is with eircom.
I signed up for BT broadband.

The BT Customer care girl said on Saturday said there is a problem with my line and it is not rectifieable. I asked her if the line could be transferred to BT, would that resolve it, she said no.

The Customer care girl today said they need to do a test on my line.
If they are only doing a test today, then how could the girl on Saturday say there is a problem with the line??

Anyway - question. Does my line HAVE to be with BT in order to get BT broadband?

LegacyUser

Sparky-s wrote:

WTF, i ordered BT BB back last november 2004 and after my line was BB enabled by eircom (my account was with eircom), i only had a simular problem with them where my username was *****@iolbb.ie rather than what should be @iolbb

If eircom say the line is enabled its enabled, have you tried netsource's checker and digiwebs, (i think they have one)

Sparky - did you leave your phoneline with eircom and get BT broadband?

the gobbler

bubby, i had similar prob with no dsl light when i was with BT, if eircom say it is enabled,then it is enabled, BT usually send out another modem,after cables and all have been checked,so i dunno if it was done, BT tech and cc are really bad, do u know if BT checked with Eircom? BT have taken 178euros out of my a/c, so i'm prob gonna have to do what you did, mail comreg/BT etc..think with DD from bank, u should be able to get money back, but unfortunately 4 me, i done credit card, so i cannot cancel or recover..so who knows..well, i'm sure this has convince u to leave BT,another satisfied customer..eh?

LegacyUser

the gobbler wrote:

bubby, i had similar prob with no dsl light when i was with BT, if eircom say it is enabled,then it is enabled, BT usually send out another modem,after cables and all have been checked,so i dunno if it was done, BT tech and cc are really bad, do u know if BT checked with Eircom? BT have taken 178euros out of my a/c, so i'm prob gonna have to do what you did, mail comreg/BT etc..think with DD from bank, u should be able to get money back, but unfortunately 4 me, i done credit card, so i cannot cancel or recover..so who knows..well, i'm sure this has convince u to leave BT,another satisfied customer..eh?

Did they send you out a new modem?
You don't have broadband up and running?? Did you follow through with support? I do want BT broadband, and I am willing to follow through with the tests they need to do (today it was - plugging everything out of the telephone socket in the wall for 15 minutes and then trying again). I have cancelled my direct debit though - and I told the girl who rang from BT today that I won't take any nonsense off them - if they can sort out the issue they are having with providing the service, then I am more than happy to pay.
However, if they start nonesense about 150 euro cancellation fees for a service they ain't provided, then its small claims court (that is the very least) .. as there are solicitors in my family - so legal fees ain't an issue.
They won't be getting any more money off me until that DSL light comes on. I have no problems with setting up the direct debit when the service works.

BTW - You should be able to cancel this on your credit card? What bank are you with for CC? Get on to your bank and tell them you do not authorize this anymore. Close your credit card account. Get a new card .. this time don't put any direct debits on it.

the gobbler

i should have thought about cancelling the card,but it was too late,,,i suppose i'll have to do it now,,i called them and they said i could not cancel any transactions on the card,as i need a letter from the company,,it's BOI,but it's to do with VISA i think. i'll know the next time not 2 put Direct Debits on it.
We have BB now, what happened was BT send out a replacement modem,which did'nt fix the prob, i called tech and they said call an electrician.That was that. Only solution from them. So i cancelled BT the next day,and got eircom back in,and ok since. Got a BT bill in the post last week for 178euros. Still charging me even though i am with eircom.This saga has gone on since 20th of september when they cut us off for no reason,even they don't know why BT cancelled out BB in the first place.

LegacyUser

They are supposed to be checking my line at the moment. The support tech said he would call me back yesterday. He didn't. I put in a queue buster earlier, nobody called back. I am now hanging on the line, and there is no option for queue buster.

[edit] About 5 minutes after posting this, the tech called back (a day late - but better than never). Apparently, Eircom have confirmed that my line from the exchange to the house is fine.
He asked me to check again tonight. I asked him if Eircom had enabled broadband and he said yes.
I asked "When?". He said - Christmas.

It makes no sense to test if it works again, if no changes have been made since. But I will. I am also going to test with another modem I have to see.

I asked to be put on to Customer Care and the guy I spoke with was a LOT more polite that the wagons I spoke to on Saturday and Tuesday. This guy was polite and very nice to deal with. I explained the situation - if it is a fault with wiring in the house - to check section 3.6 of their terms of service. It says about "pre-qualification of orders". If BT cannot provide the service that the contract is void. He went off and had a look and when he came back said that if it does not work with the different modem that I will not be charged cancellation. I got his name. If I do have to terminate the contract - and I am charged cancellation - it will come in handy on the small claims application form.

dubmick

this thread has made my mind up on whether to go for Eircom or BT.

the gobbler

Damn Bubby...u got it goin' on!!! Pulling out that 3.6 section bit...jaysus i wish i had been more quick on the draw with the aul' T's and C's!!!

Keep on the good fight!!!!!

LegacyUser

They were trying to say that the wiring in the house was at fault .. "Its not our problem - so you still pay a cancellation fee".

Their terms of service state that BT must do pre-qualification that they can provide the service, before committing to your order. If BT cannot provide a quality service, then the contact between the two parties is void.

Spoke briefly with my solicitor about it - and he confirmed. They cannot legally charge me for cancellation of the service, and they must refund for the modem if they cannot provide the service.

Anyway - waiting on another modem to test. If that doesn't work, I'll ask for the 45 euros refund (I cancelled the DD as soon as the problem emerged - didn't want them helping themselves to my money for free!). Absolutely no problem with payment when it works though ..

the gobbler

thats good to know...so i should be entitled to my 178euro they stole from my credit card and my deposit of 125 euros..which they skipped right by...so prob 303euro they owe me...still got no response from my mail...i will have 2 call again..

LegacyUser

fitzdragon wrote:

cancel your direct debit , if they have taken money out of your account TELL your bank to take it back , you probable like me signed up for line rental and broadband and as they did not provide it they broke the contract , they messed me about from the middle of august until december , they told me that they had ported me from eircom broadband , THEY DID NOT , if things go wrong with bt they really seem to do so big time . i gave them every possable chance to fix my situation and in the end i went back to eircom , i know eircon are not the greatest but at least you know that they have somebody answering the phones most of the time
check out this
http://boards.ie/vbulletin/showthread.php?t=303618

This advice turned out to be the winner in my situation. Subsequent to my last posting on this thread I went through steps with tech support in BT. I contacted Eircom on the side and even had an engineer out to my house and he confirmed that there is nothing wrong with my line. BT did a line check but they did not ask Eircom to activate the line!!!!!!!!!!!!!!!!!!!!!!!
I asked them several times if they had enabled the line - they said "yes". Idiots!

The account was cancelled with agreement from BT that no cancellation charge would apply due to them being unable to provide the service (in accordance with their terms and conditions .. read them carefully).
If I was able to ring eircom and find out that the line was not enabled, then BT should have been able to do the same. They obviously didn't.

After the cancellation of BT I canelled the direct debit with the bank. The bank cancelled my Eircom DD instead by accident!! BT then managed to take more money out of my bank account. On ringing them, they agreed it was an error and said a check would be sent out. It wasn't.

In the end, Bank of Ireland, even though they made an error by cancelling the wrong DD, they had it sorted within a couple of weeks. They got all monies back from BT.

STAY AWAY FROM BT ..

I

skyhighflyer

bubby wrote:

This advice turned out to be the winner in my situation. Subsequent to my last posting on this thread I went through steps with tech support in BT. I contacted Eircom on the side and even had an engineer out to my house and he confirmed that there is nothing wrong with my line. BT did a line check but they did not ask Eircom to activate the line!!!!!!!!!!!!!!!!!!!!!!!
I asked them several times if they had enabled the line - they said "yes". Idiots!

The account was cancelled with agreement from BT that no cancellation charge would apply due to them being unable to provide the service (in accordance with their terms and conditions .. read them carefully).
If I was able to ring eircom and find out that the line was not enabled, then BT should have been able to do the same. They obviously didn't.

After the cancellation of BT I canelled the direct debit with the bank. The bank cancelled my Eircom DD instead by accident!! BT then managed to take more money out of my bank account. On ringing them, they agreed it was an error and said a check would be sent out. It wasn't.

In the end, Bank of Ireland, even though they made an error by cancelling the wrong DD, they had it sorted within a couple of weeks. They got all monies back from BT.

STAY AWAY FROM BT ..

I

'Stay way from BT' - I'm beginning to wish I took the same advice. When are Comreg and BT gonna pull their finger out and say enough is enough. BT are stealing from customers, plain and simple. It's no different from me putting my hand into someone's pocket and taking a fifty. Only for the fact that their DSL servce itself is good I'd have cancelled my contract long ago and if they wanted to sue me for breach of contract then let them....

</rant>

the gobbler

yep,,,,thieves,,,,,after calling BT yet again..they agreed to a refund....2 weeks later..nothing..got another bill from BT..2 months broadband...called up again.gave them an earful...so they owe me a further 50 euros..sent a complaint mail early jan.nothing yet..i dunno...amazing in this day and age there is no comeback..and even more amazing that people still sign up to them after reading all these posts...my faith in people is diminishing!!

LegacyUser

It was only today that I was wondering - where did they get the 120 euro figure from? I only signed up for broadband at the end of Dec, and by 15 January they had taken 120?? I never got one bill either. Theft alright.

They are a very shoddy company.

If anyone who works for BT is reading this - explain why your company has such a crap billing system and continues to steal from those who no longer have accounts with you .. all becuase your too lazy to take money from those who really should be paying!!

There are people on this forum complaining they have not been billed in a year.

There are people here complaining you won't stop stealing from them.

Get it right!!

[edit]
Silly me, I forgot, they don't give a hoot about their customers, if they did then would have sorted this out a long time ago. Terrible way to treat people, and they wonder why people are so frustrated with them, and their carry on. Rather pay Eircom and get the service!