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From: Nenagh <nenagh-watson@cssystems.net>
To: <complaint@btopenworld.com>
Date: Wednesday, December 19, 2001 8:00
Subject: BTopenworld potentially wrecks £64,000 project!
Background:-
We have had a years contract for BT openworld to supply us with;- BT openworld 2000, 2meg ADSL, with non static IPS installed to line number 0161 232 7848
The account is in the name of:- Rachael Field
Doo - Cot
Unit 4 Manley Units
31 Range Rd
Manchester
M16 8 FS
Telephone no:- 0161 232 7848
The account no:- WM 3472 4384
The date that the contract was due to end was the 27th of November 2001.
The story:-
We have a letter dated 12th October 2001 which confirms our request to cancel our subscription to BTopenworld's broadband.
We had arranged to open a new contract with BT openworld to supply us with BT openworld 1000 with static IPS addresses. We need the static IPS addresses to support the culmination of a £64.000 project with a 24hr live online performance on Christmas Day. We had an install date given to us of 14th November.
Due to the huge importance of the project on Friday 2nd November my colleague Ruth Gee telephoned to confirm everything was going ahead. She was informed that our request for BT1000 with static IPS addresses had been cancelled. She then spent 3hrs 48 minutes in vain to keep the order, but was informed by 8 different people that no one actually knew what had happened, inexplicably the order had been cancelled by BTopenworld. No explanation was offered, and no reason for the cancellation was given.
On Friday 9th November Ruth Gee sent an email to cancel all contracts with BT openworld (openworld 2000 & the hoped for openworld 1000) you can clearly see from her e mail how frustrated she had become in trying to sort things out - apparently there is no record of this email on your files although it was not returned to us - suggesting it was sent successfully.
On Monday 3rd December my colleague telephoned BT openworld as the openworld 2000 was/is still active. The cancellation was confirmed and she was told that it was effective from 28th November and that we could expect a refund of £208.42.
We then decided to approach NTL to install an ADSL 1 meg with static IPS addresses. This was to be installed on Wednesday 11th December. On Tuesday 10th December NTL telephone me to say that BT had refused access to line 0161 232 7848 because the BT openworld 2000 was still active. I then spent a good 3hrs telephoning - being sent from BT to BT openworld. 0800 169 8639, 0800 519 5000, 0800 169 8639, 0800 169 152, 0800 169 4953 plus redirection's. A David Allen (0800 169 8639 I think) confirmed that a note had been placed of the 3rd December call but no action had been taken. I explained that we needed the BT openworld 2000 off the line 0161 232 7848 in
order for NTL to install. His supervisor assured me that it had been cancelled and that the engineers had been informed and so it should be cleared.
I then telephoned NTL who spoke with their contact at BT openworld who said that there was no trace of a cancellation and therefore NTL could not have access to the line. My contact at NTL then requested that I contact BTopenworld again and see what was going on. I spoke with someone on 0800 169 4953 who said they would pass me onto someone who could help. I was extremely tired and at the end of my wits but this guy who did not normally do the customer interface as he only dealt with lines that went wrong, was extremely helpful.
He said the obvious thing to do was to see if a simple swap over could happen from BT and NTL as my line was still active. This seemed a fast track solution but failed when speaking with NTL as BT had refused. After a very frustrating afternoon it was decided that we would use our other phone line 0161 232 0160 for NTL to install on.
On Wednesday 12th December I made contact with BTopenworld speaking with a woman called Stella (she remembered me from the previous day) Stella told me that the letter I had received on 12th October did not cancel the actual BT openworld ADSL - it merely meant that we had not entered into another 12 mth contract and consequently the ADSL was still active. Stella also said that on 9th November a reinstall had happened changing the BT openworld 2000 to BT openworld 1000 with static IPS but it had been canceled and reverted back to 2000! This was the phantom cancellation mentioned earlier? It seems so frustrating that we got exactly what we wanted and ordered but we were
totally unaware and some how it had been canceled! But it gave a window that if it had happened once it was possible to do it again so - as our need for static IPS addresses is extremely important I asked Stella if it would be possible for the engineers to install BT openworld 1000 easily and quickly. She said she thought that was possible. I then discussed it with my colleague and telephoned again this time speaking with David Mills on 0800 169 8639. He has been extremely helpful calmly checking through the file
and confirming that it is odd that the BT openworld 2000 is still active, He also shed light on possibly why the BT openworld 1000 had been automatically cancelled - all being due to the BT openworld 2000 still being active at time of the order going through but this does not support Stella's claim that it had been changed over but changed back again!! David Mills took on board the now urgency of our need for static IPS addresses (as part of BT openworld 1000) and has passed it over to his supervisor Shaney who has assured him she is going to try and get it sorted out.
I have since attempted to contact both David Mills and Shaney and have had no success. I therefore wish to stress clearly the complete cancellation of BTopenworld.
BTopenworld have lost the business and left a trail of frustration which could have potentially ruined our project.
NTL have confirmed they can install a 1 meg ADSL with static IPS onto our other line 0161 232 0160 on Wednesday 19th December.
Yours sincerely
Nenagh Watson
co Artistic Director
www.doo-cot.com
doo-cot
unit 4
31 range road
manchester
m16 8fs
uk
00 44 (0) 1612320160
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