Mailbag: ADSL woe for BT customers

As reported yesterday on vnunet.com, BTOpenworld, BT's high speed asymmetric digital subscriber line (ADSL) service, has hit a speed bump with an IP address server glitch shutting out thousands of users, many of whom have only just had the service installed after a lengthy wait.

We have a mailbag full of complaints about the service and have published a few below to show how frustrated many BTOpenworld users are.

• For the original story click here
• For vnunet.com's Essential guide to ADSL and cable modem services, click here

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"I've just read your article about BT & ADSL. I had ADSL installed on Friday the 20th and it's been up and down like a yo-yo ever since. I think I managed an hour's use before it died on Friday, and Monday gave the most stable connection. I'm sure in BT's case, ADSL stands for A Dodgy Serial Link!

Another amusing aspect is that ADSL users have a problem with IRC [internet relay chat]. Most IRC servers cannot do reverse DNS resolve to ADSL, so access to most IRC servers is impossible. Even funnier is that BT's own IRC server won't let you connect to it either.

I phoned BTopenworld technical support about it and this was how the conversation went:

Me: 'Hi, I am phoning about problems using IRC via ADSL.'
Techie: 'IRC?'
Me: 'Yes, you know, internet relay chat.'
Techie: 'Internet relay chat?'
Me: 'Never mind. Goodbye.'

If that is the level of knowledge the average BTopenworld technical support staff has, then we have very little chance at all! Again, when I phoned to ask when they will resolve the server problems, another techie told me that the original design team are involved once again. This made me chuckle.

Like everyone else, I have a grudge paying BT 40 quid a month for such a poor service. Although, what choice do we have if we want the service? It's disgusting how a monopoly like BT can get away with it, and as for Oftel, previous dealings with them have me believing they are a waste of space!

Keep up the good work vnunet! Regards, Daz."

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"I'm sure you've had more of these than you know what to do with, but anyway:

My home ethernet ADSL service was installed 10 days ago and the BT engineer signed off and left. The only problem is that it never worked and hasn't worked since.

Roughly 10 hours on hold to the BT 'Help' (loose sense of the word) line later ... and 10 days later ... no progress whatsoever. But I can report the following:

* BT seems to have outsourced the equipment installations in their exchanges to Alcatel ... who don't seem to have enough parts or engineers to do anything.
* BT's support lines are so swamped that the average holding time is one to two HOURS ... and when you get through ... you wonder why you've bothered as there is nothing the support staff can do except tell you to 'phone back in a week's time'. Gee, thanks for that.
* In addition to the IP problem you're reporting ... many exchanges are not working properly at all. The problem with parts and engineers means that there basically isn't anything happening ... if there are any engineers, presumably BT are trying to route them to business customers first ... so residential customers are doomed to wait until they remember about us ... which could be weeks ... who knows?

So, all I have for my troubles is a router sitting at home, its orange fault light blinking angrily at me, reminding me that I was a complete idiot to go for this instead of waiting until July next year and using another provider ... when, and if, they ever get the local loop unbundled.

With this kind of rollout, BT are providing levels of service that any third world country's telephone monopoly would be proud of. Oh well ... at least my telephone works.

Regards, John Butler, vice president, ITnergy Support & Consulting."

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"Same problem. [BT] came round to install yesterday, as per plan. Installed. No link.

Numerous calls to BTopenworld - at my expense (0845) without getting through to anyone.

Finally, at around 8pm, I did. They said, and I quote, 'Service has not been working since last Thursday - they have no idea when it will be working'. If I liked to, there was an ADDRESS I COULD WRITE TO!! WRITE TO - are they totally barmy?

I put the phone down. Trouble is in good faith I also asked BT to disconnect my ISDN 2E line. Now what ... no service on ISDN or ADSL.

So I'm writing this email to you using a 56K modem ...

Talk about a PR disaster ...

You may quote me ..."

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"Would prefer to keep this email anonymous.

For your reference we have an outstanding issue with BT and their ADSL business service and I think we officially have the record - 42 days. This has been a massive cock-up from the BT technical side as they are struggling to co-ordinate field service engineers, external contractors and technical architects. Have to say though, their customer support is pretty good ... I should know - I have spent many an hour on the phone to them."

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"At least those people were able to get access.

After being told that in order to have the service I would have to convert from my cable phone operator to BT, I changed over losing my number of four years. I was subsequently told that I was unable to have the service due to the distance from the exchange. Funny how when I put my number into their website to see if I was eligible, I was.

Now I am stuck with a BT line for a year and no ADSL.

Of course, no-one at BT is taking responsibility. Openworld are saying speak to BT sales, BT [sales] are saying speak to Openworld!

Regards, Jamie Rose."