No Phone Line, No Broadband.

[Anonymous User]

We had just a phone line with BT.

We decided we wanted Broadband. And selected Now. We ordered 17th February. We opted to keep phone number and move that to Now and get Broadband with Now.

Equipment arrived, told activation with Now 3rd March. BT also contacted us and said sorry to see us go and they allowed it to go through as of 1st March.

All set.

We set equipment up 5th March, connected fine. I done SpeedTest so I have record of connection and IP. All good we thought.

3 hours later Broadband drops, phone line still worked. Today 7th March phone line dead. No phone, no broadband.

Support has been poor at best. Still no real idea when this will get resolved. Maybe 72 hours, but no real accuracy. It's like no one has any idea what happened. No ownership, its apparently all Openreach's fault. Of course you can't speak to Openreach to validate that.

Left here wondering why we bothered and bitterly dissapointed. 

[chilli2]

Did you phone BT up/contact BT ( your previous supplier) and say you are/wanted to cancel at any time?

[Anonymous User]

Now Broadband said no need to contact BT. BT sent letter saying sorry to see you go. We were all sent for activation. Shambles. 

[gavs82008]

@Anonymous User 

NOW are fully reliant on OpenReach organising the network and your connection. 

You just need to keep pestering the broadband team until you get it sorted.

[chilli2]

Reason for asking is that there are two ways to move ISP:

1: cancel with your old provider, and then sign up with the new ( or cancel with old at any point)

 This will put a cease on your line, then you will have to wait for your line to be freed and then wait again for it to be re-activated , this is not just flipping a switch and may involve physical removing wires/unplugging things

2: migrate other than trying to get a better deal form your old provider say nothing, sign up with your new provider and everything should go form there.

If you did cancel with your old provider and then your line went active with now , what could have happened is that Now will have migrated your line across, however there could have been a cease order on the line possibly caused by a cancellation , so line migrated then cease order completed which will turn everything off and be a pain to sort out

[Anonymous User]

We did nothing with BT as instructed. I did not need to contact BT to say bye. Now did it for us. Yet between them they messed up. Stop making it sound like a complicated process. It isn't. 

We ordered, we followed the instructions, set equipment uo and now we are without phone and broadband. What a shambolic mess.

No idea when it will be resolved either. 

[chilli2]

Just taking a guess as to what may have happened.

BT retail use Openreach all the way the wires are maintained by openrech, and the equipment is all openreach, openreach sell a wholesale product to BT retail

Now use Skys LLU system, the wires are openreach, and openreach maintain the kit in the exchange/street cabinets etc , but instead of being plugged into an openreach kit at the exchange you are connected to Sky's ( formerly easynet's) exchange equipment .

So when you move from one network - ie openreach to another such as Sky's netowrk, or Talk talks net

work there can be a few issues that may crop up

for further reading see here :

https://www.ispreview.co.uk/jargon/jargon_detail.php?LLU---Local-Loop-Unbundling-53

where the below is taken from

Fully Unbundled Lines (MPF)

Fully unbundled ISPs, such as those operated through Sky Broadband and TalkTalk's network, take total ownership of the voice line and broadband service. This can lead to cheaper consumer services but it may also make it slower and sometimes more costly to switch ISPs as the migration process is complicated by different ISP kit and processes. Downtime during migration is common.

Ultimately you will have to go through your ISP (NOW) to resolve this as openreach dont generally deal with consumers the only get out is is you know someone who works for openreach and may be able to intervene

[Anonymous User]

Yes, makes it sound like rocket science has to occur to migrate. Reality is no one cares do they. No ownership, no responsibility taken. I would absolutely love to do an audit of the order here across every action and system involved to have left us to this point. 

I appreciate your help and detail. Any frustration vented is not meant for you or others. 

Let's see when Now get this sorted. And how many calls and people we speak to, days pass until it is.

[Anonymous User]

If I understand you correctly, you had no broadband, Just a BT line.

You signed up with Now and the broadband worked for awhile, but then went dead.

There are a number of possible scenarios. First possibility is the Now router is faulty, so what LEDs are lit on it?

Edit:

Oops, missed the fact the line is now completely dead. Yes it's really only Now that can help.

[Anonymous User]

Just to add, not only do we now have no phone line or broadband. This means we can't watch the Now TV we also subscribed to. Or at least not using the Now Broadband. 

Also to show this is not just a basic technical  issue yet. The orders section only after saying all was going well since ordered date on profile says "oh there is a problem with your order". That is an understatement. It's not like their system thinks it has delivered the phone line or broadband it knows it hasn't. 

And everyone is right when they do finally deliver phone line and broadband, nothing to rule out we won't then have some technical issue that needs resolving. 

Anyway just reading the BT letter again in which it says sorry to see us go. 

Let's see if any positive news to report today.