Friday, November 10, 2006

Connection Woes

I haven't posted in a while, partly owing to some major problems in getting a broadband connection to my new flat in Blackheath. The nub of the problem appears to have been an LLU marker remaining on the line for the previous tenants broadband/phone package. I have discovered in the process that there is major confusion between service providers and BT , not helped by the division of BT into millions of little autonomous pieces.

I had decided to return to Pipex, whom I had used for three years or so - and been very satisfied with - while living in Glasgow. Big mistake! The Pipex of 2006 appears to have no relation in customer service to the incarnation I knew and respected.

Initially, they were helpful: Pipex informed me of the LLU marker and sent me off to BT to get it removed. I managed to track down the marker removal service, who told me Pipex needed to request the marker removal. Pipex told me I needed to request it. I begged BT and they very kindly removed it. I contacted Pipex - "no, the marker is still there" came the response. I rang back the next day and was told the marker had gone (joy!) and that in three weeks I would have my adsl.

Oh dear - three weeks later still no broadband, and Pipex told me that they had reassigned the work, but that it would be done in 11 days time. Oh double dear, no broadband in 11 days - apparently the LLU marker had re-appeared. So more phonecalls, with one Pipex employee suggesting that with this issue in place we should not have been sold the service in the first place. Eventually, I was told to go back to BT to get the marker removed again.

Well, reader, I voted with my feet - I called NTL who installed cable, and I'm now set up with a 2Mb connection (admittedly less than the up to 8Mb service from Pipex) within 10 days as opposed to the three months of travails with Pipex. The moral of this story at present - in my own experience - is steer clear of any company advertising itself with David Hasselhoff!!!

No comments: