Migrating in to IDNet, BT drop ball. What can I check?

optimo · Sep 13, 2011, 17:32:01

Hello all,
new customer migrating from BT Business broadband to IDNet, after my employer decided to stop paying my broadband bill (boo!)

I was also downgrading from a Business line account to a regular Residential account, so BT appear to have completely cut off my BT Broadband, and the migration to IDNet failed.

Question: Currently my Netgear DGND3300 is showing the red light which I believe means it is failing to sync with adsl. Is there any other way to check if the line has broadband active on it? BT can't even tell me this (neither Residential, nor the Business support - they both say it's the other departments issue).

Any words of wisdom gratefully received.
[Edit: Brian at IDNet support was helpful this morning though]
Thanks

Glenn · Sep 13, 2011, 17:34:03

optimo

Give IDNet support a call, they should be able to see if there is BB on the line or not.

Steve · Sep 13, 2011, 17:36:21

Sadly I think if the broadband has been cancelled you'll have to apply for a new adsl activation. The router as you say should detect the adsl signal if present.

Simon · Sep 13, 2011, 17:38:14

MisterW · Sep 13, 2011, 17:46:32

Quoteis showing the red light which I believe means it is failing to sync with adsl.

According to the manual the DGND300 has a DSL led and an Internet Led. The DSL one is Green if its synched and flashing amber if not. The Internet one is green when connected to your ISP and Red if connection failed. I assume therefore its the Internet one that's red in your case and that the DSL one is green. In that case it looks like the migration has completed and you need to put your Idnet login details into the DGND300. It should then connect ok.

Rik · Sep 13, 2011, 17:47:20

Welcome to the forum, optimo.

Like Steve, I think your employers cancelled the service, rather than migrate it. Let me make a call.

Rik · Sep 13, 2011, 17:56:37

OK, I've had a chat with support, but because you're not on an IDNet IP address, they can't identify you from the information I can give them. Brian, unfortunately, is on earlies this week, so has gone home.

I can try again tomorrow, but I think it better that you talk to IDNet direct. If Ian's advice above doesn't work, then my gut feeling is that your employer simply cancelled the service. Did you get a MAC?

optimo · Sep 13, 2011, 18:41:45

Wow thanks for the feedback everyone.

Yeah Brian said this morning that he couldn't tell if there was BB on the line, but that the migration had failed.

Am just sort of stuck in no-mans land with BT as neither Business nor Residential can tell me if there is the old BT BB on the line (i.e. they just cut it despite a migration pending). Bit of a farce from BT, and no info coming out of them. Guess I tried to do two things at the same time, which BT didn't mention wouldn't work as they were effectively killing the line. Nice.

Will leave it a couple of days, wait until the Business-->Residential line transfer is completey done (BT also faffing around on that), then open a new IDNet request.
Thanks all.

Rik · Sep 13, 2011, 18:54:03

Our pleasure. Let us know how you get on.

Ray · Sep 13, 2011, 19:01:02

jameshurrell · Sep 14, 2011, 11:21:06

Quote from: optimo on Sep 13, 2011, 17:32:01
I was also downgrading from a Business line account to a regular Residential account, so BT appear to have completely cut off my BT Broadband, and the migration to IDNet failed.

I may be wrong, but by doing this BT are probably opening you a new account for your line - which effectively cancels any services that are live on them (i.e. ADSL broadband). I had a similar issue when I wanted to change the name on a business line - it couldn't be done without creating a new account, which cut the service on the line. I had to re-order ADSL in the end.

pctech · Sep 14, 2011, 15:02:40

Quote from: jameshurrell on Sep 14, 2011, 11:21:06
I may be wrong, but by doing this BT are probably opening you a new account for your line - which effectively cancels any services that are live on them (i.e. ADSL broadband). I had a similar issue when I wanted to change the name on a business line - it couldn't be done without creating a new account, which cut the service on the line. I had to re-order ADSL in the end.

I believe they term it a 'cease and re-provide'?

Rik · Sep 14, 2011, 15:13:58

You left out the 'and raise a new charge', Mitch.

optimo · Sep 15, 2011, 13:52:23

They really are cowboys aren't they. They did indeed completely terminate the line and all services during the re-grade.

After initially being fobbed off with 'the order is still open, give it a few days', I managed to get someone who gave a toss about customer service, who found out it had been terminated. We went through the entire 'new account' opening process, got a new order, got to keep my telephone number etc. Plus they have credited me for my losses due to not being able to migrate my broadband. Which was nice.

But now today some other muppet has called to say that the initial order has been re-opened and I'll be given a temporary number, despite my insistence I already had a new order open. Left hand doesn't know what right hand is doing...

Line due back on the 20th with a temporary number. If I set up ADSL on that temp number, and I get my old number back, I take it the whole ADSL thing goes pear-shaped? Best to wait til I've got my old number back I guess?

MisterW · Sep 15, 2011, 14:06:53

QuoteLeft hand doesn't know what right hand is doing...

Left hand doesn't even know where Right hand is

pctech · Sep 15, 2011, 15:23:25

One could say the same for a northern based BT owned ISP too or at least that was the case when I was with them.

MisterW · Sep 15, 2011, 17:55:08

optimo · Sep 20, 2011, 09:16:41

Hola,

I got a BT line back in my house now, so am re-booking broadband. It's a different number, which isn't a big deal.

I wanted to pay by Credit Card, but on the payment page it doesn't show American Express - my preferred payment method for the Air Miles! (maybe have the cards you accept on the page before?), so I clicked 'cancel'.

Then got this page: "Payment Failed. There has been a problem with your payment. Your order will still proceed but you must arrange a suitable payment method prior to your service going live."

Do I need to do anything to pay by direct debit instead or will you be in touch to arrange? (Have had no email, not order confirm number. Shall I just go round the process again?)

tvm all

Glenn · Sep 20, 2011, 09:42:28

Best call support on 0800 331 7000, they will be able to arrange your payment.

Simon · Sep 20, 2011, 11:18:36

Yup, and just to clarify, the forum, IDNetters, and the company, IDNet are not one and the same.

Lance · Sep 20, 2011, 12:28:12

But if you want to provide me with your bank account details I'm sure I can find a use for them