Hi
Being as brief as I can:
* BT Local Business reseller (Converged Communications in Leeds) draws up
agreement for telephony renewal at end of the previous term at request of
mutual customer who (paraphrasing what the BTLB reseller told me when I
rang them) has apparently told them "you need to do better on our line
rental and call costs, but are happy with our existing Internet unless you
can substantially improve the speed or wifi signal" (customer was already
on 80/20 FTTC, 69mbps sync, and based on their relatively negligible usage
do not even need "faster Internet" but that is by the by)
* BTLB builds a quote/order for their relatively complex setup - ISDN30
channels, PSTN lines, and existing BT broadband one of their subtenants
uses, and adds an extra BT Infinity service to a PSTN line apparently
picked at random so that they are selling something new to "justify
reducing the price of other elements", adding this order as a "new
acquisition". Unfortunately they chose the line we supply (via Zen) FTTC
on.
* They apparently present the quotation without comment setting out what
they have done and that they are adding a new service ("1x BT Infinity
Broadband" becomes "2x BT Infinity Broadband", customer doesn't pick up on
that), or that it will cause any migrations if there is an existing service
on the line (because BTLB didn't check if there was an existing service on
the line). The salesdroid seems satisfied that he was okay to add the
infinity service as he was "increasing the speed of the broadband as
requested" ("Okay...but it was already on 80/20" "right, but it's fibre
now" "...no")
* No migration notice to the losing provider appears to have been
sent/received by us/Zen so far as anyone can tell (Zen are looking into
this)
* Customer rings us today to tell us their Internet is not working because
BT have of course migrated them as nobody responded to the notification
(which we do not appear to have been sent) to put a stop to the migration
* Reseller's position is that the customer is in their cooling off period
so they can "just place a migration order back and we'll cancel the
agreement" but this leaves the end user with 10wd without our (or any)
static IP which is specified and used in various places and is a
non-trivial thing to be changing (particularly to change back in 10wd)
I am of the position that the "new service" was missold by the BTLB, but
arguing about that doesn't help the customer get back online.
Does anyone know if there anything that can be done about this to revert
this quicker than placing a migration (given migrations cannot be expedited
in any way, because, of course notice is supposed to be given!)?
(Also, are BTLB resellers really supposed to be marketing themselves as
"being BT", answering the phone as "BT Local Business" etc? Our customer
was quite convinced they were dealing direct with BT, but, of course, they
are not.)
Phil
