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Subject: Tips for a successful broadband order

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graeme.coutts
Posts:30
29 Jan 2007 15:55:52 Alert 
There have been a high number of successful broadband orders in the last week and residents without broadband are now the proud owners of 4Mbps+ connections. However there are still a number of frustrated residents out there who are finding it difficult to place an order with their chosen ISP. I have listed some tips here which I hope will be helpful. 1. The line checkers have not been updated. We were all informed in the letter from Openreach that the order handling process is not yet fully automated. This includes the line checkers and pretty much every ISP online ordering system. BT Openreach went live with the new broadband system without this in place so that the folks of Kingswells could order broadband without any further delays. This means that when you or an ISP does a check on your line it will still show Fibre Optic (TPON) and that the line is incompatible with ADSL. You have to convince your chosen ISP that this information no longer applies and your line can provide a broadband connection. 2. Phone your chosen ISP. Do not use any online order process as it is highly likely to fail. 3. Call centre employees simply read from pre-composed scripts when dealing with tricky customers. Dont expect them to know anything about the new system in Kingswells. 4. Don't burden the call centre employee with talk of Remote DSLAMs as they won't know what you are talking about. But do mention the letter from the Scotland Regional Director for BT Openreach. 5. Explain clearly to the call centre employee that automated systems will not process your order. They will still try to use the line checker so explain to them that the line checker will still show TPON but this has now been replaced by the new technology. 6. Tell that call centre employee that you need to place a manual order with BT Wholesale. The process is known as a CRF. If the call centre employee is unwilling to do this or doesn't understand what you are refering to then hang-up and choose another ISP. Good luck, Gec.
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Forums > Kingswells Forum > Broadband > Tips for a successful broadband order


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