13 replies to this topic

[Laura_Babs]

I hope it is OK to ask this here as it is non-Glastonbury related if not then I'm sorry. I just know that there tend to be quite a few nice and technically minded people here from what I have seen and so am hoping someone can help.

Today I get an email from my broadband provider saying that BT have told them they are cutting my phone line off. So I give them BT a call and turns out my direct debit payments haven't been coming out so they have disconnected my line! No letters from BT or emails - just the email from my broadband provider. So I pay the outstanding amount which is fine. It'll take 24 hours for my payment to go through and then 2 working days for a new line to be set up but I can't make that order until tomorrow night!

In the meantime, my broadband is still working and I don't know why! Can anyone explain to me why if the line has been disconnected, that my broadband is still getting to me and presumably through that line?

Clearly I'm not upset about this but just confused. Also could someone tell me that in this situation how long the internet connection hangs around for? There was something we really needed internet connection for tomorrow night!

Thanks!

[rabid]

They've only cut off the voice service not cut off your line. The broadband and voice only use the same wire between the telephone exchange and your house.

[Laura_Babs]

rabid, on Jan 23 2010, 07:42 PM, said:

They've only cut off the voice service not cut off your line. The broadband and voice only use the same wire between the telephone exchange and your house.

Thanks for your help.

But they claim they have disconnected the whole line and they have also sent a message to my broadband provider saying this. It's confused me a bit! TBH we don't use our phone (hence why I hadn't noticed that it hadn't been working for apparently a good while) as we purely have it because we need it for broadband!

I mentioned to a BT lady when trying to set up a line again that my broadband is still working and she was very confused as it apparently shouldn't be!

Could it be that turning the voice service off is easier and quicker than the broadband? Just a bit baffled and hoping it keeps going long enough for American football play offs tomorrow night. Then it can die and I have a week to fix it!

[Mahdnyw]

It will be what BT term a "soft" disconnect, where they push a few buttons on a computer and restrict your service - but the physical cables are still connected, it can be weeks or sometimes months before they follow up with a "hard" disconnect.

The upshot of this is that your broadband will still work until they get around to doing a hard dis - ignore what the customer service reps are telling you , they only have access to the accounts system, not the physical exchange wiring.

The downside of this is that once a soft dis is initiated, a hard dis is inevitable - once this happens it can take 5-10 working days to get the service restored.

[jamseyboy]

As the previous reply states its all down to the type of phone line connection you have. From what you have said it looks like the line you are using is shared and your BT contract is based on the voice use....so hopefully you should be okay....however if the line is totally disconnected ( ie severed) then you will use all use. There is a re connection fee then to be paid and it is a long winded old affair. I think that based on what you have said then it is just a short term non payment issue and you should be okay.

The other answer is that you are someone elses wifi....and if thats the case then its their fault for not protecting the connection. Where I am I can get on to 3 other wifis ( not that I want to) and these people are just leaving themselves open.

Hope my limited knowledge helps.

[Laura_Babs]

Mahdnyw, on Jan 23 2010, 07:55 PM, said:

It will be what BT term a "soft" disconnect, where they push a few buttons on a computer and restrict your service - but the physical cables are still connected, it can be weeks or sometimes months before they follow up with a "hard" disconnect.

The upshot of this is that your broadband will still work until they get around to doing a hard dis - ignore what the customer service reps are telling you , they only have access to the accounts system, not the physical exchange wiring.

The downside of this is that once a soft dis is initiated, a hard dis is inevitable - once this happens it can take 5-10 working days to get the service restored.

Thanks - think I'm with you!

Am I right to think that a soft dis is when you still have a dialing tone and a hard dis is when you don't? A hard dis is the one you end up paying a fortune to get reconnected (I think) - the type you get if you just move into a house and discover there is no phone line?

They are telling me that it will only take 2 working days to set up again once I place my order (as opposed two 2.5 weeks when I moved in!).

So I have now paid the money and can call up to order a new line tomorrow (have to wait 24 hours). In which case perhaps it won't ever turn into a hard dis and I will be OK?

Also I'd assume they aren't going to be paying someone double time on a Saturday night or Sunday to go to the exchange and turn off my broadband so in theory I should be OK until Monday. (or is that just wishful thinking?!)

[Laura_Babs]

jamseyboy, on Jan 23 2010, 07:56 PM, said:

As the previous reply states its all down to the type of phone line connection you have. From what you have said it looks like the line you are using is shared and your BT contract is based on the voice use....so hopefully you should be okay....however if the line is totally disconnected ( ie severed) then you will use all use. There is a re connection fee then to be paid and it is a long winded old affair. I think that based on what you have said then it is just a short term non payment issue and you should be okay.

The other answer is that you are someone elses wifi....and if thats the case then its their fault for not protecting the connection. Where I am I can get on to 3 other wifis ( not that I want to) and these people are just leaving themselves open.

Hope my limited knowledge helps.

Thanks. Nope - definitely my wifi - we are the only one with O2 who are my broadband provider. The thing is it is not a 'missed a payment, putting a block on the calls' type thing. Apparently it is full blown disconnection of the line so that's what has confused me.

[Laura_Babs]

Thanks for everyones advice so far by the way. I knew I'd get some helpful answers here!

You'll all know when I have been cut off as I will only be on here between 12.30 and 1.30 Monday to Friday's!

[Mahdnyw]

Laura_Babs, on Jan 23 2010, 08:01 PM, said:

Thanks - think I'm with you!

Am I right to think that a soft dis is when you still have a dialing tone and a hard dis is when you don't? A hard dis is the one you end up paying a fortune to get reconnected (I think) - the type you get if you just move into a house and discover there is no phone line?

They are telling me that it will only take 2 working days to set up again once I place my order (as opposed two 2.5 weeks when I moved in!).

So I have now paid the money and can call up to order a new line tomorrow (have to wait 24 hours). In which case perhaps it won't ever turn into a hard dis and I will be OK?

Also I'd assume they aren't going to be paying someone double time on a Saturday night or Sunday to go to the exchange and turn off my broadband so in theory I should be OK until Monday. (or is that just wishful thinking?!)

Yep - with a soft dis will have a dial tone, but the calls will be restricted.....a hard dis will be complete removal of your circuit at the exchange and yes, will cost you around £100 or more.

Good luck with 2 days, it is possible, but from experience (I used to work in telecoms ) it will more likely be 4-5

Edited by Mahdnyw, 23 January 2010 - 08:09 PM.

[Laura_Babs]

Mahdnyw, on Jan 23 2010, 08:06 PM, said:

Yep - with a soft dis will have a dial tone, but the calls will be restricted.....a hard dis will be complete removal of your circuit at the exchange and yes, will cost you around £100 or more.

Good luck with 2 days, it is possible, but from experience (I used to work in telecoms ) it will more likely be 4-5

Aha! Great - certainly sounds like a soft dis then! Keeping everything crossed that we can make it until Monday then I can order my new line and hopefully (fingers crossed) have it all sorted without line disruption!

Thanks.

[Mahdnyw]

Very unlikely to be a hard dis at this early stage as that involves actually paying someone to physically remove the circuit

It's usually done as routine maintenance or when the exchange has capacity issues

[Laura_Babs]

Mahdnyw, on Jan 23 2010, 08:11 PM, said:

Very unlikely to be a hard dis at this early stage as that involves actually paying someone to physically remove the circuit

It's usually done as routine maintenance or when the exchange has capacity issues

You would not believe how happy this makes me! I have been stressing about this since lunchtime!

Hopefully there won't be any need to deal with a grumpy boyfriend missing the American football tomorrow night!

They have their money now so at least I'm halfway to making a mends with BT!

Thanks again

[G1T]

The soft ones are no worry, used to get them the whole time when paying bills was an issue. Used to lose the phone first, then eventually the net, but never got charged for reconnecting.

They can take up to 48 hours to restore everything, but I found if you phone them back and plead desperation for needing the net/phone back quicker, if you're nice about it, they'll do it there and then.

[Laura_Babs]

G1T, on Jan 23 2010, 10:27 PM, said:

The soft ones are no worry, used to get them the whole time when paying bills was an issue. Used to lose the phone first, then eventually the net, but never got charged for reconnecting.

They can take up to 48 hours to restore everything, but I found if you phone them back and plead desperation for needing the net/phone back quicker, if you're nice about it, they'll do it there and then.

Thanks for the tip! Still online for now so hoping we are OK until tomorrow now!

I got all panicky at midnight for some reason  - seemed a natural time to lose connection but then it isn't as though they would realistically go to the exchange at midnight at disconnect me. I'm thinking the same about Sunday. I'm going to be slightly nervous all day!