Attu
03-08-2007, 22:21
Hi, weve just set up a new business and have had 2 BT lines fitted, one for Fax and Credit card machine and the main line for calls and broadband.
Weve noticed the phones haven been ringing as much as we thought the should and a few people said they were having problems getting through on our main line and the number of people saying this had been growing over the past two weeks.
After the first few complaints we rand BT and they said there was no fault on the line but after more and more people complaining we rand again and still they said there was no fault on the line.
Then we received a call from a customer who said she could only get through if she included the STD code even though she was in the same area....hmm then we noticed that 90% of the calls we had received over the few weeks that had got through were either out of town or mobile numbers both of which would have to enter the STD code.
So back onto BT who again said there was no fault on the line but after a few hours phoned to say they had found a software fauld that the exchange and every thing was OK....that was yesterday (Thursday)
Today (Friday) as receive a call from a customer saying the couldnt get through on out main line :mad::mad::mad: so back onto BT and they ask for a list of numbers that cant get through and every number is a Telewest number (Virgin) so for the first time in 2 weeks weve finally found some thing common between the faults, as Im on the phone to BT an engineer turns up to check our equipment but every thing is OK, he checks ADSL filter ect but no faults then one of our staff who is on Telewest gets her daughter to try and phone while the BT engineer is there and she cant get through but she can get through on the Fax line number.
We then get other people who our staff know are on Telewest to try and phone and non of them can get through on our main line but all can get through on the Fax line, the engineer even got his wife to phone our number as she is a BT number and she could get straight through so it looks as though no Telewest (Virgin) calls are getting through to us.
We have the fault logged with BT and tried to contact Virgin but as we are not Virgin customers could only suggest we get our customers to phone Virgin and complain.
At the moment we estimate were losing over £1k a day in lost calls but its hard to quantify as we dont really know how many customers arnt getting through so we need to get this fixed ASAP but has anyone got an idea of what can be causing these Telewest calls not to get through to us ....BTW when they try the number they just get a constant dead tone over the phone.
Thanks
Andy
Weve noticed the phones haven been ringing as much as we thought the should and a few people said they were having problems getting through on our main line and the number of people saying this had been growing over the past two weeks.
After the first few complaints we rand BT and they said there was no fault on the line but after more and more people complaining we rand again and still they said there was no fault on the line.
Then we received a call from a customer who said she could only get through if she included the STD code even though she was in the same area....hmm then we noticed that 90% of the calls we had received over the few weeks that had got through were either out of town or mobile numbers both of which would have to enter the STD code.
So back onto BT who again said there was no fault on the line but after a few hours phoned to say they had found a software fauld that the exchange and every thing was OK....that was yesterday (Thursday)
Today (Friday) as receive a call from a customer saying the couldnt get through on out main line :mad::mad::mad: so back onto BT and they ask for a list of numbers that cant get through and every number is a Telewest number (Virgin) so for the first time in 2 weeks weve finally found some thing common between the faults, as Im on the phone to BT an engineer turns up to check our equipment but every thing is OK, he checks ADSL filter ect but no faults then one of our staff who is on Telewest gets her daughter to try and phone while the BT engineer is there and she cant get through but she can get through on the Fax line number.
We then get other people who our staff know are on Telewest to try and phone and non of them can get through on our main line but all can get through on the Fax line, the engineer even got his wife to phone our number as she is a BT number and she could get straight through so it looks as though no Telewest (Virgin) calls are getting through to us.
We have the fault logged with BT and tried to contact Virgin but as we are not Virgin customers could only suggest we get our customers to phone Virgin and complain.
At the moment we estimate were losing over £1k a day in lost calls but its hard to quantify as we dont really know how many customers arnt getting through so we need to get this fixed ASAP but has anyone got an idea of what can be causing these Telewest calls not to get through to us ....BTW when they try the number they just get a constant dead tone over the phone.
Thanks
Andy