Separation between BB billing and BB IT support

[Angua]

After finally (5 weeks later than originally booked) getting most services up and running after moving house, my friend still has a problem with BB.

Aparently whilst billing for BB is registered to her new address the IT signal is still going to her old address. When she rang a week ago a chap in Glasgow told her it would take a week to 10 days for the IT part of the package to be moved to her new address. Is this information true, or waffle to get a fed up customer off the phone?

BTW she seems to think she is paying £24.99 pcm for 1mb (however having negociated a price drop for all the hassle does not want to press this point).


Help, information and advice is most appreciated as always.

[sheilablige]

Can you tell what the prob is? ie do you have modem or Set Top Box?
If modem what sequence of lights.
In my time at NTL I never heard anything like this so assume is waffle but could well be wrong.
More info please
You say you spoke to some one in Glasgow - that will be cust servs. best to go thru to Tech Support - altho these guys are under a lot of pressure (AHT etc) you may just be able to get someone to sort - be nice!!! Things such as house move not really their job but I know certain things are possilbe.

[Angua]

Thanks for that info. As my mate has not been able to connect to the internet since July this is all somewhat second hand information.

When she switches everything on and tries to connect a bubble comes up on the screen saying you have a 1mb connection and then nothing else happens. She can't surf or get e-mails. As I am a bit (but not hugely) more computer savvy than she is I was hoping to be able to either explain to her how to solve her problem (or what questions she should be asking). Failing that, to arrange to visit and sort things out for her on the spot. Hence my original question as to if she is being spun a line.
She does have a SACM and 2 Samsung boxes for TV.

Thanks again

Originally Posted by Angua

Thanks for that info. As my mate has not been able to connect to the internet since July this is all somewhat second hand information.

When she switches everything on and tries to connect a bubble comes up on the screen saying you have a 1mb connection and then nothing else happens. She can't surf or get e-mails. As I am a bit (but not hugely) more computer savvy than she is I was hoping to be able to either explain to her how to solve her problem (or what questions she should be asking). Failing that, to arrange to visit and sort things out for her on the spot. Hence my original question as to if she is being spun a line.
She does have a SACM and 2 Samsung boxes for TV.

Thanks again

first thing we need is the ip address of the modem. Plus did they fit a new modem ?

Just the last 3 digits of the ip address

[Angua]

I am being absolutely but is the ip address of the modem the number I found when I looked at LAN (via "network connections")? I am trying this on mine as we have the same XP.

Yes she did get a new modem complete with ethernet cable.

(She is out at the moment but I will try later)

[Florence]

easiest way to find your ip is to visit whats my ip

Originally Posted by Florence

easiest way to find your ip is to visit whats my ip

thanks Florence - or even on here if you click the 'connection' link on the top menu bar, in the forum view

[Angua]

Thanks Peeps.

At least I know what I found through the control panel etc is what I need my mate to find (as she has no connection unfortunately neither of your helpful suggestions will work for her)

[Angua]

Well after all that my mate is back up and running with 800 e-mails to go through. She got a really helpful chap on the phone who tried everything and now she is ok.

Thanks for everyone here's help as well.