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BT Questions and Answers

Questions and Answers 3rd June 2004

Are there still places for members to join the trial?
Is the BT Broadband availability line checker to be trusted?
I’ve watched my line go from red to green... what's going on?

  1. Are there still places for members to join the trial?

    BT: There are plenty more places available on the trial for people who want broadband and were previously too far away, so why not join the trial today?

    We apologise for the earlier delays in contacting customers who have chosen BT as their ISP.
     
  2. Is the BT Broadband availability line checker to be trusted?

    BT: Yes. It draws on a live database which changes through updates based on the latest line performance data. The database under went a great deal of data checking, updating etc. just before the 5th of May.

    The results of this work has meant that a small number of lines which were previously categorised as red – or unable to serve reliable broadband, have now had their status changed to amber or ‘may be’ able to get broadband, or even to green, ‘should’ be able to get broadband.

    If the checker now tells you you’re green or amber, this is an accurate reflection of your line’s status. So order broadband through the normal channels.

    Amber – may be able to get broadband
    If you’re ‘amber’ and you place an order through the normal channels, a secondary line test is made.

    At this stage your line is reliably determined to be green or red.

    If it’s green, the normal ordering channels process it.

    If it’s red, the normal ordering channels email you to say so. At this stage you, the customer, choose an ISP participating in the trial and tell them your recent broadband order failed (It would be useful to provide the ISP with the date) and say you want to get on the trial.
     
  3. I’ve watched my line go from red to green during the process of getting on the trial. What’s going on?

    BT: You are only eligible to get on the trial if the length of the telephone line between you and the exchange is too long. If you fall into this category we urge you to join the trial by choosing a participating ISP.

    However, if you were to constantly check your telephone number in the broadband availability checker during the process of getting on the trial, you would see it go from red to green. This does not mean that BT have miraculously changed your lines ability to deliver broadband – rather because of our back office order processes, we have manually overridden the line’s status in order to process your ‘trial order’, send out modems etc. If you were to leave the trial, your line would revert back to its true status: red.
 

More Questions and Answers

May 2004
April 2004
February 2004
November 2003

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