Monday 25th November

A knock at the door

'Good Morning! It's your BT Engineer come to install your phone!'

We talk about Internet access. I learn that ADSL is a non starter.

'You couldn't even get ISDN here 6 months ago!' 

I dial 150 in an attempt to get official confirmation that ADSL is not available.

Tom answers.

20 minutes on hold. He says he will call back. He fails to call back.

That evening I dial 150.

Graham answers.

I order the ISDN service Home Highway.

He sees that ADSL has been 'tested' on my line, but is not possible. I would be notified of when it's available. Their would be a free transition to ADSL from ISDN.

I ask 'Do you have an address to complain to? I want ADSL!' 

'Yes' 

Customer Service
BT PLC
Correspondence Centre
Team Valley Trading Estate
Gateshead
NE11 0ZZ

Wednesday 27th November

I phone Councillor Crooks (Lib Dem). He is aware of the ADSL broadband difficulties within Monkston.

He recommends emailing our MP, Brian White.

Here's a copy of my email:
 

To Mr Brian White, Member of Parliament for North East Milton Keynes Sir Is there a lobby group to "bend BT's ear"? I have been an ADSL broadband internet user since the summer of 2000. I have recently moved house to Monkston, Milton Keynes. I have moved to the Abbey Mead Housing Development, built by Redrow Homes. This development will be complete in March 2003. I am surprised to find that BT doesn't provide ADSL broadband to such a modern development in the New Town of Milton Keynes. This I find out only after I have moved house, paid solicitors and stamp duty. Had I known about the certain lack of ADSL I would not have moved to Monkston, but found another estate within the city. I am also disappointed that my initial inquiry for ADSL within Monkston was rebutted with a "We'll test the line once you have moved in, Sir." The real genuine answer was obtained by my waylaying a BT engineer. (Real flesh and blood too!) "Not too likely. You see most of Monkston is on a big fat fibre optic cable, not good old copper twisted pair. Fibre runs from Bradwell Abbey to your local cabinet, where you have five pairs laid in to your house. ISDN can be provided, because that's essentially already being run on the optic, but ADSL? The bandwidth, no way!" So, when I move house, do I have to entrap a BT engineer into telling me what's really going on? I asked NTL whether they could provide anything. I learnt that within Milton Keynes all they did was relay half a dozen terrestrial TV channels. A rather sad and tired service. (No wonder they're so many satellite dishes going up!) In summary: 1, When will BT provide ADSL within Monkston? 2, How can one find out about BT's plans for ADSL deployment? 3, Is there a lobby group where I can focus my frustration? 4, NTL: why aren't they doing anything interesting within Milton Keynes? I would be grateful for your insight, and any for any organisations you can put me in contact with. Regards Nick Hubbard

Monday 2nd December

No acknowledgement from my MP, so I send it again, this time via the parliament.uk website.

I compose another email. This time to BT, having played with the ADSLguide site and the bt.com/broadband sites.

Thursday 12th December

No reply from MP or BT during my week's holiday away.

I decide to order Nildram's Broadband service.

Nildram email me. They are waiting on BT, I should know within 3-4 days.

Friday 13th December

150 takes another pounding.

'How's my ISDN I ordered? I ordered it a week ago.'

'Home Highway, sir. You are due a site visit. This could take up to 42 days from the date of your installation to check.'

'What?'

'Yes, you had your line installed on the 5th December. It takes time to the details to be entered on our computer.'

I choose not to prevaricate by saying it was originally the 25th November. I remark that this was not acceptable. I explain that I really need ADSL.

'Oh. But Home Highway has a minimum contract term of one year. You would be penalised if you ordered Home Highway, then took up ADSL. However you wouldn't be penalised if you moved between BT products.'

'I really want to know about the state of ADSL availability on my phone line. How do I do this?' I twitch.

I get transferred to BT Openworld.

I get the sales pitch. The only way of finding out is to place an order.

I place an order.

My postcode is checked. Monkston apparently has ADSL.

'Yes sir! 7 to 10 days sir. You'll get some filters in the post!'

I thanked her, not expecting anything happen as quick as that.

Saturday 14th December

Seems like I'm going to got Home Highway. Mike Smith from BT calls. He gives me the details of the numbers allocated to me.

The equipment will be installed on Thursday the 19th, in the 8:00 to 10:30 slot.

I'm pleased. At least I'll be on the Internet, without a slow modem.

Monday 16th December

An email from BT! They cannot proceed as my number is ISDN.  'Please order a second line!'

Tuesday 17th December

150 again. The voice menu system is now familiar. 4, 4, 2 seems to be the best sequence. I order a second line, to be installed on the 2nd January 2003.  This then will give BT something to test ADSL with.

'Do you use the Internet from home?' I'm asked again.

'Yes I do. If you have any questions to do with the Internet please ask. Anything, Routers, switches, TCP/IP, HTTP I'll help you if you have any questions.' 

'No that's fine. I guess you know that there are alternate...'

I interrupt. 'Just give me a phone line, forget the ADSL questions!'

'OK'

Apparently if ADSL is not possible on the new line, then it can be disconnected at no charge. This is good.

Thursday 19th December

10:15 the phone rings

'Er..' it's Beavis, as in Butthead. 'Err.. eh.. You know we were supposed to come and install your ISDN.'

'Yes.'

'Well our supplier has let us down. In fact I'm three ISDN cards short. They're special fibre optic ones.' 

''Our supplier has let us down.'' I squawk John Cleese like. I calm down. 'I won't shoot the messenger. When do you think you'll get them? I'm not dialling 150: that's to much of an ordeal. Let me know when you can do the installation. I expect it will be until after Christmas.'

'Yes, you're probably right sir.'

I wish him seasonal complements and hang up. There is nothing to gain by giving the poor guy a mouthful.

Not having the parts is a particularly lame excuse. This is 2002, not 1972. These days parts are ordered, scheduled, tracked by computer. I know this. I do this. I have done this.

I get annoyed with yet another yarn. Yet another bunch of slackers who can't be bothered.

Friday 27th December

The work at the exchange had been carried out. My phone number has changed, but the final ISDN connection had not been made to my house.

I dial 150. I'm amazed at the durability of the batteries in the radio operated phone I'm using.

'What's happening to my ISDN?' I ask some anonymous non-entity.

'ISDN is a business product. Please use the correct term. You mean Home Highway. Please say Home Highway, not ISDN.'

I decide to demure. BT's marketing dept came up with 'Home Highway' sometime in the early 90's. Until then it was called ISDN2. Anyway...

'What's happening to my Home Highway?'

'Are you sure it's not installed? You're using the new number. Do you know what you're doing?'

I replied that I did, and that some fibre optic ISDN cards were required. 'Why have you not proactively sorted this?'

'We will call you back.'

Mike calls. He apologises for the screw up. 'Your ISDN will be connected on the 3/1/03 at 10:30.'

Thursday 2nd January 2003

A BT engineer calls.

A second analogue line is installed. He doesn't connect the ISDN - that's booked for tomorrow. A dual socket is installed, and the second line connected to the cabinet. There are 'conditions' on the line, but it is not yet working.

This second line is going to have my old number. OK BT have acted reasonably in doing this. But remember my objective: this line is to antagonise BT into providing ADSL. Each time the line is certified as a 'duff un' I get it disconnected. I do not intend to use the line as such. 

The engineer hears me complain about the lack of a contact person when dealing with BT. 

'I wish I could just talk to one person!' I sigh.

'Nine tenths of my customers say that!'

He reappears - there is no connection. He makes a temporary rig, breaking and leaving the cable exposed outside so he can check independently.

He leaves with a cheery wave.

I return home late that evening. The new line works. 150 - I want the caller ID service working please! 

The operator exclaims: 'Your database entry is HUGE!' She happily organises the caller ID reconnection.

She suggests that I ask ADSL on 0800 800 060 for a retest in 7 days time. 

Wednesday 29th January

I call BT. There is no news on ADSL.

Sunday 2nd March

The campaign is launched. I get a good response from the number of leaflets posted.