Rivendell IT – Customer Casebook
Case 1
BT could not provide Broadband as there was a line sharing device
(known as a DACS) on the line. The customer had signed up with Tiscali.
After two weeks the customer was informed by Tiscali that the line was
ready and dispatched the modem to the customer. The customer could not
get the service to work. We were approached and investigated the problem
and found that the DACS on the line had to be removed. We called Tiscali
on the customer’s behalf and they refused to request BT to remove it. We
advised that they move the line to an Internet provider called Fast
(www.fast.co.uk) who took the service
over. They requested BT to remove the DACS and we setup the modem for
the customer.
They are now online and enjoy Broadband.
Case 2
The customer was with Orange but they had no service even though they had been signed up for 3 months. We investigated the problem and found that there was no signal on the line. We contacted Orange but after various lengthy phone calls they would no have the fault investigated by BT Wholesale because as far as they were concerned it should be OK. We advised that the line should be changed to Fast who had the fault investigated and now they have Broadband
Case 3
The customer was supplied with Broadband but could not get it to work. They spent many hours waiting in telephone queues for people in foreign lands with doubtful English to answer their questions – but still could not get it to work. Once we were called in we found that there was a signal on the line, but a single filter was needed. Once this was installed the customer had an excellent Broadband connection