BT Business Nightmare

[rambot]

I requested a pin number change on our smart divert system last monday 21st April 2008. I was given a BT reference number. 9689653566. I was informed that the job would be complete in 48 hours and i would receive an email when complete.
On wednesday no email arrived so i waited until Thursday. i contacted BT local business department and i was informed by a young lady that she would sort it out and email me when complete.
Monday 28th April in the morning the requested pin number change had not occured, I then went to use the smart divert system at 16:40 yesterday afternoon to hear a message that the service was not available. So i presumed that the pin number had been changed. I tried again with the requested pin number and still no service available. i immediately phoned BT and was told the pin number was changed and the job was complete and closed down. I informed them that the system was not working.
They carried out a line test and informed there was a fault. I then spent a further 2 hours trying to get some one to resolve my problem, All the chap in faults wanted to do is charge me out of hours call out fee to fix the fault on my line. A fault which i never had previously to the pin number change. I was left with they would fix it by 5pm today.
Tuesday 29th April.
I received a text message at 07:23 this morning to inform me they were working on the fault, at 11am this morning still no line working.
At 11:32 a text message to say that the faults were fixed arrived. STILL NO LINE WORKING.
I have now spent since 11:40 trying to get someone to fix our problem and get our smart divert working again.
We only access our system by Smart Divert and never use the phone socket directly. The actual socket is at a remote location to satisfy the legal LIcensing laws surrounding taxi and private hire business.
At the moment my business is losing about £430.00 per day. this line has been off now since approximately 16:30 yesterday afternoon.
Latest............
At 18:30 today still no working line and still no smart divert. We have had no calls since yesterday at 17:00 and it does not look likely that we will be back on tonight. BT have even informed me that they have actually had a cease request on our Smart Divert. This i do not understand. How the hell can a simple pin number change request lead to a taxi company having no incoming line for in excess of 24 hours.
I am now at the end of my tether and am about to give up entirely.

[tiglet]

bump

[buzby]

Anything's possible! Your error message sounded to me as thgough the SD server was down (nothing to do with the PIN change) but as you say, this could simply be a configuration issue caused by someone tinkering with settings that they shouldn't. Remote access (when you cannot get to the actual socket) is never to be advised as most 'faults' can be cleared (or checked) quickly - on on some implementations, with no PIN required.

On the plus side, you'll get compensation, but you MUST remember to ask for this at EVERY stage of the game, normally the engineer the finally clears the fault flags this a compensation payable and it appears as a credit on your next bill. This assumes you accept their standard comp terms - if you want to follow the route for ACTUAL loss, this can be fraught requiring lots of paperwork and hassle.