BT Shambles - Advice please with a house move....

Is it me or is BT really taking the mick out of me?
Ok; so I've been a BT customer for 8+ years in 2 homes; I moved into my 3rd home a month ago and did the home move online; however, it had an argument with me and referred me to the call center. I spoke to a lady who offered me a free connection if I signed into a contract or I could pay £130 and have no contract as an engineer would need to visit my property.
I agreed to have a zero contract for a £130 connection - Seemed sensible as I'm not a fan of contracts.
They connected my line at 0100 2 days before it's official "move" day - Which was nice as my phone was ringing on and off all night long - I always enjoy a sleep-free night and promptly phoned up the next day to complain that the phone had been ringing all night long whilst they "did their tests" and enquired as to whether or not the engineer would still be visiting as I was going to have the day off; I was told that the engineer still needed to visit and to keep the day free...
On the actual day of the installation - When the engineer was due to arrive and we already had a fully working phone and Internet connection I get a text message to state that the engineer is no longer needed - I'm self employed so I lost a fair packet that day....
I phone again to complain about how un-organised the company was and that I don't think it was fair that I paid £130 for an engineer to install my line at 0100 2 days before and that a day off of work which was un-needed was just rediculous service; I got a very sorry message told my connection would be waived - Thanks BT!
All happy; until now when I receive my bill; with a £130 connection charge; I phone to ask why, I get told that my connection charge was for when I signed up to a 12 month contract??? And that it would not be waived and their was nothing I could do about it - It was a new connection and as stated; there is a connection charge on 12 month contracts and not on 18 month contracts.
I enquire as to who I need to speak with to get this mess sorted out (I'm speaking to the "billing" department at this time) and I get told I need to speak with the "Billing" department who will phone me back???? Very confused!
Whilst waiting for the "Billing" department to phone back I start looking at the BT website and their explanation of one-off charges and I find this on their website....
""" Connecting a new BT line costs £130 including VAT if you only have a calling plan with BT.
If you've signed up for a calls and broadband package or a calls, broadband and TV package, there is no connection charge. """
Well I have TV, phone and BB - So why am I paying a connection charge anyway - There is no mention of contract lengths at all and as such; why is anyone paying a connection charge if they have every service?
Next query I find is an explanation of BT charges and I find a list of all their "one-off charges" and an explination of them; and I quote again...
""" Engineer visit
You have to pay charges if an engineer visits for repair work not covered by the terms of your service contract. When charges apply, there will be a flat rate visit charge of £130 including VAT, which will cover any amount of time spent to fix the problem. """
I understand that a new installation would not be covered by a contract; but then I'm yet to actually find a "contract" anyway??? The engineer never visited my property - If he had; he would have been there at 0100 in the morning in the left-over snow debris; somehow; I don't think so!
Can someone point me in the right direction for a copy of a contract that we sign up to or someone I need to speak with regarding this as I'm at the end of my tether and simply want to send this sham to the Office of Fair Trading and see what they say.
I'll be honest; £130 is not the issue; it's the fact that I actually don't know anything about what BT charges for these days and neither do their "billing" team by the sounds of it.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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House move - no BT line there - contract exit opti...

Apologies if this question has been asked before but I've searched for the offical BT policy document reagarding house move but can't find anything.
I have 3 months left on a 12 month contract and i'm about to move house.
According to BT my new rental property does not have aBT land line installed, and never has, and as such will require an engineers visit costing £130.
I may be wrong but I was under the impression when i took out the contract that I was required to move my service along with the house move _only_ if there was a BT line in my new place to move it to, but if there wasn't then that would allow me to terminate the contract without penalty.
My questions is simple.
Is this actually the case? I would argue that if BT tell me there is no line at the new place then there IS no new line to move the service to thus enabling me to exit the contract.
Can anybody clarify this or point me to a copy of the offical policy wording that covers this contingency please?
Many thanks
Jon

The answers are on this website
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=30848
It seems to imply that if BT cannot provide service at you new address, then cancellation fees do not apply.
It also mentions about 30 days notice if you do not want to take you services with you.
You are going to have to pay an installation charge if you want a phone line installed, as the charge is raised by Openreach, to all service providers that use the cables from the exchange to your new house.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

House move - why so long to provide the service???

On 8th of Jan with a house move confirmed for 14th I rang BT to arrange ceasing line to old property, and enabling phone and BB at new one. It was short notice, but we didn't actually even exchange contracts until the 12th, so it was the best we could do - and the BT web site says 'just give us 5 working days'.
The new property had 2 active lines, each providing phone and BB, so should be a simple move to switch us across they said. Might not be active on 14th, more likely the 19th, but plug in your hub, and when you get the usual green lights your line will be active. Even gave us our new number which we emailed to friends and businesses. So far so good.
Plugged in the kit on 15th - all green, broadband works, phone works. Result! Then I get two almost totally incomprehensible calls from a guy at BT querying a couple of points - fair enough, but then he says that the service won't be active on the 19th as planned - it will be 26th, and that will be provisional.
Oh, and by the way, the new number that you've just told everyone about will now be a different one - and even that's provisional!Turns out that the line I'm using is still linked to the outgoing householder.
So, here I am, with a working phone and broadband service. To enable my service, the BT solution is to disconnect me from tomorrow (19th), and leave me dead in the water until 26th - at least!!!
I guess we can get by on mobiles for voice, but my M-I-L (85) has dementia, and the landline is a major link between her and my wife - not to mention Social Services, GP, and other carers.
Now bear in mind I need no engineer up a pole, or down a hole, no new internal or external cabling, no new sockets, no new handsets, no new hub, ADSL filters or anything else. In this day and age with a modern, high-tech company like BT, surely ALL I need is for someone somewhere at BT to perform a few mouse clicks and I'll be on the air,? Or am I missing something?? (

If BT have an order on a line which is being cancelled, the cancellation will take priority, cancelling out the transfer order. To sum up the people who moved out have cancelled their line, which is why BT have to wait on the line stopping first before their order can be booked. Only then can they place their order which explains the extra delay and the reason why you are left without a phone service. It may be possible, depending on what way the line was cancelled, to fast track the order in 3 working days (it is possible) however this can mess up the backend systems. If the line is just stopped the number should be the same as before, if disconnected from the exchange, or the old homeowner have requested their number to be transferred then that might explain a new number for you

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Support with house move problems - anyone know how...

Hi all,
Just wondered if anyone knew how to actually get an answer or solution from BT regarding problems moving home?
For the 2nd time today and the third time in 3 days I've been on hold for over 40 minutes, having been bounced from two or three different departments yet again following 2 weeks of nonsense, 2 cancelled orders (by them), and utterly rubbish support!
Has anyone found a department that can actually help or have any advice please - any mods out there that could help escalate?
Thanks in advance,
Tim

did you fill out the contact form David asked for by using the link in his profile using a PM to contact is the wrong way to contact as David may be of duty and this could delay your reply from the forum mod team as they will not have the contact form completed the forum mods normally reply within 3/5 working days personally to you by either email or phone
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Ordering phones during house move

Hi all,
I thought I'd rant here rather than be stuck in a queue for 30 minutes. Hopefully a mod can help me out.
So, I contacted BT via the website for a house move and ordered two telephones at the same time to be delivered when we moved in. Simple ehough, one would think, but no
A few days after moving, I checked the order and Royal Mail tracking. The phones had been dispatched to an old address that we haven't lived in for a few years. Not really an issue, but I spent ages on the phone to BT and when I eventually got through to someone who could help, I explained the situation and gave my new address. I was promised the phones next day.
So next day comes and goes and the day after we were doing some gardening at the old house and the neighbour popped around with what I thought were the new phones. Great, I thought, but after a while I checked and actually the parcel was for a DSL modem. Not bad, but not when I expected. So, I checked the latest order on the website and the status was complete. Great .. BT thought that they had completed the order .. but not what I expected.
Come on guys, your CRM sucks. It's not rocket science to dispatch phones to a new address during a online house move transaction surely? Perhaps it's just me, but working for a vendor on latest telecoms products, I expect CRM to work. Clearly it doesn't and the help I recieved after paying for a 30 minute mobile call proved fruitless.
If I were a school teacher ... D- Please try harder. As it is, I'm a telecoms professional and would expect so much more from BT.
Cheers,
Mark

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

House move

I moved house on 14 June and have been without broadband since.
I am an existing BT infinity customer and have been expected to continue paying my bills while there has been no connection. I have spent a total of 2 hours on the phone to date and nobody has any idea what is wrong or has any suggestion of how I should fix it.
I am at a loss of what to do and everything I have tried has failed. Please help!

Hi ASY3000,
I am sorry to hear about the problems you have had with your home move. I can take a look at this for you. Please could you send me in your details using the link found in the "About Me" section of my profile?
Thanks
PaddyB
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

House move, disabled parent and no phone for three...

Hi... Can anyone help me with this as I can't believe I'm the first to have experienced the problem. I move house on 1st May. On 21st April I contacted BT in respect of my house move. The really helpful team at home movers could not find a line at my new property despite agreeing that there was a number and a BT line there. Some kind of glitch blocked their ability to get me sorted. After approx four hours of phone calls to four separate advisors I was told that an engineer would have to go to the property. The earliest date I could be offered is 22nd May. Over three weeks away. I have a severley disabled father (stroke) who will be living with me for a few weeks after my move and with no mobile reception (I live in hilly west wales) I'm now scared not to be able to get a landline fitted incase of emergencies. The BT homemovers team seemed unable to bring my engineer visit foward.... does anyone have any suggestions?

you can try the forum mods who may be able to help
contact mods
can take up to 3 working days for mods to contact you
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

House move connection fee demand.

Hi... I'm new to the forum and I'm hoping a kindly Moderator can help me with a problem which is causing me a lot of frustration and angst!
I've been with BT for many years, and recently completed the house move procedure online. Initially I was told via "My BT" that a line didn't physically exist at my new address and an engineer would call, costing £130.
The line at my new address did exist, and was connected with all equipment and a dialling tone prior to my moving in date.
I was then told (My BT) that an engineer didn't need to call.
When the next bill was sent I was charged the £130 reconnection fee, - to a line which had not been disconnected.
I telephoned the BT helpline, and an Indian gentleman spoke with his supervisor and emphatically told me that I can "rest assured as there will be 110% no connection charge as the line was always live and was not disconnected".
Since then, as my account still showed the £130 charge I sent a cheque (now presented & paid) to cover the genuine charges of £42.33, but then received a threatening letter stating the service would be restricted.
I have written to both BT accounts and BT complaints explaining the above, but have had no reply.
My online BT account now shows the £42.33 as paid, with £130 outstanding.
To reiterate... The landline at my new address never lost it's dial tone from the previous occupant leaving to me moving in, - this can be proven as the phone was used two days before the BT "connection date" when I made an incoming & outgoing test ringer call.
This has now been ongoing for a while and is causing me upset, so I would be very grateful if someone could advise me, please.
With many thanks, kind regards....
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3/5 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

New System Build feedback/advice, please...

Time to build a new WorkStation. My motivation for upgrading is that I have been using a mediocore laptop (i7m, 8gb, 250gb ) from my work as my home system for the last 2 years, I am starting to get more freelance coming in and need a good desktop.
I am not so sure about my processor, mother board and video card choice. I am more interested in app usability than absolute throughput and want to maximise my dollar investment.
Purchase date: this week
Budget: I'd like to stay close to $1000-1300, but can spend more for significant performance gains. As I do more research, my inclinations are trending higher.
System Usage: My primary uses will include photo editing with Lightroom and Photoshop, 3D graphics using 3D studio Max, Maya and Mud Box, HD video editing using Premiere and After Affects and Web Design. I will also use it as an HD media player and hifi audio is important. Maximizing cs6 performance in premiere & pShop is my main target. I am focused mainly on user experience while running these apps. If I need to encode hrs of video or crank out frames in max/maya, I can do it at work. I seldom run games.
Monitors: I'm running two Dell U2410's IPS, calibrated w\Color Munki, one portrait one lanscape.
Parts to Upgrade: Full system build
O/S : Win7 Ultimate, I might play with Ubuntu/Virtualization
Vendor: Newegg unless I can save big $$ else where. I like B&H.
It needs to be an Intel machine & I have chosen lga 2011 becuase I'll eventually go to 64gb. I'll do some modest overclocking.
Any advice is appreciated. Thank you for your expertise.
Processor:
Intel Core i7-3820 Sandy Bridge-E 3.6GHz (3.8GHz Turbo Boost) LGA 2011 130W Quad-Core Desktop Processor BX80619i73820
$299 w/ship
http://www.newegg.com/Product/Product.aspx?Item=N82E16819115229
or
Intel Core i7-3930K Sandy Bridge-E 3.2GHz (3.8GHz Turbo) LGA 2011 130W Six-Core Desktop Processor BX80619i73930K
$569 w/ship
http://www.newegg.com/Product/Product.aspx?Item=N82E16819116492
Do you have any feeling about how much I'll gain by going to the 6 core cpu over the 4 core? Remember, for me usability in the cs6 apps is more important than marginal gains in throughput.
Mobo:
MSI X79A-GD45 (8D) LGA 2011 Intel X79 SATA 6Gb/s USB 3.0 ATX Intel Motherboard with UEFI BIOS
$218 w/ship
http://www.newegg.com/Product/Product.aspx?Item=N82E16813130635
or
ASRock X79 Extreme6 LGA 2011 Intel X79 SATA 6Gb/s USB 3.0 ATX Intel Motherboard
$240 w/ship
http://www.newegg.com/Product/Product.aspx?Item=N82E16813157289
or
MSI Big Bang-XPower II LGA 2011 Intel X79 SATA 6Gb/s USB 3.0 XL ATX Intel Motherboard with UEFI BIOS
$380
http://www.newegg.com/Product/Product.aspx?Item=N82E16813130626
I would really appreciate any feedback on mobos in regards to maximizing cs6...7...8 performance, system logiveity, and performance. Is it worth it to go for a higer end mobo? If so which one. I like the msi's based on eventually ug to 128 gb, but are they money well spent? Any probs w/these mobo's?
Memory:
G.SKILL Ripjaws X Series 32GB (4 x 8GB) 240-Pin DDR3 SDRAM DDR3 1600 (PC3 12800) Desktop Memory Model F3-12800CL10Q-32GBXL
$130
http://www.newegg.com/Product/Product.aspx?Item=N82E16820231490
Hard Drive:
SAMSUNG 830 Series MZ-7PC256B/WW 2.5" 256GB SATA III MLC Internal Solid State Drive (SSD)
$160
http://www.newegg.com/Product/Product.aspx?Item=N82E16820147164
Video:
GIGABYTE GV-N65TOC-1GI GeForce GTX 650 Ti 1GB 128-bit GDDR5 PCI Express 3.0 x16 HDCP Ready Video Card
$160 w/ship
http://www.newegg.com/Product/Product.aspx?Item=N82E16814125447
or
MSI N660 Ti PE 2GD5/OC GeForce GTX 660 Ti 2GB 192-bit GDDR5 PCI Express 3.0 x16 HDCP Ready SLI Support Video Card
Item#: N82E16814127696
$300
http://www.newegg.com/Product/Product.aspx?Item=N82E16814127696
I am still a little unsure of the real world differnces that I'll realize by doubling my video card expense, advice please?
Optical Drive:
LG Black 14X BD-R 2X BD-RE 16X DVD+R 5X DVD-RAM 12X BD-ROM 4MB Cache SATA BDXL Blu-Ray Burner with SW, 3D Play Back - BH14NS40
$70
http://www.newegg.com/Product/Product.aspx?Item=N82E16827136250
Case:
COOLER MASTER HAF 912 RC-912-KKN1 Black SECC/ ABS Plastic ATX Mid Tower Computer Case
$60
http://www.newegg.com/Product/Product.aspx?Item=N82E16811119233
Power Supply:
FX Core Edition PRO650W (P1-650S-NLB9) 650W ATX12V 2.2 & ESP12V 2.91 SLI Ready CrossFire Ready 80 PLUS BRONZE Certified Active PFC Power Supply
$90
http://www.newegg.com/Product/Product.aspx?Item=N82E16817207014
Total $1190
or $1760
I have picked the MSI motherboard due to its support for 128gb ram, superior audio and other high end features. The AS Rock for its rep for solid value/performance. Opinions?
Finally, I would like some advice on video cards. I prefer nVidia to ATI, but I'm not sure which chip to go for. The six fifties are cheaper, but the 660 ti provides more CUDA cores.

Alex,
I sure wish you would quick picking fights with lots of knowledgeable people just trying to help people build good PCs for running Adobe Premiere. (I am stating that based on not just this thread, but rather the strong challenges you seem to bring to about half of the threads that you've chosen to participate in).
I was the original poster to suggest that Neal select a larger case. Next Harm agreed and cited 6 points which I would agree with regarding why a larger box is better for a video editing rig.
What are the typical goals for someone wanting a video editing PC? I would expect that most users want:
- robust, runs and never fails
- has incredible power; face it, video editing with AVCHD is one of the most taxing applications a PC can face today
- quiet; who wants to be doing creative work with any server room like wind noise
Now let me be specific where you are simply WRONG WRONG WRONG:
You stated: "Back pressure increases in larger spaces due to natural impedance of airflow (much like with electricity traveling over distance)"
Fact: Exactly the opposite; Back pressure decreases in larger spaces due to more room for the air to flow (much like thicker copper passes electricity with less resistance than a thin wire)
Your stated: "Open non-compartmentalized spaces are a recipe for hot spots - areas of turbulence with higher temperatures." and then cited a server room article talking about cooling air taking the path of least resistance -- going under the floor in a server room, instead of through rack mounted servers.
Fact: Lots of open space for large, slow moving fans to keep a video editing box cool is a great way to go
You stated: "Full towers - in themselves - are worse for cooling"
Fact: That is one crazy indefensible statement!
I seriously doubt that you fully comprehend the differences and importance of thermal conductivity, heat capacity, conduction, convection, and radiation for you to make the statements that you have so far and these are the staples for discussing how heat transfer takes place.
Note to other readers... There are lots of ways to cool components including cpus, hard drives, gpus and memory. I suspect that the noise levels brought by servers and some gamers would be totally offensive to the ambient noise level that you want in the room with you for video editing. Therefore we are left with just a few quiet alternatives: 1) lots of volume at low velocity (large cases, large fans, slow rpm), 2) liquid cooling, and 3) Cases with doors or baffles to keep the sound from a noisier solution from getting back to your ears.
Regards,
Jim

BT Shambles - Advice please with a house move....

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