Can't place a broadband order - phone line not rec...

Hello,
I had a new BT phone line installed on Monday October 1st. I want to place a broadband order with another ISP, yet over a week later I'm still not able to, due to the line not being recognised as a BT line.
The ISP I have tried to place an order with have specifically told me the following:
"I've checked the number and can confirm that BT have yet to update their database to show the line as active."
All I want to do is get BT to update their database so that I can proceed to place a broadband order with this company. However, I am having a horrible time trying to convey this to anyone in a BT call centre. I've been put on hold for ages, passed around from department to department, told there are no faults on the line and that noone can help me, told that its not a BT line and that noone can help me (that was quite an amusing one!) and told it will be fixed in 48 hours.... which it wasn't.
Does anyone know what I can do to get this resolved? I don't think I'm asking for much... all I'm after is the ability to place a broadband order on the new phone line I had installed over a week ago.
Thanks,
Andrew

I think John has posted into the wrong thread.
I think this is what he meant to say.
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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How difficult can it be to get a phone line instal...

First of all, for a communications company, BT are shockingly bad at communicating with their customers!
We ordered a home move for our phone line and Infinity services back at the start of Dec, and had an activation date of 19th Dec. The engineer duly turned up on that date and set about the install. The single socket in our house was not where we wanted it (no power socket close by for the broadband router), but he would see about moving that and all was good so far.
However, the engineer was struggling to get a tone on the line and after much to-ing and fro-ing and calling another engineer who was nearby, decided that the actual wires to the house were damaged somewhere between 30m and 250m from the house and as he was not qualified to do any underground works, he was going to pass the job onto another engineer. The next engineer duly came next day (on a Saturday no less!) to get us up and running. No dice. The engineer could not find the break, and we would have to get a new cable put in.
Now, apparently when our house was built the telephone cable was not put in with any ducting and ended up being concreted into the wall! So we would have to get new ducting and the works installed. He then went to paint up the pavement where it needed to be dug up to put the ducting in etc. Except the pavement was covered in leaves, so he sprayed the leaves. Hey ho - I knew where he had painted and I would be able to direct the guys if necessary. As the was the Saturday before Xmas, he was doubtful if the contractors would be before the New Year. The engineer did however get the broadband connection available.
Roll on the New Year and it's a stoney silence from BT, until the morning of the 13th Jan, when a contractor appearred at the door to say he was here to put in the ducting. I pointed out where it was going and left them to it. I glanced out of the window after a while to see they had made a 2ft gap in the hedge at the wrong side of the garden! I also watch in disbelief as one of the guys loaded his wheel barrow with spoil and wheeled it into the woods across the road and dumped it. These guys were the "dig things up" gang, another team were the "filling in" team and they would be along shortly to fill in the hole and re-lay the tarmac on the pavement. However, we at least now have the ducting from the street the house with a rope in the duct to allow a cable to be pulled through. Progress of a fashion.
A few days later, the hole was filled in and the pavement tarred. It then took a full week before another engineer turned up to actually pull the wire through the ducting and connect us up. Except he couldn't because the rope was jammed. So he passed the job back to somebody else. Then 2 days later engineers 5 and 6 turned up with a rodding wire to free off the rope. They couldn't free it off. They did work out that the ducting was probably dislodged by the "filling in the hole" team, thus trapping the rope. This would need the pavement dug up again to reset the ducting. Oh joy.
So, imagine my surprise when another engineer turns up one morning to install our line to discover he couldn't pull the rope through, then another engineer turns up in the afternoon to do the same , followed by yet another engineer the next day!
Meantime, the only communication from BT on the whole matter is when we call them to be told it is all in hand and it will be completed "in 2 days time", or we receive a text message saying they tried to call (no missed calls), and would try to call again in 3 days, do not call them back.
So far in this saga we have had 13 people at the house, not getting us a phone line, in nearly 8 weeks and absolutely terrible communication from BT.
A call to BT at the end of last week resulted in a promise that we would be fully installed by yesterday at 8pm.
I called BT this morning to be told that the external works will be completed by this Friday and they would then call me back to arrange an appointment for the engineer to come and do the install next week!
The only saving grace is we do have an internet connection (pretty vital for me as I work from home!) although I do have an extension cable running across my hallway and we have not been getting charged for line rental for the past 2 months.
I was told today that we should be getting compensation, but to be honest I am not bothered about that - I JUST WANT A PHONE LINE INSTALLED!
Rant over (for now!)

Hi smert,
I am sorry about the delay in getting your phone line on. It definitely sounds like you have been going through the mill lately with all the work being done and still no phone line.
Please send me in your details using the "Contact The Mods" link found in my profile and we will take it from here.
Cheers,
OlgaC
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Terrible service trying to move a phone line - Not...

Hi,
I have been with my current BT phone line for 2 years and I was very happy with the service I was receiving. Therefore I decided to move my BT line to the new property I am moving into next month. I have called up BT for house moves, which arranged my move including setting up an appointment with an engineer and said that I will receive a confirmation quickly. In the meantime I have not received any confirmation and I was unable to see any order or appointment details online. This left me feeling unsure whether my order really was placed or not. As you can image I do not want to find myself in a situation where I take a day off work waiting for an assistant who is never going to turn up and waste my time having to do this all over again.
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This is incredibly frustrating as I now have to deal with the stress of moving a house as well as the stress of whether my phone order went through or not.
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Hi Stephanie,
Thank you for your quick response. I have just spoken to an assistant over the phone who told me that my order has misteriously been cancelled (still no one knows why?). After all of this headache I told her to cancel my BT line on a specific date and I no longer wish to move the line to my new address. She also assured me that I do not need to pay any cancellation fees. However in the confirmation I just got sent, I can see this section:
What you'll pay:
30 day rental liability charge - As we say in our terms and conditions, we need 30 days' notice to stop your BT services - so you'll need to pay for them for 30 days from the date you asked us to stop them. For more information about the 30 day notice period, go to bt.com/terms
My bill normally gets charged on the 30th of each month. I asked my line to be cancelled on 2nd of September. What I assumed (and what the assistant said) was that I am going to be paying until 2nd if September. I am very confused as to why I am being told this in the email?
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If you found this information helpful, please click the star to the left of this post. If the reply answers your question then please mark as ’Mark as Accepted Solution’

RichRolls wrote:
I have checked our telephones in the test socket, and they work fine, but not through the normal socket!!
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Problem with phone line not working when BT Infini...

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Re:BUSINESS Phone line not working - nearly 2 WEEK...

Hi
I have a salon the phone is very important and since beginning of last week my phone line got ceased and cut off no warning or any thing i have lost alot of business and payments as i have a card machine as well. BT kept saying my line is not with them and i needed to ring my provider any way to cut story short my provider rings me today and says that i should have my number back and line on thursday well its not good enough as i finish then for easter and re-open on the tuesday. This is two weeks that i've lost money/business what are BT going to do about it?

this is a communty forum for BT Retail where customers help customers.
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there is nothing that can be done by BT Retail on this forum
this post is also 18month old!!!
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Message deleted

AllanQuatermain wrote: But whatever he's on, I want some of it please
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For your connection, the acceptable range of speedsis 100-250 Kbps.
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Hello,
Your noise margin does seem high but the speed does take about 3-10 days to build up after faults. I had the same issue if you call tech help desk 0800 111 4567 they will be able to sent you profile higher.

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Problem with phone line not ringing

Hi, I have a problem with my landline, it appears to ring out but isnt, no one can ring me as it says Im busy and bt cant check my line because it says Im busy..
My phoneline died in my bedroom ages ago, so now rely on the main socket only..
Can you pls advise me on what to do?
Im disabled, so cannot plug and unplug but my daughter or grandson will be up later this afternoon if that needs to be done..
Many thanks Ann

Please ask them to follow the instructions on this site http://bt.custhelp.com/app/answers/detail/a_id/9812/c/345,353
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hi, i have a separate bt line upstairs in my bedroom for broadband. we also have a another socket downstairs, which my parents use. last week they came back to bt,(they were originally with talk talk), so now i have two bt sockets and paying twice the line rental. how can i stop that and pay for one when i have bt broadband with the hub upstairs.

Hi you would be better to transfer the broadband service from one number than the other if you cease the broadband service you will end up with a 30.00 cease fee for your broadband transferring it will cost you nothing can then cancel the phone service providing you are not in contract for free
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Can't place a broadband order - phone line not rec...

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