Cancelling phone line help

All new to this, I have recently moved home and have stayed with BT, it restarted on 18th November and i know that it is for another 12 months. I wanted to know if anyones knows what the charges are if i cancelled or can i cancel with no charge.
I am changing provider because i'd like just 1 bill so i would like my phone and broadband with another provider as it was a better value for money.
If anyone can help i would be very grateful, and happy.
Thanks

Not clear what you wish to cancel ?
There will be a cancellation charge for anything calls Broadband and line rental
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Similar Messages

Cancelled phone line order help please

Where do I start.
I ordered telephone broadband and vision on the 4 october was told it would be installed on 28 october but nothing so rang customer services and was told it had been cancelled and would be reordered and I would recive a phone call on the 29th oct, nothing so rang again saturday morning.
I was put through to 3 different departments and gagain was told it was cancelled and to be told again it would be reordered and I would get a call by monday 1st november.
As you guessed nothing until I emailed customer services got a call saying the samething yet again.
After some more toing and frowing I have a call today telling me I have to re-place the order and was offered to be put through to sales and then cut off. I have spent so much time on my mobile I cant ring back as I have no more credit.
The best thing is on my so called activation date all the relevant equipment was deleverd and my next door nabour ordered there line a week after me and installed brfore me.
Not even a reason given as to why it was cancelled
Im loosing the plot not.
Please can anyone help

Hi Slimmy5656,
Thanks for the posts and welcome to the forum. I am sorry for the confusion BT have caused with your order.
I agree with Hamish on this one, please drop us an email so that we check the order to find out what is going on.
Cheers
Sean
BTCare Community Manager
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 :-)

Phone line cancelled

I set up a BT landline in my flat along with broadband about 3 months ago - after taking a month or so to finally start working we were quite pleased with the service until a couple of weeks ago when we recieved a letter saying that somebody had requested our number and unless we called within 3 days our account would be cancelled. We duly rang to say we did not want our line cancelled and thought that was the end of it, until 3 days later our phone line and broadband were cancelled. 2 and a half hours later, having spoken to at least 15 different people from numerous departments (all of whom were extremely unhelpful - some even told us we would have to pay a years line rental again!) we were told that our phone line would be up in 3 days and our broadband in 8 - no explanation for why we had to wait so long.
The phone line came back on in three days but eight days later there was still no broadband - we were told that the engineers couldn't find our postcode (the same postcode on our account and used to re-install the phone line) so it would be three more days. It has now been five and no help has been forthcoming and we are still without the internet. The problem is getting absolutely ridiculous and we are extremely annoyed with the service that we are paying for but not recieving.

SEB wrote:
I set up a BT landline in my flat along with broadband about 3 months ago - after taking a month or so to finally start working we were quite pleased with the service until a couple of weeks ago when we recieved a letter saying that somebody had requested our number and unless we called within 3 days our account would be cancelled. We duly rang to say we did not want our line cancelled and thought that was the end of it, until 3 days later our phone line and broadband were cancelled. 2 and a half hours later, having spoken to at least 15 different people from numerous departments (all of whom were extremely unhelpful - some even told us we would have to pay a years line rental again!) we were told that our phone line would be up in 3 days and our broadband in 8 - no explanation for why we had to wait so long.
The phone line came back on in three days but eight days later there was still no broadband - we were told that the engineers couldn't find our postcode (the same postcode on our account and used to re-install the phone line) so it would be three more days. It has now been five and no help has been forthcoming and we are still without the internet. The problem is getting absolutely ridiculous and we are extremely annoyed with the service that we are paying for but not recieving.
Hi.
If you don't mind me saying, this seems extremely weird. What phone number was on the letter to ring ? Was it actually from BT ? I can't say I've ever heard of people being "told" that someone else wants that number and the service would be cancelled if not acted upon.
There are a lot of unscrupulous people out there, and this sounds like one of them.
http://www.andyweb.co.uk/shortcuts
http://www.andyweb.co.uk/pictures

Phone Line and Broadband Cancelled by BT by their ...

Hi,
Just a bit of a sound off and if anyone can advise of anything I can do to speed this up at all.
At 10am this morning, I got an email saying that someone had cancelled my Line and Broadband, the charge for this was to be £142.50, as I was still within contract… and to contact them if it wasn’t me. So I did.
1hour and 4 minutes later, and through 5 different departments, it turns out that someone in BT has cancelled my services, by mistake, in doing so, it now means that I am a ‘new’ customer, with a new customer account number, and have to wait for another week for them to turn my services back on again. They will also be changing my phone number, which I have stated that I want to keep my own number!
They haven’t confirmed that they won’t be charging me the £142.50 ‘cancel’ charge, which I have told them I won’t be paying, as this was nothing to do with me.
What the he1l!!
So, I wondered if anyone knew, how quickly they can actually re-activate services that they have cancelled today.
Am I within my rights to just cancel this ‘new’ contract and go elsewhere? And not be charged for this new or old account?
I am just a bit annoyed that this has happened and that I had to waste my morning (at work) calling these fools, just to be passed from one person to another.
thanks

Hi suzi2013,
Welcome to the community and thanks for posting!
I'm sorry that your services were cancelled. I've had a look at your post and it doesn't make great reading to be perfectly honest!
I can help iron out everything from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
When we've received your details we'll get back to you.
All the best,
Robbie
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’.

Would porting a month-to-month feature phone line out cancel my unlimited?

Hi,
I have the following lines in my family plan.
1 = Unlimited
2 = Unlimited
3 = feature phone, month-to-month
4 = feature phone, contract
I want to port #3's phone number out to a different carrier since the user wants her own independent line.
I heard porting out a number automatically closes the line.
In my case, does it simply close the #3 line and leave everything else in tact?
I do not want to lose the UL lines because of this.
Thanks in advance for your help.

Porting out the month to month line #3 would simply cancel that line only, and the other 3 lines would not change. Your bill will be reduced by ~$10-15 a month (depending on taxes and fees for that line) and the remaining 3 lines will share the minutes (and texting if applicable).
You will not lose the unlimited lines - only upgrading those lines will result in loss of the unlimited data.

Help with phone line in new home

I hope someone can help me.
I have moved into a new rental flat. There is a telephone socket and the phone still works. I was able to get the number by calling my mobile.
However, how do I find out who this is connected to? Although it is not in my name someone is either going to get a bill at somepoint or a company will be out of pocket.
If I cannot find out who it is connected to, how do I trasnfer it?
I also, only want to get internet access, but if I am required to set up a new telephone, can I only do this with BT? Some years ago I got stung by setting up a phone acount with BT and getting my internet through another provider a day later who transferred the phone line and I ended up having to pay BT a full years contract. How do I avoid this?
Very grateful for assistance.

Keith_Beddoe wrote:
What happens if you dial 150, do you get connected to BT?
sky use 150 as well so they may well answer the call?
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What does it take to cancel a phone line on a mobile plan?

I'm curious about what would happen if I cancelled a phone service on my mobile account. What would it cost me? I have the line on suspension right now. I would like the details on completely canceling the line. Thank you. =)

Actually that depends on How long that phone has been under it's contract. You may incur an ETF=Early Termination Fee. If the line in question only has a month or 2 to go on it's contract I say wait it out then disconnect it. If they the person who has the line are willing to do so ask them if they would be willing to assume AOL=Assumption of Liability of thier line. Have their own plan and pay their own bill. If they are willing to port to another carrier and keep their number (still the same as AOL but with another company) you can set up a day to have the number taken down which would be the day the number is ported out.

New/Additional phone line question- help please!

Hi
I am after some advice, and every time I call BT I get passed around as I am not 100% on what to ask for, or who I should speak to.
Basically, we have 2 phone lines coming into the house. One line/number + broadband signal goes via a repeater to the office which is a separate building across the garden (approx 300m but I am not sure on the actual distance). The signal is not great, for the broadband particularly - often drops out etc. To solve this we would like a new physical line installed in the office building to give us a separate phone and broadband package to that of the main house, but ideally keeping the same number as we currently use in the office. The office is used everyday for working from home and so is important to us.
Does that make sense? I fully expect that an engineer will need to look at the site, and there will be a (significant) charge for the line to be installed (underground pipe work for cables already exists from house to office building and so this could be utilised). Do I just place an order for a new line online, and wait for an engineer's visit? Can I deal with changing the number at a later date if that is easier for the system to deal with? Last time I rang BT, I was told I needed to speak to the exceptions team, when I was put through to them she told me all I needed to do was speak to customer services, customer services thought I was trying to move home and then didn't seem to understand what I needed (but it was probably how I was explaining it!).
I would be so grateful if someone could point me in the right direction, or give me tips on what to ask for. My main worry is keeping the same phone number as it would be so much easier.
Thanks in advance
MPA

this link may help http://www.openreach.co.uk/orpg/home/network/whoareyou/selfbuild/selfbuild.do
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Waiting since August 2010 for a phone line! HELP!...

I ordered a phone line and broadband for a NSP Non Served Premises) back in August 2010. I am so fed up with the so many attempts to get us a phone line. Open reach say it's an easy job yet no-one treats us as human beings. I have an operation in January and so worried about being left on my own on our farm without a land line. Do BT care? ! No!
There have been so many booked times for engineers to come but they have never come out. Today I spoke to the manager who said "I have done nothing" in reference to helping us out. He is waiting for open reach to "progress" the order. Why can't someone pick up a phone and stop messing us about.
I have sent a letter giving 10 days to get the phone line up and then going through OFCOM and OTELLO. Anyone else having similar problems?
Can anyone point us in the right direction? I have been given no further information but told to wait for the order to progress. It won't as there is something wrong with the system ie the last 7 or 8 attempted orders have messed up yet they still seem to be trying to go down the faulty route! Banging my head against a brick wall.............

Hi angdown,
Welcome to the forum, sorry to hear you've had so many problems with your order.
I can take a look at your order and confirm what's going on, you can get in touch by emailing in your BT forum username and your order number/address to the email address registered against my profile, and we'll get back to you.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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BT turn up = phone line disapears. Help!

Hi all
Just registered to the forum and seeking help to resolve a BT phone line fault at our home. I rely on forums these days almost more than the so called customer service lines. So any help would be very much appreciated.
On the 28th Feb I was working from home and noticed a BT Openreach van a few doors down. I was using the phone and Broadband almost constantly that day. After about an hour the BT van was still in our road. At this point I must stress that we have had absolutely no issues with our phone or Broadband since being at our house. Whilst online and making calls to and from work, friends and family I noticed all of a sudden that our line had gone and internet grinded to a halt. I carried out the normal checks which I am very familiar with, and noticed there was a complete cut to our line and service. At this point I looked out of the window and noticed two BT vans now in our road which at that point left in rather a hurry! Coincidence BT, I don't think so!
I immediately reported the fault online via a friends PC, I also called from a mobile (costing a fortune) and followed the usual long wait times and menu options to finally be informed that there was a fault on the BT line on the outside network.
We were informed that there was a major cable fault in our area which needed repair. We were told service should resume in 5 days on 5-3-13. We made some enquiries with neighbours and the local BT service status, nobody else seems to be affected. Coincidence that this major line fault and repair is only affecting us, again I don't think so BT.
Basically we have now been completely cut off for well over a week, using expensive mobile data and phone calls (most to BT to desperately follow up to find out what is happening). We have limited signal at home so now have to sit in a car down the road to connect to the internet via 3g or to make some calls, these days you just don't realise how much you rely on these things until they go wrong. BT customer service is shockingly poor, we have been fobbed off over and over again and I believe lied to about this fault and mis-led about the reason and progress which keeps being put back by days. Being an electrical engineer I have regular dealings with BT engineers and other communications engineers on my travels and know that it is not uncommon for mistakes to be made where lines are moved or disconnected when making adjustments in cabinets or exchanges, or even the incorrect lines being pulled due to a disconnection order, in fact it is far more common than most people are aware.
Having been a BT customer for many years and recommending BT to our customers for business (some which spend huge amounts with BT each year) I feel disappointed and disgusted at the attitude and lack of speedy response to faults (not just ours). We are getting told that the demand is too high and 'we are trying our best to resolve the issue', this is not good enough, the very least BT could do is be honest about what has or is happening. If I dealt with customers like BT does I would be out of business pretty quickly, the fact is BT holds all the strings and is too big to cope or to care (with the exception of a very few excellent engineers and staff) unfortunately there is no real alternative (yet). I just hope that someone has the ability to take responsibility for our fault (I know there are some good people at BT its just finding them).
Anybody please help and restore some faith.

is thereanything shown here http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
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Please help, noisy phone line think its a high res...

HI,
Just moved in and phone line / bt broadband was activated a week ago. Phone master socket is OpenReach branded.
I have the BT supplied broadband filter fitted directly to the test socket (just the adsl router and a single phone connected).
Using the 17070 quiet line test , i have varying volumes on hissing and noise on the phone. This varies between loud and intrusive (difficult to hear callers) to fairly quiet. This seemed to be better during the cold weather over last weekend, but is worse again this morning.
I can also hear adsl connection noise when the router was connecting, depsite being through the adsl filters. This lead me to find threads related to High resistance faults whcih I think may apply to me.
BT online fault test shows no fault found.
Adsl Stats:
I was supplied with a home hub 3A
Connection Information
Line state: Connected
Connection time: 0 days, 21:29:11
Downstream: 3.625 Mbps
Upstream: 448 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 10.6 dB / 15.0 dB
Line attenuation (Down/Up): 32.2 dB / 16.0 dB
Output power (Down/Up): 19.9 dBm / 12.4 dBm
FEC Events (Down/Up): 2941 / 325
CRC Events (Down/Up): 12 / 45
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 79 / 30
Error Seconds (Local/Remote): 8 / 22
1. Product name: BT Home Hub
2. Serial number:
3. Firmware version: Software version 4.7.5.1.83.8.57.1.3 (Type A) Last updated Unknown
4. Board version: BT Home Hub 3.0A
5. ADSL uptime: 0 days, 21:31:21
6. Bandwidth: 448 / 3712
7. Data sent/received: 0.3 / 2.7
8. Broadband username: [email protected]
9. BT FON: Yes
10. Wireless network/SSID: BTHub3-KC3K
11. Wireless connections: Enabled, (802.11 b/g/n (Recommended)) 20 MHz
12. Wireless security: WPA and WPA2
13. Wireless channel: Automatic / 1
14. Firewall: Default
15. MAC Address:
16. VPI/VCI: 0 / 38
17. Line profile: Interleaved
18. Software variant: -
19. Boot loader: -
The home hub doesn't seem too good at keeping the sync, speed drops regularly and it maintains a high SNR.
My previous router was a Thomson Speedtouch 780, which provides a higher sync and much better stability. Presumably this is due to the broadcom chipset (would a home hub 3b also be better?)
Speedtouch stats from this morning:
speedtouch 4/12/12 08:45
DSL Connection
Link Information
Uptime: 1 day, 10:39:46
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.120
Data Transferred (Sent/Received) [MB/MB]: 24,94 / 119,27
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 19,0 / 9,0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 158.090
CRC Errors (Up/Down): 0 / 68
HEC Errors (Up/Down): 0 / 62
speedtouch 04/12/12 09:30
DSL Connection
Link Information
Uptime: 1 day, 11:25:26
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.120
Data Transferred (Sent/Received) [MB/MB]: 28,90 / 129,91
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 19,0 / 4,5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 171.051
CRC Errors (Up/Down): 0 / 68
HEC Errors (Up/Down): 0 / 62
As your can see theres a wide range in the SNR figures, although the speedtouch is much better at holding the sync and not dropping the speed.
Given the line attenuation at 31db, I would have expected a higher sync rate. The estimated line length of ~2.2km from kitz.co.uk seems to be about right.
Any advice appreciated, including how to report this fault to the right people.
Thanks
Jon

I'm suspecting that I will be getting billed for the last engineer visit ( as he couldn't find a fault and therefore said it must be my equipment). I can't afford to pay one fee let alone 2 if I report it again with the same result.
However since the visit, the occurrences of the intermittent noise on the line have been fewer and further between. This morning however, after listening to a 1571 message I heard more noise so I did a quiet line test to see. Initially the line was quiet, but then I heard some quit noise and then a ringing sound (like when you dial a number and it rings remotely) as if I had made a call. The "BT Quiet line message" cut in but I could still here the ringing underneath. I waited to see if I would be able to hear if someone answered but the ringing stopped after a while and I couldn't here a voice so I don't know if they answered or it rung off.
Is it possible my line is picking up the ring tone from another line?
Also, when the engineer arrived he initially said his test had shown a fault and that water must have got in somewhere. However when he removed my filter/phone/router from the test socket, his tests then showed no fault. Is it possible the fault only shows up when the adsl is active. Back when the line was first active I could the router negotiating (even thorough 2 filters) although this doesn't happen now.
Moving on to the adsl side of things, Currently my stats are:
DSL Connection
Link Information
Uptime: 0 days, 11:48:54
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5.440
Data Transferred (Sent/Received) [MB/MB]: 9,61 / 39,04
Output Power (Up/Down) [dBm]: 12,0 / 19,5
Line Attenuation (Up/Down) [dB]: 15,5 / 31,0
SN Margin (Up/Down) [dB]: 20,0 / 5,0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 1.384
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Interleaved.
With the BT Home hub (3a) the connection would drop peridocally, so I'm using my Thomson 780wl which hold the connection better and also shows less FEC errors than the HH.
I think the connection speed and the interlacing are poor given the line attenuation. The line length is about 2 - 2.5km, underground from the village to the exchange, overground to the house. No cabinets directly connected to exchange.
I've been monitoring signal to noise ratio and have noticed something odd:
This happens every day, in the same pattern. Its not interference from any internal wiring or appliances or heating etc. I understand that noise changes over time but this is a 5+ DB drop is this normal?
Any advice?

Phone line taken over by SKY without my consent ! ...

Yesterday I woke up to find my phone and broadband was not working.
I called BT customer service, to my surprise they told me that my account has been ceased because SKY has taken it over. I never asked SKY to take my services or BT to terminate my account.
How BT can act irresponsibly?
How BT can be such a irresponsible to terminate the services without getting confirmation from me? Is this not a kind of joke? Did they check any security questions, even the phone number to terminate the service? Can any other company call BT and take over my services? This is the most absurd service I have ever came across.
Big question mark for Sky:
How SKY can ask BT to stop services when he is not authorized to do so? Did they get owner (in this case my) permission to do so? Did they check any ID of the person who asked to do so? Can I call them to get anybody's service terminated ?
Now I do not want to change my phone number at any cost, so first thing was re-order from BT. New installation date is set to be 21st Oct.
I just got call from BT that my ORDER HAS BEEN CANCELLED because line belong to SKY now.
WHERE TO GO NOW???????????????????????????????????
CALLING FROM MOBILE ................................... BECAUSE NO OTHER PHONE
Spending hours to wait on the phone before I could reach to CUSTOMER SERVICE ADVISOR !
WHAT A RUBBISH SERVICE !!!!!

I have asked a moderator to provide assistance, they will post an invite on this thread.
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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.

Trouble getting my phone line connected

My saga to date....
I contacted BT on 20th April to advise them that I was moving home on 29th April (to a newly built house). An engineer was arranged to come to my home on 10th May to carry out the connection. Prior to the 10th May, I had a visit from an engineer to assess the job. My house has been built in an older part of a village which still relies on telephone poles and lines going from the poles in to houses. During one of these visits, it was noted that I would need a pole placed in my garden to connect the line to, then the line would be connected from there. The reason behind this was due to the fact that my house is built low down, and to take a wire straight from the main pole would make it slope too low. I was quite happy with the solution put forward, and was happy that things seemed to be in hand. At no point was I told that the work would not go ahead on the 10th May.
This is when the problems start.......
I feel that I am living in the dark ages again. I have no phone line, hence no Internet access and do not get a mobile signal in the area I now live in! I rely on travelling to my daughters' house to use their phone and Internet access, which is not convenient.
The 10th of May came and went, and nobody appeared at the house, and I received no communication that work would not be carried out on this date. I phoned BT, and yes, I was talking to a call centre in India. When the operator finally grasped the issue that the engineer had not appeared she checked with her suppliers to inform me that there was a problem and that this would be assessed by the 14th May. BT would then advise me on the 15th what the next stage would be. Unhappy with this, I was eventually put through to the supervisor (waited 40 minutes on hold!). Got no joy from him, but the promise he would personally contact me on 15th. I had to accept this and hung up.
On Monday 13th May, I went online to check the progress of my order, only to note that my latest BT bill was ready. When I checked the bill, I noted that BT had started to bill me for my phone and broadband package from 10th May!. Blood pressure steadily rising, I contacted BTs billing department, yes once again an Indian call centre, to complain. Got the standard script from the operator - very sorry etc. During this conversation, it was realised that BT had the wrong postcode in for my house (it was the correct street, but the post code for odd numbered houses). The operator, against my pleas not to do so, cancelled my order, and set up a new order for the correct postcode. She assured me that she knew what she was doing and not to worry, everything would be fine (I had explained the saga to date to her). She set up a brand new account, allocating a different phone number, and requiring me to set up new direct debits - I'm not sure how she couldn't just change the postcode for my original account. A new connection appointment was for 21st May, and I was assured that there would be no problems I would be connected on this date.
The 15th of May came and went, and no phone call from the Indian call centre manager. I did not call back at this time, as a new appointment had been scheduled.
The 21st came, and an engineer did appear - hooray! He looked at the house and told me - I cannot do your connection. A pole is needed to run a the line to. He was able to tell me that my number had been set up in the exchange. I was more than a little angry and frustrated at this point. BT knew that a pole was required back on 6th May - why had this information not been dealt with!
Again I phoned BT, back to the Indian call centre. Explained the whole saga. He checked with his 'suppliers' to find out what was going on. Came back to tell me that further information would be available the next day. I was getting a little annoyed at the point. I explained that the work required was to erect a pole in my garden to run the line to. All I wanted was a date for when this work would be carried out. He could not give me this info saying his suppliers would not give this until the next day. I asked who the suppliers were - BT Open Reach, but he would not let me speak to them directly. He promised to phone me back the following day with the update - probably to get me off the phone. I again explained that I had no means to which he could contact me in my own home, and would require to go to my daughters house to receive the call. He agreed to phone me back at 10am on 22nd May - a time when I would go to my daughters. Yes, once again they failed to phone back!!
I again phoned back - yes back to India I went. Asked to speak with the manager - but the operator would not connect me saying he could help. Went through the saga once more - again got the text book apologies (which are getting rather annoying now). He contacted the 'suppliers' and promised that contact would be made with me within 24hours by the engineer with regards to the work being carried out. I told him that I had been lied to on so many occasions that I didn't believe that this was the case and asked to speak to BT Openreach to confirm this. He stated that this could not be done. Trust him, why would he lie to me - which I told him would be to get me off the phone. I left my daughters phone number as a contact.
24hours has now passed, and yes - once again no contact. I cannot face talking to another operator in an Indian call centre who will tell me anything to get off the phone. BT's complaints procedure is pathetic. I feel totally helpless in this. There doesn't seem to be any communication between anyone in the company. The call centre staff are telling you anything just to get rid of you. I suspect that I am now being billed on 2 accounts for a service I don't have, and no doubt will be another saga when I eventually get a working phone line.
I am no further forward to when this work will be getting carried out, and getting more and more frustrated. Is there any suggestions on where / who I can go to.
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 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’

How long does a new phone line take to fit? Patien...

I ordered a new phone line in April and was given a date of 1st May 2013 for the engineer to call.
Having booked a day off work for the 1st May I got a text the evening before to advise that extra work was required on the lines outside my home and that they would be in touch soon. On 17th May I got another text to advise that my order for telephone and broadband had been CANCELLED. I phoned and a new order was placed (with a half-hearted apologies for the incorrect cancellation).
Text: 20th May. Apologies for the delay in booking an appointment.
Text 21st May: BT here. Your phone service is ready for you. You can find a phone's number by calling 17070 from it.
I did not not have a phione line.
Text: 30th May. To advise a new number.
Text: 30th May: Apologies for the delay in booking an appointment. Due to necessary additional engineering work. Next update will be 6th June.
Text: 5th June: BT here. Just to confirm you've set up online billing with BT, If you didn't please let us know at ... I didn't set anything up as far as I know.
6th June: Apologies for the delay in providing your service. No updates. Escalated the lack of infpormation and hope to have more news tomorrow.
7th June: Apologies for the delay on your order. I can confirm that we are awaiting the outcome of our escalation with our suppliers and are confident of haveing (sp) and (sp) update for you on 11/6.
Now, I am quite a patient person but I need a landline. I live 60 metres or so from a Post Office and even less from a main road. I can see a telephone pole from my back garden just 50 metres away. My neighbours have landlines. Why can't I have one?
S

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 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’

14 weeks to get a phone line installed - £10 compe...

I moved house on 28/07 and after a huge amount of problems with Orange and after managing to cancel my account with them I ordered BT Broadband and Evening & Weekend Calls on 07/08/12.
I get 3 emails confirming my order, thanking me for choosing paperless billing etc.
My initial engineer appointment was on 14/09/12 which is 5 weeks and a long time. To quote BT: “It usually takes 15 working days from when you order. It can take longer but this is very rare.” (http://bt.custhelp.com/app/answers/detail/a_id/8317/~/how-long-will-it-take-to-install-a-new-line%3F)
I get a text and an email on 12/07 to remind me of my appointment between 1pm and 6pm. So far so good.
The router gets delivered at 12.30am. This is promising.
The engineer comes at 13.30pm, installs the BT Open Reach box in my flat and then asks me if I can open the electronic gate next door as he needs access to my neighbour’s pathway to activate the distribution point. I tell him I cannot as it’s not my building. We try the trades button on the door system. It doesn’t work. We try pressing random house numbers on the door system (there’s no flat numbers on the building) to see if someone’s home. Nothing works. I phone my landlord who tells me this is a council building. No one is coming in and out of the building/gate. After about 30 minutes of trying and waiting I tell him just to use his ladder and climb over the gate (it’s about 6 foot) and activate the distribution point. I’ll take the blame if someone complains. It shouldn’t be a problem as I live next door, I’ve got a BT Open Reach engineer with me and we have a perfectly valid reason to do it. He tells me he can’t do that because of health and safety riles and trespassing laws. Fair enough.
The engineer leaves but before he does he tells me that when I’ve got access to the pathway BT would be able to send an engineer within 24 hours to activate the distribution point. He also tells me there is no need for me to be there the next time as all the work inside is completed and the only thing that needs to happen is for someone to activate the distribution point which is located on a wall on my neighbours building accessible from the pathway. He points it out to me and there is indeed a black box on the wall which can be reached using a ladder in the pathway.
I phone BT to see if anyone can find out how to get access to the pathway as I assume that if BT has installed a distribution point there they must have a way for them to get access to it. Especially as the engineer told me there are 3 lines in my building so this must have happened before. I was wrong. I have to argue with the customer service person with a very poor command of the English language for 30 minutes. He doesn’t know what “the council” is and doesn’t understand whatsoever why I –and I quote- “Can’t just ask the neighbour to let the engineer in when the next appointment has been made”. I try to explain to him there is an electronic metal gate with a call system and I am unable to call anyone as there are no flat numbers on the outside of the building and asked if he was suggesting that I wait all evening after work until someone comes out and that even then, surely I can’t ask my neighbour to stay home to let a BT engineer onto his pathway because I am trying to get a phone line installed. He then presented me with another option: “We can install a new line from the road but this is chargeable by £350”. After 30 minutes of this and asking to speak to a manager several times –which was refused- I had enough and hung up.
Determined to get the problem resolved I rang again and got someone else on the phone. She was quite sympathetic and advised me to phone the council and see if they can help. She confirmed that I didn’t need to be there for the next appointment if someone could give the engineer access to the distribution point as all the work apart from the distribution point activation was complete. By this time it was 4pm on a Friday and she promised to call back at 4pm on Monday.
I called the council right away but they said the caretakers had gone home as it was late on a Friday and advised me to ring back on Monday.
I get a text from BT: sorry we missed you appointment etc.
BT calls me on Monday morning 10.30am asking if I’ve sorted it. I tell the person I was expecting a call from them at 4pm and therefore I hadn’t rang the council yet. He promises to ring me back on Wednesday at 10.30am.
I call the council later that day; they’re not very helpful and advise me to call them again on Tuesday.
On Tuesday they log the call and lo and behold. Wednesday at 8.30am, the caretaker calls me, gives me his mobile number, tells me the trades button on the call system will work before 9.30am and they can give them access remotely. If they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. We’re getting somewhere.
I don’t get a call on Wednesday 10.30am.
I call them myself that afternoon and explain the above. The guy says he’s written it all down, everything will get sorted and I’ll get a text with the new time and date.
Someone with a very poor command of the English language phones me on Thursday. I asked why she is ringing me. She says it’s to makes an engineer appointment. I tell her she doesn’t need to ring me as I don’t need to be in the property and they should all the information needed as I called them the day before. She doesn’t have a clue what I’m on about. I tell her to read out what she has on her screen under the notes as I now don’t trust that the person the day before has written it down properly. She once again doesn’t have a clue what I’m on about. I ask to speak to her manager. She says he’ll call me back. 5 minutes later he does. His English is excellent and he seems to have found the notes and knows exactly what’s going on. This is encouraging. He says the first appointment they have is 03/10 (it is now 20/09) but he’ll make sure they get it earlier and he’ll ring me back. The first person that hardly speaks English calls back. She says the appointment will be on 03/10 between 8am and 1pm. I tell her that her manager told me he was going to make sure it was going to be earlier and ask her why he lied to me. She doesn’t understand what I’m saying. I try to explain to her that trades button on the call system will work before 9.30am and they can give them access remotely but if they’re coming after 9.30am, the engineer needs to ring him an hour in advance and he’ll come to open the gate. She doesn’t understand what I’m saying. I ask her to get her manager to ring me back as he speaks English. She says he’ll call within 15 minutes. I get a text 5 minutes later confirming my appointment for 03/10 between 8am and 1pm.
On 02/10 I phone the caretaker in the morning to let him know they’re coming on 03/10 between 8am and 1pm. I also called BT once again to check everything was clear, confirming they have the correct mobile number of the caretaker etc. They say they have all the information needed and promise that the work will be done.
I phone on the afternoon of the 3rd to check the work had been done and I am told that it hasn’t as the engineer needs access to a flat roof and the caretaker can’t provide him with that. I explain that the original engineer had been on the flat roof already and told me they only needed to get through the gate to activate the distribution point so I don’t understand why they now need to get back on the roof. The roof can be accessed with a ladder (which they all standard have with them) from the pavement anyway so why do I need to be there? They tell me that the engineer has tried to call me but my phone was switched off. I am 100% sure that my phone has been on all day and I haven’t received any missed calls. Also, after all of the above, I wouldn’t switch my phone off on the crucial day. The engineer is lying. After being on the line for 15 minutes (as it takes at least 5 minutes to go through the automated menu every single time you call them and it literally takes a minute for the information to come up on their screen every time they need to access a file) that I don’t have time to discuss this right now as I have an important teleconference with an overseas client and ask for someone to call me back that evening to discuss this as I am busy at work all day.
I receive a text 10 minutes later saying the next engineer appointment is 12/11 between 1pm and 6pm.
This is 14 (!!!) weeks after ordering the service. I phone back when I have a short break at work to discuss this and request a call back. Someone calls me back 5 minutes later and asked for my account information which I don’t have handy so I ask to hold on while I’m looking it up. She hangs up on me.
I stay late at work to write an email on the email form on the website with a watered down version of all of the above and I get a confirmation email that it’s arrived.
I get another text that evening at 8.40pm as well as an email saying -once again- that the next engineer appointment is 12/11 between 1pm and 6pm.
Someone calls me at 8.50pm saying that the next engineer appointment is 12/11. I tell him I know this as they’ve sent me 2 texts and an email already and that this date is unacceptable and ask to speak to his manager. He tells me I need to call the Order Management Department. I ask him what the number is. You’ve guessed it: 0800 0800 150.
Someone called Chris XXXXX calls me the morning after to discuss the email I’ve written the day before. He gives me the usual “Open Reach controls the engineers” story and tells me the appointment will not be earlier than 12/11. I tell him this is unacceptable and if the appointment can’t be moved forward I want some compensation for all the expense and inconvenience caused. He tells me that since I haven’t been billed yet I’m not eligible for any compensation but as a gesture of good will he will give me £10 which I’m normally not eligible for as this is only given to people whose engineer didn’t come on time. I try to explain that if the engineer would have called me as he said he’s done (and not lied like he’s done) I could have explained where the distribution point was and I probably even would have rushed home from work to finally get it sorted. We argue a bit about compensation in which he tells me he’s already doing me a favour by giving me £10. I stop the argument to discuss more practical issues and ask him if I now need to be home on 12/11. He says I do. I now need to take another day off work it seems. I ask him if the caretaker needs to be there as well. He says he does. I ask him if I should invite anyone else and provide tea and biscuits for everyone. I don’t think he gets the joke. We argue a bit more about compensation, we get nowhere. I’m now getting upset. He says he’ll call me back at 1.30pm.
He does and immediately I ask him for his direct phone number. He says he doesn’t have one. I ask him for his email address. He says he doesn’t have one. I ask how to get in touch with him. He says through the 0800 call centre or the form on the website. Now the line gets really bad and gets disconnected. There is nothing wrong with my mobile or signal, I have 5 bars and 3G showing but I can’t hear him and the line gets disconnected. This happens 2 more times. I get him back on the phone and I ask him to call me back on my work landline. He does and a number shows up on the phone (not the 0800 one that showed up when he called my mobile). I immediately write it down and tell him he just lied to me about not having a direct line. He says it’s a desk used by many people. I tell him that if I ring that number and he’s around there’s chance I could get to speak to him surely. He says it’s only used for outgoing calls. I haven’t tried to ring it and can’t be bothered to be honest. I stop this argument and bring the conversation back to compensation. I ask if he can at least give me a few extra months free or upgrade my account for free for a few months maybe by throwing in some telly or something. He says he can’t do that and they can review compensation once the line has been installed. I tell him that’s not good enough and that this whole story is going online and hang up.
Worst customer service I’ve ever experienced and it seems that I’m stuck with it because I’ve already got an appointment and cancelling and going with another provider will result in an even longer wait.
I’ve been offered £10 compensation for taking 2 days of work, hours on the phone, massive mobile phone bills, a lot of stress and 14 weeks without a landline or internet. Truly unbelievable.

Hi
I am sorry to see you are having problems with your BT Service
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 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’

Cancelling phone line help

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