Charged for installation on existing BT line??????...

I am furious! After moving home a couple of months ago, I arranged with BT to connect my existing number to my new address (same block of flats, but two floors down). They did a line check and informed me that there was no existing line in the new flat and that I would have to pay for an installation charge. I was not best pleased as I have been at BT customer for the whole of my adult life. However, that's the policy. The engineer duly arrived on the day arranged and informed me that there WAS an existing line in the flat (Telewest had put their logo on it with previous occupant).
I was advised by engineer that if installation charge appeared on next bill I had to contact BT and this would be rectified. When the bill arrived I contacted BT and spoke with someone called Suresh who gave me an address to write to where they would check if there was an existing line. I asked Suresh to note that I had called and that the bill would not be paid until this was rectified. I wrote to the address given, guess what?................no resonse as yet! Red bill arrived...............no change in amount to be paid. Now this morning my line is suspended until the bill is paid in full. I have very grudgingly paid this bill as I had no choice, but BT have now charged me 127.99 for a service they never provided. Not a happy customer!!!!!!!!!!!!!!!!

Hi rainbow,
Although there is a line there that does not matter,when you called BT to arrange connection they carry out a check on the premises to determine if there is a active or stopped line what has most likely happened is they carried out a check and and detected no line,
The line is classed as either:
Active
Stopped
Ceased
The line is likely to be ceased and has not been in use for a while or it could have been ceased by the previous provider,usually a stopped line is when it has recently been used by a previous occupier but they only stay in a status of stopped for a short period,it sounds like there may be confusion between having a physical line there and having a active line,if it's ceased then a engineer is required to activate not install.
Inherent omniscience - the ability to know anything that one chooses to know and can be known

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Hi,
A month or so ago I moved house and decided to taker my BT account with me.
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I have been a customer for over 2 years and have actively reccomended BT to people I know but I have to say I am thoroughly disappointed by this incident.
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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.
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HELP. My brother is being charged for broadband. h...

Can someone please help my brother is being charged for bt broadband that he doesn't have after being charged £125 installation fee for a bt man to sit in his van for an hour and not do a thing. After numerous phone calls to resolve this he asked me to come on here has the mods really helped me out.

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Secondly, has your brother received a BT Home Hub? If not then i would ask BT why?
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I have been using may Talk21.com for at least the last 12 years+ and therefore my account has become important to me and your decision to charge is extremely disappointing.
I thought BT mail had migrated to Yahoo? The Yahoo mail service is still advertised as free. Please can you tell me what I get over and above the free service from Yahoo for the £1.60 a month (Yahoo provides unlimited storage protection, Powerful spam and virus protection with limitless space) other than just to continued use of my email address?
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fully appreciate what you are saying gg30340 there are however a couple of points.
talk21 was a service design and supplied by BT to "supply every uk household with an email address for free for life" - i'm still alive, BT's still alive so i just wonder what the definition of life is. If they cannot afford to run a free email service then they should never have offered it nor made such rash promises.
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