Complaint re moving home connection

Hi, I have been trying to contact you guys by phone and keep getting cut off. My mother has moved recently and has been trying to get her new kit set up in her new home but she keeps having problems where appt are made then no shows. All she has is a mobile phone and it getting rather frustrated. I decided to call on her behalf and have encountered the same lengthly waits to speak to someone, who then can't help and you end up getting cut off and going all around the houses again! Can you please help and confirm how we can get this resolved. Seems to me that your service is very/extremely inefficient.

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.

Similar Messages

Timescale for moving home

Hi,
We will be moving home on the 17th august then temporarily living with the inlaws for 4 weeks before getting in to our new home. We would like to transfer our existing telephone and broadband package from our old home to our new home. Does anyone know if this is possible with regards to the 4 week break in service we would have?
Thanks,
Peter

Going by the number of complaints about moving home with BT it will take four weeks or more anyway! If you contact the following number they should be able to give you the information you are looking for.
https://bt.custhelp.com/app/contact#h=eyJzdGVwMCI6ImNvbnRhY3RJdGVtTGluazU2MjQiLCJzdGVwSWR4IjoxLCJzdG...

Moved Home - No Connection! Very frustrating

Hi everyone
Moved home last week. Called BT the week before to let them know and they sorted everything out for me - I even signed up to BT Vision for my new address as I was very happy with BT at the old address.
In work the day that the transfer was due to happen I reciieved 2 text messages to advise that my phone and broadband were connected and that I could start using them straight away. BT Vision box was delivered the same day as promised. Brilliant service!
Howvever when I got home the phone line was dead, broadband doesn't connect and of course the Vision won't work without the broadband!
This was 1 week ago. I logged a fault on the phone last Wednesday evening but it hasn't updated since - fault is ongoing.
Calling the telephone support or emailing them is very frustrating and it's like they read/write from a script!
The sockets in our new flat are all NTL branded but I told Karen on the moving home line this and she didn't seem to think this would be a problem and there's no master socket as such in the property!

Hi I suggest you contact the forum mods they should be able to get your 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 72 hours
They are a UK based specialist team who have a good record at getting problems solved
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’

Moving home proving to be a nigtmare!

Hi,
We are moving home over the Easter weekend. We have 2 BT accounts, one with phone and internet, and one with just a second line. We run a small business (mostly online) which is very new, hence still on the residential account. We also have a severely disabled person in our family, for whom being without the safety of a phone for an extended period of time really is not an option. There is no mobile reception where we are moving but thats fine if there is a fixed line.
We attempted to place the request to get our lines transferred to the new address 3 weeks or so ago. I was assured I would get a call in a couple days to arrange a convenient time/date as I require a site visit.
I heard nothing for a week and so called them directly. A kind and very helpful lady by the name of Sally informed me that they had come back with a date of the Tuesday after Easter Monday. This is hopeless, and so I asked if anything could be done. I can live without 2 lines for a few days, but I at lest need 1 for the broadband and phone.
She explained that by seperating the order and cancelling one, she could request an earlier date for one appointment, as she could see they were available, but could not put in for one while my current order was live. I was informed I would hear back in a couple of days with a new date.
Nothing.
I called back, and have been unable to reach the lady on the number she gave me, and instead have been met with a wall of very rude and abrupt responses.
he complaints procedure on the BT site is whollly circular too, so you have nowhere really to go. It says to call the number which you do. The number is the customer service number. The person on the line listens to your complaint, and then redirects you right back to the department about which you are complaining, who have already proved not greatly helpful...and so it goes on. The chap did offer to put in a complaint on my behalf, but would not tell me what it would say, and since it was him I was complaining about, I don't imagine it would have done much good!
Anyway, then today, I get a call to tell me that my broadband and phone connection have been 'brought forward' to the 19/04/12. A full 9 days LATER than the original appointment!
This is unbelievable, and frankly unacceptable. The only response you ever get is 'the engineers will not entertain a change'. What am I meant to do with that. I am now looking to cancel the movers, which I paid extra for over a holiday weekend, and the money fr which I will now lose. Maintain the rent on 2 properties for at least a further month. Re-arrange a move at my expense, and start the whole merry go round again.
I mean really is a month not enough notice? I bet it would be if I were a new customer. And how is it that the power company prioritise people with disabilities, and yet BT do not?
If there is anyone there who can actually affect change, please excuse the rant, and HELP!
Cheers

If you are running a business, then you will need to transfer to a business account, which also means you will get a higher priority service.
As you seem to be having problems at the moment. Its possible one of the BT Care team can help sort this out, and also arrange for you to be transferred to a business account.
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.

Exasperated moving home with BT

Moving home with BT has turned from being easy to being a totally destructive experience and one that looks like it will cost me a fortune.
Having given 5 weeks notice BT decided to text me 3 days before the move cancelling my home move, new number, call forwarding .. everything. Explanation?.. sky (the provider at the house I am going to) have not cancelled the line.
I spent 4 hrs on the phone to BT and they advised that as sky had not canceled the line thewy had to cancel, nothing they could do and even though I was moving in 3 days (2 now) my phone / BB, the lot was all cancelled and I would have to "call them when I got to the new house and start it all again"... didnt care that I work from home, as a Web Designer !!!
Sky were advised over 2 weeks ago but BT refused to call sky so I did... they said that it was their policy to not cancel a line till the day of the move and BT knew this.... not according to anyone at BT !!... so it seems that I am the first person to ever move with a BT line to a house currently with a phone from SKY... all at BT accept this is not possible but noone can explain why as they havnt heard of this before... still, no matter, its my problem and "call us when you move and we will see what we can do... or you can go online and book"... what with I asked?... you are cutting me off "oh yes, well call us from your mobile then !!"
Ok, well I cant believe that I should be treated like this... 25 years with BT and they are screwing up not only my house move but my business too all because they cant be bothered to do anything that may or may not help.
So, below is the copy of the email I sent earlier today to Sir Michael Rake (BT Chairman)... I will be interested to see if I get a reply as although now I accept that BT are going to hurt me (oh and they wont even let me go to SKY without charging 12 months) I DO want to know or at least be reassured that I am not being "turned over" by the people at the call centres.
Can anyone help... email content to follow below...
Dear Sir Michael,
I have been a customer of BT for over 20 years but I felt I
had to let you know about the total shambles that BT are creating regarding my
home move. I will reduce the details down vastly so as not to take up too much
of your time but suffice to say I was on the phone for 4.5hrs yesterday to BT
in total.
1)      I
booked a home move weeks ago, all was fine a provisional new number was given
and although I could not have BT infinity at the new address I was offered the
best other package available.
2)      I
am moving on 22nd Sept (2 days)
3)      I
received a text message yesterday saying “your order has been cancelled”. I
received this while I was out so went straight home and called BT.
4)      I
was advised by home move dept that my telephone, broadband, new number and
installation had all been cancelled since the phone line I was moving to had
not been cancelled. I was told to get the phone line at the other end cancelled
and reorder.
5)      I
spoke to the estate agents and then the sellers who advised that they has
advised sky 10 days ago that they were moving
6)      I
called BT and told them... “no its not cancelled on our system can’t help you”
I was told. We cant reopen the order so you will have to start it all again.
7)      I
called SKY myself to be told that although they were different from everyone
else they as a company don’t cancel lines until the move date as if they did it
would screw up their own systems so they would not be cancelling till 22nd
and this was well known by BT.
8)      Called
BT back, no, not heard that before and nothing they could do.
9)      Can
I move from BT I asked?... you will be charged 12 months as you are signed up
till Sept 2012.
10)   I
said I couldn’t believe I was the first BT customer ever to move to a house
which currently has sky. Everyone agreed that this couldn’t be the case but
offered no other explanation.
11)   I
called and asked for customer relations department... “we don’t have one” I was
advised, each department looks after their own complaints. I was however put
through to an Indian guy (sorry didn’t get his name) who said he wold take
ownership and get everything sorted for me over night and would call me 10-12am
today.
12)   He
called as promised at 11am and said he would put me through to home move. After
explaining the situation AGAIN they said that if they put an order in today it
would be 11 working days and would likely get cancelled anyway. They said “best
thing to do is ring us when you get to the new property on your mobile and we
can do a new order on Thursday... if the line is cancelled). Again they offered
no explanation and agreed that I could not be the first person to move to a
house with a sky line.
13)   I
work from home as a web designer so you can imagine that internet connection is
quite important.
14)   Yesterday
the only bit of hope I was offered was by a lady who agreed it was a mess and
gave me a free 30 day hot spot access (as my existing phone will be cancelled
on Thursday I wouldn’t be able to use this currently free service) but at least
I have this access as long as I can find a hot spot where I am moving to.
15)   I
am afraid by now BT had worn me out and I accept that I will have to go without
a phone and my businesses will have to stop for as long as BT choose to keep me
offline. However what I cant accept is that I am the first person to move to a
house where there is currently a sky connection... I just cant be the first
person and if I am not then this surely must have happened (or not) before or
BT must have a policy for this.
16)   30
mins ago I rang and asked where would I go to if I wanted to escalate a
complaint. I was told to hold as again “we don’t have a complaints or customer
relations department”. I was then told that a Manager called Louise Jones would
look into my question and call me within 48 hrs... not a fat lot of good as I
am moving before then ... but I gave my mobile number for her to call anyway. I
was not offered anything else and to be honest feel like I have been kicked
down the lane till Thursday.
I can see now that I will end up in Market Rasen (where I am
moving to) on Thursday, no phone, no internet, no contract and even my call
forwarding service which I have paid for wont work as there is no number for it
to go to... so no one will be able to call me and my clients will be less than
impressed.
After giving so much notice (at least 5 weeks) to then be
cancelled just 3 days before a move with a totally implausible explanation (as
I just can’t be the first) I’m sure you will agree appears just a bit harsh. I
know as a residential customer I am not that important but this could and
possibly will impact a great deal on my business and income and no one at BT
appears to care at all.
I accept that I am pretty stuffed but while I know that I am
going to suffer I really do want to know if I am the very first person who has
ever moved to a house where sky provides service and if not then is this what
happens to everyone?
For your information I am:
(removed)
I appreciate your time and just hope you can at least get
someone to answer what would seem to be a reasonably easy question that will at
least reassure me that I am not being badly treated.
Best wishes
Dominic
Parker

Hi Domparker,
Thanks for the post and welcome to the forum. I am very sorry for the problem you are having with the home move order. I am sure I can help you. Not to sure what is going on but I would like to take a look at the order so that I can figure out the best way forward.
Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.
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 :-)

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

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.

No ADSL link after moving home

Dear Moderators,
I moved home within E14 area. I had a working internet connection despite issues being posted around Poplar area and the 02075 issue.
After moving house, the same number issued, but I checked the hub and there is no ADSL link at all.
I double checked to make sure nothing else is connected, ensured only the BT home hub was connected, there is neither a blue or yellow light and finally changed filters. I logged inside the BT home hub and the hub says no ADSL connection
I called the help desk who did the line test and I explained what I did and they asked me to change filters again, reboot router, reboot my computer. It was promoted to 2nd line and I was told I would be contacted in 5 hours, I have waited the whole day at home.
Any chance someone could check on the exchange what the issue is and see if there is a ADSL link and whether it is ADSL 2+? If you can provide an email address, I can email you my BT number.
Thanks.
Solved!
Go to Solution.

Thanks for your help mods. Very professional help and the personal touch of calling me to keep me updated was very nice.
Lastly, I was told my line supported ADSL2, however when my ADSL came online it only shows 2MB/s (my estimated speed was 7MB/s), can someone please take a look?
Connection information
Line state
Connected
Connection time
0 days, 0:40:58
Downstream
2,563 Kbps
Upstream
967 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
5.9 dB / 6.5 dB
Line attenuation (Down/Up)
51.0 dB / 31.3 dB
Output power (Down/Up)
0.0 dBm / 12.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
205 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
92

Moving Home, line still active in another name.

I am moving home and trying to have a phone line connected. However, BT say that the phone line is still 'active' at the premises and the previous occupant will have to be contacted to have the line deactivated. Here's the rub, the previous occupant died some 3 months ago. BT refuse to have the line deactivated simply on mine or my landlords say so and that only a relative of the deceased can authorise them to deactivate. Another however, they are quite willing to 'transfer' the line to my name providing I take out a 12 month contract with them. How is this possible? If they can't deactivate the line, how are they able to transfer it to me providing if I take out a contract with them? This sounds very much like restrictive practice and I would like some advice on the matter.

Hi chrisjpr
BT can't just deactivate a line they can however apply for a transfer like most providers so if the line is active in someone elses name or with another provider then your order is progressed as a working line takeover ,BT or whatever provider you choose to go with will attempt to take over and notify the occupier if any and if after 11-14 days they don't reply the line is taken over into your name,this is standard process so not BTs fault,if the person is deceased BT can't just take a 3rd partys word for it unless a authorized person acting onbehalf of the account holder calls to notify BT to advise of the deceased and request the line be ceased,they have to go down the proper channels and allow the lead time set by the regulator that said it is unfortunate that the person is deceased but your 11-14 day lead time for having a line active/transfered in your name is nothing in comparison to the previous occupant being deceased,puts things in prospective I say,bite the bullet my friend and wait
Inherent omniscience - the ability to know anything that one chooses to know and can be known

Moving house connection fee?

Well basically i've moved home and they couldn't promise my infinity because flat I was moving too wasn't listed as having a phoneline (Had it in my previous house) so they said what we'll do is put you down for regular broadband install it and if infinity is there then you can call us and just upgrade. The engineer came by and did install a phone line because there wasn't one.
Now i've checked my account recently and it says connection fee of 130? i'm confused I thought it was free, it was with infinity and the customer service agent on the phone told me yeah it'll be free no problems.
I'm not sure if this happened on my first infinity statement because I don't remember checking it, I think it just said connection fee 130 then said below -130 because it's free with the package.
What's going on here? I sincerely hope I they won't be asking for a connection fee or I would have gone with virgin instead. I was told there would be no fee.

Hi
I am sorry to see you are having problems
I suggest you contact live chat at this link they should be able to help you
http://bt.custhelp.com/app/contact/c/2902/?s_intcid=con_intban_sanda_contact_us_chat_from_forums
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’

Moving home - when does current address get discon...

I am moving home so i will be doing the moving home thing to move our connection over.
It says our current address will be disconnected but it doesn't state when? It also asks time at our address for a new credit check, what address it doesn't state either?

It will be disconnected on the date that you want it disconnected and the address will be your present address not your new address.

Home connect beeps before dial tone...

Installed the Home Connect for my mother - when you pickup the receiver, you hear 4-5 attempts to connect to a dial tone - then it connects. It is a continuous pickup & hangup clicking before the dial tone actually sounds.
This is a problem for when people call in... it hangs up on them or will give lots of static. It is horrible - my mother is too old to understand what is happening to her phone. I have invested the $100 and a 2yr contract only to have her so frustrated (me too) that she is wanting to throw it out!!
I have tried to unplug and go through the programming again & again... nothing is helping. Hope someone else has experienced this and has an answer!!!
thank you!
jj

Hello jessejane22,
Your mother deserves the very best connection and I am here to make sure she gets it! Do other Verizon cell phones work well in her house? Have you tried moving the device to a different area of the house? Can you provide a zip code to reference the area? I am eager to get this resolved!
Thank you,
YaleK_VZW
Follow us on Twitter @VZWsupport

Home Connect - VM retrieval - incredible

I find it incredible to believe and hope someone can tell me what VZ tech support just told me aint so.
If I want to retrieve a VM message left on my Home Connect number and I am calling from a landline, I have to call my home connect number, wait for it to ring (and hope no one at home answers it) and when I hear my greeting, I can hit # and enter my password to get my messages.
This seems like a cave man approach. Does VZ not have a generic VM retreival number for Home Connect users so that they dont actually have to ring their actual home connect number to retrieve VM???
The Ma Bells figured this out more than 15 years ago - is Verizon that inept??
By the way, I have a 5 bar signal and the call clarity on my Home Connect - SUCKS!
Thanks for letting me vent everyone.
<Discussion moved from Apple to Verizon Wireless Services for more exposure.>
Message was edited by: Verizon Moderator

fpfiglia wrote:
The Ma Bells figured this out more than 15 years ago - is Verizon that inept??
Didn't even know voice mail was available through Ma Bell that long ago. They are light years ahead of Comcast as well. Both Verizon and Comcast must be inept.

Moved Home 300 yards, lost fiber option and broadb...

Hi all, looking for some information.
Recently moved home, within the same new build estate, 2 streets and 300 yards between houses.
Both connected to ESSTI Exchange, http://www.samknows.com/broadband/exchange/ESSTI
At my previous address I had approx 6-7Mbps and the option to upgrade to Fiber. Details from FTTC Check;
Cabinet Probability Uplift Phase Status Type
P34
100%
9.51
6b
Part of deployment
FTTC (Fiber to the Cabinet)
http://fttc-check.alc.im/results.php?postcode=FK95GJ
At my new address I am struggling to maintain 1.5-2Mbps (at night you can forget YouTube for example). Details from FTTC Check;
Cabinet Probability Uplift Phase Status Type
P52
100%
Not part of a phase
http://fttc-check.alc.im/results.php?postcode=FK95GR
I'd like to understand why this is the case if anyone could explain it would be much appreciated. With a 3 teenage kids in the house going backwards in the broadband speed stakes is painful.

the simple answer to your question is at this time your cabinet is not planned for fibre upgrade at this time there can be many reasons for that Openreach do come back and upgrade outstanding cabinets eventually
as to your present speed that reduction is due to you being further away from the exchange and unfortunately nothing that can be done with that problem
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’

Moved home. New line constant engaged tone and can...

I moved home last Monday and organised a BT phone line move from my old property to the new one a few weeks prior. I said I did not mind if the phone number changes as I don't use the phone line for calling anyway. I only have it for the sake of broadband.
So I was told by BT the phone line at my new property should be ready last Friday. Well I tried plugging my phone into the phone socket and all I get is the sound of a constant engaged tone. I cannot make any calls from this. I tried dialling numbers but the engaged tone persists, as if nothing has changed at all.
I even unscrewed the BT socket panel to connect my phone to the main test socket and still, the same persistent engaged tone. No different than before.
Called BT about this and they did a line test and said they could not detect a problem with the line from their end. They said they could send an engineer out but kept giving me a warning that if they send an engineer down here it will cost me £129.99 if it is not BT's fault. They said it could be fallen trees on my end or whatever, and in that case I would be charged. I really don't think it could be fallen trees as I live near the city centre in a mid terrace Victorian house with paved backyard and all my neighbours too have paved yards. There is not a single tree around here growing in anybody's yard.
Anyway I decided I'd rather have an engineer see to this than be forced to pay the monthly £29 ish charge to BT for a broadband service I cannot use because of the line being the way it is. So booked an engineer to come yesterday. They said he'd come between 1 - 6 pm. And they kept telling me NOT to call them again regarding this issue. Well the engineer never showed up. At about 5 pm BT called me to say there is a problem with the booking system and said they will rebook another engineer appointment for me today. Said the engineer will come between 8 am - 1 pm. And once again she finished off by telling me NOT to call BT back about this. Well it's past 11 am now and still no sign of any engineer.
Not very happy about this... Sigh.
Does anyone know what could be going on with my phone line?

Please contact NeilO as requested.
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I would imagine its probably an exchange configuration fault, which should not require a visit. Its quite normal for the Field Technician to visit the excahnge first, and test on the frame.
You may find that the fault will be cleared within a few hours, once the equipment is sorted.
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.

So, I have just about had it. For nine days now, I have valiantly tried to move my library to an external drive. At first, I attempted to move it to my 2TB Time capsule, iTunes didn't like its new home though and moved home without telling me.

So, I have just about had it. For nine days now, I have valiantly tried to move my library to an external drive. At first, I attempted to move it to my 2TB Time capsule. iTunes didn't like its new home though and moved home without telling me. So then there were two libraries. I meshed them back together reluctantly and iTunes in a silent revolt, absolutely refused to use its own 'Keep Library Organized' criteria and may as well have thrown my music against the wall. Seriously, my 5 year old nephew has his computer files better managed. Then I bought a 3TB Time Capsule and you may ask yourself why??? Well, iTunes doubled in size- although when I ran apps that are designed to find duplicate iTunes files, it deleted the music I actually bought from iTunes. So then I watched as iTunes got it back. How you ask; I run a MacBook Air, iMac and Mac mini in my house - as soon as one powered up it hit the net like a sailor on leave and re-downloaded it all without abandon. I tried to keep the libraries separate, no success there. I tried to keep them unified; iTunes response was to ask me if I wanted to join iTunes Match every time I logged on to my computer and on any computer - my iTunes match song number has been as high as 24,367 and as low as 11,112. And I can't simply refuse iTunes. No one refuses iTunes. Refusal to allow iTunes Match to run through all 24000 songs again was to revoke my rights to the songs that were once part of my library. If I took a long time to decide or was visibly impatient while iTunes did its little 3 hour scan it would arbitrarily decide that music I bought from iTunes was ineligible for iTunes Match. How could that possibly be??? I am missing music, or at least iTunes tells me so by showing me that lovely exclamation point. I have tried backing up my computer to do a full system restore and start all over. Time Capsule claims I have 979 GB of data and takes its sweet time to even back up one gig (about 18 minutes) even though I can transfer files to my Time Capsule at about 1 GB every 40 seconds. I guess though performing back-ups are somewhat like government jobs; it will get done, when it gets done. The back up requirement of 979 GB is surprising though, my Mac claims that I currently occupy just about 25% of my 2TB drive. The discrepancy, who knows, but I think the solution lies somewhere in iTunes. But maybe iPhoto. But that is for another time.

After admittedly only a quick read the one thing you don't say is how you are trying to make this move. Most people with moving library issues do it the wrong way. Plenty of web sites tell you how to do it the wrong way.
If the iTunes application is started before the drive with the library is fully mounted and awake iTunes will revert back to the internal drive.

Complaint re moving home connection

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