Getting FiOS next week... 2nd Phone line Question

We just signed up for FiOS Triple play and will be installed next week... We have two phone lines (on seperate accounts) coming in the house... the FiOS rep said that they can hook up one during install and that I have to call after install and have the second account merged into the FiOS acct for an additional $10/month... is this true? Or do I have to sign up for another phone package at an additional cost?
If there is a VZ rep who can assist me that would be awesome or someone who has had this experience to walk me thru it..

We can help you out with your inquiry. I have sent you a private message to get some account info from you.
Anthony_VZ
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Similar Messages

Great....upgraded my bundle and was forced into digital voice. Now I've lost my 2nd phone line

I'm beyond frustrated yet again with Verizon and trying to do an upgrade. I upgraded my bundle and was forced into digital voice. Really didn't care to change my phone but went ahead. So today I wake up to no 2nd phone line or distinctive ring line. I've spent 2+ hours on the phone trying to get someone to get my phone line back and I'm so sick of being transferrred, calls dropped, wrong department, etc. I don't have time for this **bleep**! Plus...the online chat isn't working either. I give up!
If there is a tech person out there that can help me get my line back....please tell me who the heck to call without getting a one hour + run around with no help!
Deanne
Frustrated in Keller

I'm sorry to hear about your phone upgrade issue. The Verizon Forums is a peer-to-peer support channel in which users help other users. Because your issue appears to need account specific assistance from Verizon, I've moved your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Travel to UK with iPhone next week. A few questions if you please!

My daughter is going to visit the UK next week. She will be bringing her iPhone. I have bought her a plug adapter that does not convert voltage because it is my understanding that the Apple adaptor will take 220 fine. Also, the data roaming has been turned off. She has been told not to try to use the internet unless she has WIFI access. I will call ATT on Monday to buy international calling, which brings the roaming charges down a little, but not much.
Now the questions: Will the phone work in the UK reliably? How the heck do you dial an american phone number from the UK Let's say you want to dial 714-555-1212 from the UK, what prefixes are needed when you dial. I don't want her to place her calls with operator assistance! Any other comments would be greatly appreciated, TIA.
Paul

When you put numbers in a mobile phone, it's always best to enter internationally formatted numbers.
For the US, that's +1 714 555 1212 for the number you mentioned, or for a UK number such as 01312 345678, it'd be +44 1312 345 678 (leave out the first '0'). Obviously, +1 is the US country code, +44 is the UK. Check out this wikipedia link for other countries: http://en.wikipedia.org/wiki/Listof_international_callprefixes
The iPhone - even the US iPhone, works fine in the UK, as it's a GSM phone (the technology used for pretty much every country's predominant cell networks except the US). Mine's been without issue.
One thing that nobody thinks of, but everyone could possibly need - emergency services. It's a common misconception in the UK that 911 works, but it will not. Remember to use 999, or the European-wide (and world wide for GSM phones) 112
Oh yeah, and last but not least, visit Scotland, especially the highlands.

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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How do I get BT to repair my phone line?

Our line has been out of order since Wednesday 13 Feb. We have no mobile signal and therefore asked to be kept in contact by email (we have satellite broadband as we live in a country area). I have had no emails except a couple of bland "we will repair your phone from a "Warren Buckley" " - is he real?.
Monday an engineer appeared - no appointment, lucky I was in. He spent some time testing and came to the conclusion the fault is 1062 meters from our house. But he could do nothing about it as it is an overhead line and he is not qaulified.
Wednesday morning another engineer appeared - no appointment again. We were not available. He went away.
I phoned and an appointment was made for today, 27th Feb. No engineer turned up.
I phoned. They said that they are working on it. I am sorry but that is b******t. I have to drive past the overhead line and there has been no BT/OpenReach presence there at all.
I asked to be informed by email by the end of the day what was happening. No email.
Two weeks. No phone. Any advice please?

davidft wrote:
I phoned. They said that they are working on it. I am sorry but that is b******t. I have to drive past the overhead line and there has been no BT/OpenReach presence there at all.
The fault tracker system used by the call centres will show that the fault is currently issued to an engineer not as you think that it is physically being worked on.
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Cfwdall on 2nd phone line

hi
just noticed on some of my phones that on the 2nd line when I hit cfwdall it says "that key is not active here"
it works fine on the 1st line..any ideas why this is?

Hi Mark,
This is a very common question all of us have asked at one point or another and currently cfwdall is only supported for Line 1 on the phone.The only method available to cfwdall Line 2 is to do it from ccmadmin or the ccmuser web access page.
There is also a third party product called;
IPPhone callForwarder
This new version brings to the user the ability of defining and setting the call forwards from the IP Phone. When selecting the IP Phone callForwarder service, a menu with all available lines will appear. After selecting the line the user wishes to set the forward on, a new menu containing the forward definitions will show on screen. Only those forwarding parameters definied by the Administrator will be displayed. These parameters will show the actual forward destination. The user can then set any of these callForwards.
From this link at myvoipsource.org;
http://www.voip-tools.org/index.php?option=com_content&task=view&id=47&Itemid=85
Hope this helps!
Rob
Please remember to rate helpful posts........

Router (phone line) question

My modem/router plus into a phone jack outlet in my wall (the only functional one in my house.) Now I need the same outlet to send occasional EKGs to a doctors office or fax. I have an adapter whereby I can plug two appliances (router and EKG monitor) into the same phone jack outlet. My question is whether doing so will degrade my wireless coverage/ communications via the router.

Yes, you can use a dual phone jack adaptor to plug your DSL modem and another telephone device into the same jack. You will need to use a DSL filter on the other device, otherwise the DSL signals can interfere with the operation of the other device and they may be degraded enough to prevent the DSL modem from working.
You should have gotten some DSL filters when you had the service installed. If you don't have one, you can find them online easily enough; or you can pay significantly more to buy one at your local electronics retailer.
Have Fun!
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Adding a 2nd Residential Phone Line

Last night I ordered a 2nd phone line from Verizon for my kids.
I nevered received a confirmation email but checked my order and it says it was processed already.
So now that a bought a new telephone number to use, what's next?
How do I go about getting a phone to work with that new telephone number/line?
Furthermore, if my order status says "COMPLETED" then why do I still have these questions with no email or directions telling me what to do next?
Thanks for any help.

I would call your local verizon office and see what they say. Someone will need to visit your home to install the second line. If you don't know the local office you could always call FIOS at 888-553-1555
Jim

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.
your phoneline would be fixed by BT OPenreach and they will only deal with your provider as that is not BT. you need to go back to your phone provider and see if they can help
there is nothing that can be done by BT Retail on this forum
this post is also 18month old!!!
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If someone answers your question correctly please let other members know by clicking on ’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’

Unable to get phone line working - next appointmen...

Hi
I moved home a few day before Christmas and the phone and broadband were due to be activated on the 7th January which was fully understandable.
Nothing happened on that day so after calling the helpdesk I was told it should be done on the 9th.
On the 9th , for a while we had a dial tone but not able to make any calls as if it wasnt fully activated.
After waiting a further 24 hours I spent ages trying to get a straight answer from India without success. they kept saying there was an issue at the exchange but could not clarify the full issue. They were on hold themselves trying to get to BT openreach.
We have now lost the dial tone and all it says is 'check phone line'
I have chased them again since without any real outcome.
The helpdesk called me yesterday to say I need to re-book an exchange engineer and the first available date is over a month away!
After a lot of pushing they finally admitted that the delay has been caused by the need to get traffic lights installed to allow the engineer to get to the roadside junction box. I'm not entirely sure where this box is but I have found one within 500 yards of my home and there is certainly no need for lights as te van can be parked on the grass verge. I have a screen gra from Google earth to back this up.
I would really appeciate some help in getting to the bottom of this matter as I feel I am being fobbed off.
Regards
Mark

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

HT1414 i pulged my phone into my laptop then itunes apeared it told me to come back on1/2/13 to get my update i cam back today and it say i have to comback next week what shold i do

i pluged my iphone in to my laptap then it said to come on1,2,13 so i cam now its telline me to come next week when i need to get an update for my iphone now because it will not let me donload any apps

Go to the  menu/About This Mac - what OS version shows there?
Do a backup, preferably 2 separate ones on 2 separate drives.
Revert to a Previous OS X
Revert to Snow Leopard
If you do revert, I'd use Setup Assistant to restore your data. This process takes a while, so do it when you won't need the computer for several hours, based on my experience.

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
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Having lots of problems with getting a phone line ...

this may be a bit of a long story sorry, but this has now stretched to nearly 2 months without phone and internet and i desperately need help as i rely on both for my business.
we moved in to our new house in october and ordered BT phone and internet on the 18th of October, we've now had 3 engineers out to connect a phone line but yesterday after the 3rd one turned up, and then left without informing me, i phoned BT to ask where he was to be told i now had to rebook my appointment for the 6th of December, nearly 2 months after moving into my house.
first engineer came on the 8th of november, a very nice man who explained to me the phone line in my house was 20 year old outdated underground line which was no longer in use by BT, he phoned his boss and was told he'd need to put up a whole new line. he went away to get a harness and ladder etc, came back and climbed the pole and got the line up and put it to my house. he then took the whole thing down again... came in to inform me that the line didnt meet regulations as it was not high enough, and he couldnt use the other pole as it was too close to electrical wires. he was gutted to have lost a whole day but informed me it is the law that bt have to provide me with a phone line and that if they dont do anything within 3 days i should complain. i was disappointed as i'd taken the day off work for this, being self employed this cost me a lot of money.
next day i was back to work as normal, a new bt engineer phoned saying he was at my house. i said i'd come back to meet him but he told me not to bother, as he'd already inspected the area and decided the first engineer was wrong and he should have infact put the line up at the pole which was beside the electrical wires, so he told me he'd book a new appointment and bt would phone me to let me know.
i waited a week with no phone call or email so i phoned BT myself on Saturday 16th November. i got a lovely lady on the phone who actually seemed horrified at what had happened, she couldnt be more helpful and managed to get me a cancellation appointment the following thursday, 21st november, from the BT engineers and assured me the order would be completed this time. great, but annoying as again i had to be in the house which meant a 2nd day off work costing me a lot more money again.
21st november - yesterday - bang on 9am a knock at the door, great. new BT engineer is there, an older unfit looking gentleman wrapped up in hats and scarfs and huge jackets. straight away he came across to me that he couldnt be bothered with this, he was asking me what line i had, what the previous guy did, what the 2nd guy said needed doing, he didnt know himself. i explained to him and he went away back into his van. he sat there for 30-40 minutes, came back to the door to say he needed a cherrypicker to get him up the pole to connect the new phone line but as it was in another place it wouldnt be here till the afternoon. he then went on to ask me if i would be staying in all day as it would get done today, he said i needed to stay in the house all day 'you wont be going anywhere will you?' i was told to stay and wait for him over and over again. i said this was fine as i'd had to take another day off work, i couldnt afford a 3rd day so i wouldnt be going anywhere.
come 11.30am, he returned, he just said he wanted to update me on that he was heading into the village to fix a phone line then would return, again he asked for assurances i wouldnt leave the house etc and i said thats fine.
12:15pm - a man phoned from BT to rebook my engineer appointment, i kindly explained he was here at half 11 and was returning to complete the job later. the man on the phone said thats fine but please phone us back if he doesnt reappear. at this point i was very worried, phoned the missus for her opinion and we agreed i should phone back so i phoned back straight away. this time i got a nice scottish man on the phone and i explained everything, he went and checked things for me and said the system still said my order was in progress so if the engineer had told me he'd be coming back, he saw no reason why he wouldnt. i was happy with that and agreed.
3:30pm - still no sign so i phoned BT back to say i was worried he had left, it was a nice man on the phone again but talked in broken english and didnt understand me completely a lot of the time... (i have a scottish accent ) the whole call took about an hour but eventually it turned out the BT engineer had indeed just decided to go home, im presuming he decided it was too much work in the wind and rain, and to add insult to injury he'd even told BT my order was completed. i asked the man on the phone if i could talk to someone higher up as i wish to complain as i needed my order completed today, he point blank refused saying he would file the complaint on my behalf which i wasnt happy with but he wasnt having it any other way. he decided to rebook my appointment for the 6th of december despite this meaning i'd need to take a 3rd day off work costing me yet more money. he then had me wait on the phone whilst he typed out my complaint and gave me a complaint reference number, he didnt really check anything with me as to what i wanted in the complaint so i am a bit worried not everything is in there. i could add more on this, im not happy at having to wait for another 2 weeks aswell considering the last lady found me an appointment within just 4 days of me phoning, i believe i should have priority for an urgent appointment?
anyway, i am very annoyed by this whole thing. i have remained patient up until today and now i just dont know what to do, im not the type to complain but this is ridiculous, i can see the same thing happening with the next engineer. i do expect some form of compensation over this whole affair as it is not fair at all that i will now have to take 3 days off my self employed job which is very very costly for me and is money i can not get back. not to mention the loss in business from not having the internet as we take appointments and orders online, we have been unable to use this for 2 months now. the amount of money i have lost over all of this is unbelieveable. fair enough i did not mind at all having to wait for my first appointment, or for taking the first day off work for the work to be done. that was fair enough, i realise these guys are busy and that was the earliest appointment i could have so that was fine. but now that i have to take another 2 days off work is the problem, not to mention all this extra time with no internet.
please could one of you help me out here as i dont know what else to do. ideally im hoping someone could sort out an earlier appointment for me like the original woman on the phone did, getting me a cancellation, as i am in desperate need of it now as december is our busiest month. i also wish to file my own complaint about all of this if possible. thank you in advance for any help and i am sorry for the length of this post. cheers.
Solved!
Go to Solution.

You will not get any compensation from the failure to provide a residential line, apart from what BT say on this page.
Customer service guarantee
BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
If you are waiting for Openreach to deal, then that appointment is going to be the earliest available.
You could take a laptop into town, and use it on the available hotspots. It would also be worth considering adding broadband to the business line, to make things easier at the shop.
As this is only a customer to customer forum, all I can do is to ask a BT Moderator to see if they can help, but I doubt that they can influence Openreach, as Openreach deal with other service providers as well.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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 Phone Line for 1 week; moving towards urgent!

Hello All, I am posting this on behalf of my father.
Problem
Phone line has not worked for a week; BT broadband works. Context: he lives along a country lane, nearly all his neighbours are experiencing problems with their phone line, broadband or both. Becoming urgent? One of his neighbour's husband died this week and she has had no phone line to organise the funeral. She now has a mobile phone which she can hardly use, she is very elderly. That example was to illustrate that inaction can really affect people.
Actions Taken
1. My Dad phoned the BT fault line. BT (to give them credit) arrived the next day. They checked the wiring inside the house and confirmed the fault lay with BT. They then confirmed that they needed to dig up the road and the job was with 'Planning' and there was nothing more they can do.
Follow Up
1) My Dad did not get a reference from the BT guys that initially visited.
2) He has not heard back from BT of their Planning department.
3) He has tried to phone Customer Services but ends up in India and gets confused. He is elderly as well.
4) He did manage to use the Live Chat function last night and communicated the problem on his line. He got a text today to say it was all fixed and his phone would work. He got home and his phone did not work. Something he could not get his head around since BT texted him to say it would be working. Different generation, different values!!
Conclusion
I guess I am asking for help or advice. Any help would be much appreciated.

Hi Illogan,
Sorry about the trouble here.
I'll be happy to have a look into this for you and try and get the line up and going again.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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