House Move Nightmare

I have recently moved house into a new build property.
My wife called BT & arranged the line to be transferred and we were told that this would not be a problem. We also have been Bt Infinity Customers for over a year. As we decided that we were going to get rid of Sky TV, we also ordered BT Vison to go along with our other BT products.
Anyway to cut a long story short, we were scheduled an appointment on the 27th February between 1pm & 6pm. We received 3 emails a few days before hand advising us that we should be in and be able to make desicions about where the equipment would go etc. Well, after my wife waiting in all afternoon (and paying for a taxi to pick the kids up from school) we didnt receive a visit. My wife called that evening to ask why they hadnt been and was told that someone would call her this morning.
Someone called this morning only to tell her that someone else would call her again on Monday!!!
My wife asked what the problem was and when we would have our phoneline and Infinity installed and all the woman could answer with is "Sorry I Don't Know."!!!
We have been without a phone or internet for approaching a month now, aswell as only freeview TV - couldnt BT have sent us the box so that we could have at least been able to record programs?
What is even more infuriating is that all of the other houses in our row all moved in on the same day and have all had their BT installed weeks ago!
Any advice on how to get this rectified please? Just some answers would be nice, as at this moment in time we still dont have a clue when we will be connected!
Thanks in advance

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’

Similar Messages

Ordering phones during house move

Hi all,
I thought I'd rant here rather than be stuck in a queue for 30 minutes. Hopefully a mod can help me out.
So, I contacted BT via the website for a house move and ordered two telephones at the same time to be delivered when we moved in. Simple ehough, one would think, but no
A few days after moving, I checked the order and Royal Mail tracking. The phones had been dispatched to an old address that we haven't lived in for a few years. Not really an issue, but I spent ages on the phone to BT and when I eventually got through to someone who could help, I explained the situation and gave my new address. I was promised the phones next day.
So next day comes and goes and the day after we were doing some gardening at the old house and the neighbour popped around with what I thought were the new phones. Great, I thought, but after a while I checked and actually the parcel was for a DSL modem. Not bad, but not when I expected. So, I checked the latest order on the website and the status was complete. Great .. BT thought that they had completed the order .. but not what I expected.
Come on guys, your CRM sucks. It's not rocket science to dispatch phones to a new address during a online house move transaction surely? Perhaps it's just me, but working for a vendor on latest telecoms products, I expect CRM to work. Clearly it doesn't and the help I recieved after paying for a 30 minute mobile call proved fruitless.
If I were a school teacher ... D- Please try harder. As it is, I'm a telecoms professional and would expect so much more from BT.
Cheers,
Mark

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.

House move, disabled parent and no phone for three...

Hi... Can anyone help me with this as I can't believe I'm the first to have experienced the problem. I move house on 1st May. On 21st April I contacted BT in respect of my house move. The really helpful team at home movers could not find a line at my new property despite agreeing that there was a number and a BT line there. Some kind of glitch blocked their ability to get me sorted. After approx four hours of phone calls to four separate advisors I was told that an engineer would have to go to the property. The earliest date I could be offered is 22nd May. Over three weeks away. I have a severley disabled father (stroke) who will be living with me for a few weeks after my move and with no mobile reception (I live in hilly west wales) I'm now scared not to be able to get a landline fitted incase of emergencies. The BT homemovers team seemed unable to bring my engineer visit foward.... does anyone have any suggestions?

you can try the forum mods who may be able to help
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House move connection fee demand.

Hi... I'm new to the forum and I'm hoping a kindly Moderator can help me with a problem which is causing me a lot of frustration and angst!
I've been with BT for many years, and recently completed the house move procedure online. Initially I was told via "My BT" that a line didn't physically exist at my new address and an engineer would call, costing £130.
The line at my new address did exist, and was connected with all equipment and a dialling tone prior to my moving in date.
I was then told (My BT) that an engineer didn't need to call.
When the next bill was sent I was charged the £130 reconnection fee, - to a line which had not been disconnected.
I telephoned the BT helpline, and an Indian gentleman spoke with his supervisor and emphatically told me that I can "rest assured as there will be 110% no connection charge as the line was always live and was not disconnected".
Since then, as my account still showed the £130 charge I sent a cheque (now presented & paid) to cover the genuine charges of £42.33, but then received a threatening letter stating the service would be restricted.
I have written to both BT accounts and BT complaints explaining the above, but have had no reply.
My online BT account now shows the £42.33 as paid, with £130 outstanding.
To reiterate... The landline at my new address never lost it's dial tone from the previous occupant leaving to me moving in, - this can be proven as the phone was used two days before the BT "connection date" when I made an incoming & outgoing test ringer call.
This has now been ongoing for a while and is causing me upset, so I would be very grateful if someone could advise me, please.
With many thanks, kind regards....
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 3/5 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’

House move - no BT line there - contract exit opti...

Apologies if this question has been asked before but I've searched for the offical BT policy document reagarding house move but can't find anything.
I have 3 months left on a 12 month contract and i'm about to move house.
According to BT my new rental property does not have aBT land line installed, and never has, and as such will require an engineers visit costing £130.
I may be wrong but I was under the impression when i took out the contract that I was required to move my service along with the house move _only_ if there was a BT line in my new place to move it to, but if there wasn't then that would allow me to terminate the contract without penalty.
My questions is simple.
Is this actually the case? I would argue that if BT tell me there is no line at the new place then there IS no new line to move the service to thus enabling me to exit the contract.
Can anybody clarify this or point me to a copy of the offical policy wording that covers this contingency please?
Many thanks
Jon

The answers are on this website
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=30848
It seems to imply that if BT cannot provide service at you new address, then cancellation fees do not apply.
It also mentions about 30 days notice if you do not want to take you services with you.
You are going to have to pay an installation charge if you want a phone line installed, as the charge is raised by Openreach, to all service providers that use the cables from the exchange to your new house.
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.

House Move - BT's Inflexible Systems

I was due to move house on Friday 10 August. I had booked the BT disconnection for the 13th August. Surprisingly BT seem to need much more notice than other suppliers and the reconnection (not installation) at the new address was scheduled for 28 August. BT say no access to the property is required so it's presumably a simple reconnection at the cabinet (although it still seems to cost £130).
Unfortunately an issue with legal paperwork means a short delay for the house move so I called BT to defer the cut off until 20th August. There was no need to change the reconnection date as it's still after we move in.
The phone call went well and all was arranged. Unfortunately I received another call 15 minutes later from the call centre advisor advising the system was "giving errors" and the only way to proceed was to cancel my whole order. This he did. The disconnection was rescheduled... and the reconnection was also rescheduled for 3 September!
It's sad that BT's systems seem to hamper customer service. Firstly, why couldn't the disconnection date be changed without cancelling the whole order? Secondly, why wasn't I offered the earliest possible date for reconnection which was, presumably, the appointment which had been cancelled seconds earlier?

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, and are totally reliant on Openreach.
It depends on which appointment slots Openreach have available.
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.

I have a Powerbook G4, from a friend but he has lost the disc,s in a house move, I have all Apps except Iphoto, and cannot transfer my photo's, what can I do. Running 10.5.8 George.C

I have a Powerbook G4, from a friend but he has lost the disc,s in a house move, I have all Apps except Iphoto, and cannot transfer my photo's, what can I do. Running 10.5.8 Prachal

By all means get iLife but just for the record you don't HAVE to use Apple's photo application;
there are many more around, quite a lot of them free.
This http://download.cnet.com/mac/digital-photo-software/?tag=rb_content;main
is a good site to look through for candidates - some will be free some shareware and some paid for.
Alternatively Kodak provides free photo software - navigate through this site to what's right for you:
http://www.kodak.co.uk/ek/GB/en/Home_Main/Kodak_Store/Software.htm
I think its probably this one:
http://support.en.kodak.co.uk/app/answers/detail/a_id/16434/selected/true
Edit :Just remembered another site for you to explore:
http://www.macupdate.com/
Put "photo" in the search box.....

House Move Disaster - from a very angry customer

I am currently experiencing a disastrous home move scenario.
My original BT order was due to go live on 10-Aug-2010.
Suspiciously, the telephone number I was given was for a 01202 88****** which is the area I had just moved from. The new area should always begin with 01202 6*****.
When the order was activated - it was for my old address! I called on the 10th, 11th, 12th and each time I spoke to the foreign call centre I asked specifically to verify the address for the phone number. Each time they told me it was my new address until on the 13th August, for some reason they admitted it was for my old address.
The call centre agents were scripted and their responses were not truthful. Each day they told me 'the fault with the line' will be fixed within 24 hours. it was not, because the fault was that BT had activated a phone number at an incorrect address.
The Open Reach Engineer called me on the 13th and within about 30 seconds - he clarified that there was no line fault but that the telephone number was active at my old address.
Why couldn't the call centre staff verify the address of my telephone line - when I specifically questioned it each time I spoke to them?
After another call to BT on the 13th to make an official complaint - they told me that the complaint was logged and that I would receive a call from a manager within 24 hours. 7 days later I have not been contacted. (even afteranother call to BT, chasing this)
I was left with no choice but to effectively start again and place a new order for a BT line for my new address. This was due to go live yesterday, 18th August. I have been given a 01202 6***** telephone number and the order is now complete....however...it still is not working.
When I try to dial out, I have a dialling tone but before I have finished dialling the number I get a "The number you have dialled has not been recognised" message.Even when trying to route the call through BT with 1280 first. When calling my BT telephone number from my mobile it just rings and rings but the actual BT phone at my new address does not ring.
The last week and a half has shown me that the BT support structure (for me) has been inefficient, poor quality and incompetent.
An engineer is coming tomorrow to check the line when I hope the fault can at last be resolved.
I will be seeking compensation from BT for this.

The comments our your website are obviously a blatant lie!
"Move with less stress. Moving your BT services is quick and easy. Find out how to move with less stress."
It would also appear I am not the only dissatisfied customer.
http://community.bt.com/t5/Phones/House-Move-Disaster-from-a-very-angry-customer/td-p/39557
In light of BTs further incompetence, I have today cancelled my direct debit to BT. If this matter does not get resolved today, I will no longer be a BT customer and will not be liable for any charges for any "service" after the 20th of July 2010.
I have still not had my old phone number allocated back - in fact I am now on a completely different number to what was initially allocated. 01282 77****. Another **** up?
To make matters even worse, I have today received a bill on a different account number for "services" up to October. LC******. My last bill paid on account number GB******* stats I have paid until 17th October.
This also shows that my phone plan has been changed from Unlimited Anytime to Weekend - I assume this will incur call charges that I will not be liable for.
I can only assume that the initial person I spoke to on or around the 10th of July set me up as a new customer, not a customer moving house. I will let you do your own investigation why this happened and who the member of staff was, after all, "calls are recorded for staff training"!
If this matter is not resolved by 5pm today, 23rd August, you can cancel all contracts I hold with BT and I will also be seeking a refund on my payment on account GB*******. The bill received today on account LC***** will not be being paid.
I will of course pay for any calls made outside of the Unlimited Anytime plan - these I am liable for.
I require this matter to be passed to a member of staff at management level, and as said above, this must be resolved by 5pm today. 6 weeks is too long and I am no longer prepared to put up with this level of service. I will be switching suppliers at 5pm today, as 2 family members have already easily switched from BT to TT, without one little bit of fuss.
I can be contacted via email or my mobile. 07803 143***.
Regards,
Matthew Harrison

House move - why so long to provide the service???

On 8th of Jan with a house move confirmed for 14th I rang BT to arrange ceasing line to old property, and enabling phone and BB at new one. It was short notice, but we didn't actually even exchange contracts until the 12th, so it was the best we could do - and the BT web site says 'just give us 5 working days'.
The new property had 2 active lines, each providing phone and BB, so should be a simple move to switch us across they said. Might not be active on 14th, more likely the 19th, but plug in your hub, and when you get the usual green lights your line will be active. Even gave us our new number which we emailed to friends and businesses. So far so good.
Plugged in the kit on 15th - all green, broadband works, phone works. Result! Then I get two almost totally incomprehensible calls from a guy at BT querying a couple of points - fair enough, but then he says that the service won't be active on the 19th as planned - it will be 26th, and that will be provisional.
Oh, and by the way, the new number that you've just told everyone about will now be a different one - and even that's provisional!Turns out that the line I'm using is still linked to the outgoing householder.
So, here I am, with a working phone and broadband service. To enable my service, the BT solution is to disconnect me from tomorrow (19th), and leave me dead in the water until 26th - at least!!!
I guess we can get by on mobiles for voice, but my M-I-L (85) has dementia, and the landline is a major link between her and my wife - not to mention Social Services, GP, and other carers.
Now bear in mind I need no engineer up a pole, or down a hole, no new internal or external cabling, no new sockets, no new handsets, no new hub, ADSL filters or anything else. In this day and age with a modern, high-tech company like BT, surely ALL I need is for someone somewhere at BT to perform a few mouse clicks and I'll be on the air,? Or am I missing something?? (

If BT have an order on a line which is being cancelled, the cancellation will take priority, cancelling out the transfer order. To sum up the people who moved out have cancelled their line, which is why BT have to wait on the line stopping first before their order can be booked. Only then can they place their order which explains the extra delay and the reason why you are left without a phone service. It may be possible, depending on what way the line was cancelled, to fast track the order in 3 working days (it is possible) however this can mess up the backend systems. If the line is just stopped the number should be the same as before, if disconnected from the exchange, or the old homeowner have requested their number to be transferred then that might explain a new number for you

House Move - Infinity not working

Hi, hopefully someone can help me.
We moved house on 12th June and using the BT home move asked to transfer our existing phone number and BT TV/ Infinity package with us. Prior to engineer coming to change numbers over we had a working broadband connection, after the engineers visit we now have the correct phone number but no broadband. I have been on the phone to BT several times each day since the move and although the people are very friendly and seem to want to help the problem hasn't been fixed. I wondered if there was something I could be checking or doing in the meantime to try and fix the issue.
TIA
Clare

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 cannot deal with service issues that way.
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, when its your turn in the queue.
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.

House move

I moved house on 14 June and have been without broadband since.
I am an existing BT infinity customer and have been expected to continue paying my bills while there has been no connection. I have spent a total of 2 hours on the phone to date and nobody has any idea what is wrong or has any suggestion of how I should fix it.
I am at a loss of what to do and everything I have tried has failed. Please help!

Hi ASY3000,
I am sorry to hear about the problems you have had with your home move. I can take a look at this for you. Please could you send me in your details using the link found in the "About Me" section of my profile?
Thanks
PaddyB
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 but 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 :-)

House Move - New Contract

I am moving house in 3 weeks and sorted out my BT move online last week. I was a bit annoyed at having to go into a new 12 month contract with the phone line and even more annoyed to find that recontracting my BB to the same period made me lose the discount I currently receive.
Looking at my account online it seems to read that I have also been recontracted to "TV Essentials" for another 12 months too, can one of the mods look into this for me please?
Seeing as this TV package gives me nothing it's a bit of a cheek if correct.

Hi normanmclean,
Sorry about the confusion with your order there.
The Order Live Chat team should be able to immediately confirm what's happened (they're open 8am to 9pm Monday to Friday, and 8am to 8pm Saturday & 8am to 6pm Sunday).
If not, please let us know and we'll look into this further for you.
Thanks,
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Minimizing downtime after house move.

I'm moving house in October and wish to have Infinity from the moment I move in. How can I acheive this?
The previous owner has Infinity and so I am assuming that an engineer visit is not required - is that a fair assumption?
I am not moving my existing BT connection so this will be a new one.
Any advice?

you need to contact BT sales with this one 0800800150
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’

BT Infinity - Home Move Nightmare

Hi - I would like to share my nightmare related to the home move and BT Infinity
(re)activation at the new address in a desperate hope that someone might provide an insight and advice as to how to best handle and resolve this, as I am totally beyond myself.
Using the Home Move online tool, I informed BT at the beginning of Sept about my upcoming home move scheduled for Oct 16th, in order to give them enough time to sort out the transfer of my phone line and BT Infinity - Received the online confirmation that everything is fine and an engineer would be arriving at my new property on 16th Oct to re-connect my BT Infinity account
16th Oct arrived, 2 engineers came and no broadband and no Infinity, apparently not enabled yet. These guys called someone at Openreach who was supposed to investigate the issue, and left my property with no resolution, open socket hanging out of my wall and wires all over the place. I had to chase them up for the rest of the afternoon to find out if they are coming back or not, and finally was told that there is nothing they could do, another dept at Openreach had to step in and solve the problem, so BT will take care of arranging for a new appt.
Called BT next day and was told that the port issue got resolved, and we agreed on the new appt for 31st Oct (morning slot). Received a text from BT confirming the appt slot.
On 30th Oct, I decided to check my order status at BT Online as I was getting paranoid. The web-site said that the engineer visit was scheduled for that very same afternoon, 30th Oct (afternoon slot). Got quite frustrated and called BT to complain. They escalated the issue to someone from BT mgmt or Openreach on the phone (not quite sure), who was quite apologetic and admited that there was a mix-up with scheduling, the engineer was on his way to my property but unfortunatelly we couldn't not arrange to leave work and go back home - so this visit would be a loss and BT would bear the cost
The escalation contact promised to fast-track my next appt and someone would call me in the next day or so to get 3 available slots from us to agree on the next visit
I was also told that all wiring and porting is now all sorted out, another engineer visit would be able to sort out my Infinity connection in no time
The escalation contact did follow through as promised and I did get calls over the next 2-3 days and we agreed on another appt for this morning, 6th Nov - so far so good
BT Online had 6th Nov afternoon slot instead, which again got me quite paranoid. Called BT again to reconfirm the date and the morning slot - Was told to rest assured, everything is fine as agreed, 6th Nov 8-13, all ready to go
This morning another engineer arrived, and the first thing he asked was: 'Are you sure that the port is ready?'
All we could said was the confirmation that BT had been feeding us to date, all ready to go
The guy connected some wires and then said that he would need to go and check the port outside the property - he promised to be back as soon as possible
Well, he came back after 45min and delivered unwanted message - the port is not ready yet, it is apparently faulty, and someone at Openreach needs to come in to fix it. He called (a different dept) at Openreach and was told that someone would need to put an order through to get this port fixing job to be done. No ETA, no nothing.
We were told to call BT back and complain, complain etc
So I called BT immediately, and all I was told was that 'the order could not be completed unfortunatelly, it is delayed. Someone would be calling us on 11th Nov (have no idea where that day acme from) to inform us of the status of the order and next steps. Until then, BT can generously give me access to public BT WiFi. And yes, we will NOT be changed for the broadband service until it gets restored.
To add more insult to the injury, our most recent BT bills for Oct and Nov show full charges for BT Infinity and double billing for some phone services (Int Freedom). Had to call BT Billing today to complain again and requesta refund.
BT Online says that our Broadband order will be completed up until midnights of 13th Nov - what the heck is this supposed to mean? Why is BT / Openreach sending out engineers to our property if the port is not ready, enabled, or any additional work is needed to fix faults (if any)? Complete waste of time, money, not to mention having to take time off from work.
Is this nightmare ever going to end, and how more inefficient it can be?
Any help or advice would be very appreciated, thanks in advance
at38521

Hi at38521
I'm really sorry to read about the problems with connecting your services. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help you get this sorted. You can find the link by clicking on my username.
Thanks
Neil
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 but 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’.

Losing number after house move

i moved to bt about 2 months ago after having my number transferred from virgin i then moved house after approx 2 weeks had the number for about a month in total but as bt where sorting out things for the move the number changed and they said virgin took it back and could only get it back if i moved back to virgin emailed virgin today said this is BLACKMAIL no response yet as anyone else experienced this
Solved!
Go to Solution.

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved
do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
The forum mods normally reply within3/5 working days after you have contacted them
They will contact you personally by email or phone
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’

House Move Nightmare

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