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’

Similar Messages

Moved House - 288 kbps connection since then

Hello, hoping someone can help me as I've not had much luck from the Broadband support on the phone.
I moved house last month and my broadband was activated on 14th March, since then it's only ever been connected at 288 kbps. I've spoken to support a couple of times but gotten nowhere. The router is plugged into the test port on the main socket and here are my ADSL stats:
ADSL line status
Connection information
Line state
Connected
Connection time
5 days, 10:00:55
Downstream
288 Kbps
Upstream
440 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
36.1 dB / 28.3 dB
Line attenuation (Down/Up)
30.0 dB / 15.6 dB
Output power (Down/Up)
0.0 dBm / 12.8 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
358 / 4294967258
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
0
Hope someone can help, cheers

It looks like you are stuck in a banded profile. I cannot see any reason for this.
You should be connecting at about 15264Kbs.
Try a hub restart first, to see if it improves. If not then
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.

Trying to get new house connected is a nightmare

Hi,
Just moved house in September and made arrangements to get my phone and broadband service moved to my new address, got an appointment for the 25th and after numerous e-mail and texts to say they were coming and to make sure someone would be in they called the night before to cancel stating external works would need done and i would get an update in two weeks, bearing in mind the previous owner had a phone line, there is a pole outside the front door with a cable going to my house i was shocked when told there wasn't a line available for me from the pole or any other close by, anyway this has been going on for some time now, first they submitted drawings to the council for 3 way traffic lights that were accepted, then when the work was supposed to be carried out they came back with another excuses saying they then had to then submit plans to the council, we then got another date for 12th November and was assured that most of the cable work was complete and only a small section remained that was underground and requiring the traffic lights would take an hour, 3 men turned up hovered around outside the house and then disappeared again before i could get my shoes on and go out to chat to them, then told the following day that they could not complete the work for some reason that the cs girl didn't know then got a date for the 19th that was then changed later to the 24th then at 4am this morning get an email from BT saying they would be sending an engineer on the 25th September - whats that all about!! its getting beyond a joke i'm usually pretty patient but this is getting ridiculous, and to top it all off i am still getting charged for the services that havent been getting for the last two months.
Mark

Hi Markyd1973,
Welcome to the forum and thanks for posting. I'm sorry about the delay getting your line connected please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll check with Openreach for an update. 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’.

Work from home and just moved house, really slow i...

Hello, I have just moved house ( 2 weeks ago) I use to get BT infinity so I was expecting a big drop but nothing like this. When I orderd my new BT package I was told to estimate speed of 12mb.
My internet cuts out regularly - 5 to 10 times aday and most of the time when I get incoming and out going calls.
-I was getting 11.1mb the first two days I moved in.
- Currently plugged into test socket and did the 17070 and 2 and getting some static sound but did this with a wireless phone standing next to the receiver.
-Just got brand new ADSL filters from BT.
Any help would be fantastic due to this is damaging my work with clients - Thank you!

Already talked to BT about BT business two years ago and was told I did not need to "upgrade"
I have contacted a BT enginer who is coming out next week.
Thank you john46 -
Line state:
Connected
Connection time:
0 day, 08:58:48
Downstream:
3,065 Kbps
Upstream:
531 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
4.4 dB / 5.2 dB
Line attenuation (Down/Up):
22.0 dB / 8.4 dB
Output power (Down/Up):
0.0 dBm / 10.1 dBm
FEC Events (Down/Up):
48014 / 10044
CRC Events (Down/Up):
0 / 35
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 66
Error Seconds (Local/Remote):
0 / 27

Moving house can't keep phone number

So I'll be moving house soon and I'm trying to organise moving my phone, tv and broadband to the new place.
The trouble I'm having is that when filling in the online form it says that not only will I need a new line installed and can't keep my phone number but I won't get all the channels I get just now (standard Vision package).
The new place has had a BT line and is only up the road a bit from where I am just now.
Is there something I'm doing wrong? From what it says before I start filling in the form I should be able to move everything without charge as long as the new place doesn't need a line installed. Which the new place shouldn't need as it was a BT line before.

InterMatt wrote:
So I'll be moving house soon and I'm trying to organise moving my phone, tv and broadband to the new place.
The trouble I'm having is that when filling in the online form it says that not only will I need a new line installed and can't keep my phone number but I won't get all the channels I get just now (standard Vision package).
The new place has had a BT line and is only up the road a bit from where I am just now.
Is there something I'm doing wrong? From what it says before I start filling in the form I should be able to move everything without charge as long as the new place doesn't need a line installed. Which the new place shouldn't need as it was a BT line before.
Have you checked the line in the new property works? If not it'll need to be connected which is normally chargeable.

Moved house but iPhone/iPad think I am still in old house

I have recently moved house, about 2 km from my old house, yet both my iPhone 5 and iPad 2 (wi-fi only) think I am still at the old location. This is apparent in any app that uses the GPS function, such as Maps, Google Maps, Wundermap, Saga and Foursquare. I have been in the new house for a week. Anything I have to do to get all my IOS devices to correctly recognise where I am?

It's the location of your WiFi access point that is causing the wrong location. Presumably, when you moved you took your WiFi router with you?
That router is in Apple's database of locations at the old house. In time, your iPhone (and others around it via crowdsourcing WiFi hotspot locations) will report your routers location as having moved to where it is now.
There's nothing you can do to speed up this process, except make sure your iPhone's Location Services are turned on, and it connects to this WiFi router regularly.
Your iPhone should report its correct location using aGPS alone if you turn off WiFi when it does its initial location look-up.

Moving house. Can I use the router with openzone

I am moving house next week and have a date of 7 days later for phone/BB activation.
Is there a way for me to use the BT hub router to connect to BT Openzone wifi
My phone does connect but is a low signal, am thinking the BT hub will be stronger
Any info appreciated

You can tether a mobile phone to a computer, effectively using it as a 3G dongle. The trouble with dongles nowadays is that the data packages are all time limited, which makes them expensive for occasional use. Subject to an adequate data allowance, browsing via your mobile won't cost anything.
Similarly, you can also set up an android phone as a wifi hotspot (don't know about Apples).
I know you said the mobile signal was weak but it's worth trying to see if it's better that the Openzone signal if you're in range of one.
You can click the white star next to this message if you think it was helpful.

Moved house and am now on the wrong exchange

Hey guys. I'm hoping that someone could give me a straight answer as to where to go from here before I head to Telecommunications Ombudsman as I'm over trying to speak with people that are not willing to help. I moved house 6 months ago from another part of our city. The exchange in the city supplied me with bareable speeds of 1.5 meg a second (which is funny because a lot of you are complaining of 5 meg a second) However now I can only download at a MAX off 450 - 500kbps; absolutely appauling! Now, I have checked as to which exchange I am currently connected to and Telstra still have me on the same exchange I was on before I moved. It's now 4km from my house. There is an exchange that supplies ADSL 2+ to my area that is only 1.5kms away and yet Telstra do not want to negotiate and help get me on the correct exchange. I will guarantee you that there will be people in my exact position that have moved to the other side of town and should be moved to the other exchange to allow for available ports for the people who ARE PAYING for high dollars for a terrible terrible service. I can't even stream NETFLIX without it switching between different bitrates constantly. Anyone know what my next move is? Because unfortuantely it is all Telstra infrastructure and no other provider can help me because of that. PLEASE HELP ME!! Thanks for your time guys. Michael

Jup has hit the nail right on the head there my friend. Sometimes it's a bit of a lottery as to where lines run to and from, can very much depend on the age of the exchange, eg. when one exchange was comissioned compared to another, the area being serviced etc. and certainly a whole new set of lines (duplication) wouldn't be entertained to run in the opposite direction.

Problem moving house

Hi,
I've been a customer of BT for 3 years and I am moving house in six days time NOW.
I cancelled service on the 28th June thinking I was going to Spain.
I phoned back on 5th July saying I had found a flat in UK and BT re-instated my account.
My new flat is BT connected but currently was in use by Virgin.
I phoned yesterday to see if all was OK and I was told that the earliest I could get communications was 2nd August.
This is 9 days offline. I received a confirmation online.
I phoned back and they said I had a cancellation on 23rd July, great.
I phoned back again 2 hours later as I had not received a new confirmation when I was told sorry its the 9th August.
I can't get this resolved.
I wonder if you could help.
I don't find the online help any use and I am hoping for a resolution today otherwise I will get Virgin re-connected and BT will lose a customer forever and an angry one at that.
What kind of organisation has such a long lead in time to install a line where there is a BT socket already?
Thanks for your help
EddyMartin

John,
That may be correct.
I expect better customer service than this, I would be offline for 9 days, both broadfband & phone, lucky I didn't have BT Vision as well???
They could have told me that when I phoned in early July [5th I think], then it could have been scheduled smoothly.
As a customer the date wasn't acceptable so I cancelled the move with my BT services and opted for Virgin who were in situ anyway and I will NOT have any downtime at all [and reduced costs as I don't need landline either].
Thanks for taking the effort to contact me whichis more than BT did, oh well.
Have a good week
Edward

Hi, I just moved house and I cannot reinstall my TimeCapsule.. I tried several time.. somebody may help me ?

Hi, some difficulties to reinstall my timecapsule since I moved house more than one month ago. I tried several blogs to find a solution but no success. I reinitiate it and the light is green with no disk selection in the Airport.. how is it possible ? It's a nightm.....

Mavericks is the nightmare.
We are finding Mavericks networking to be a big change without corresponding changes being made to help people keep the network naming correct.
http://appleinsider.com/articles/13/06/11/apple-shifts-from-afp-file-sharing-to- smb2-in-os-x-109-mavericks
SMB has tighter rules.
But whenever you change networks.. start with a factory reset. When you say reinitiate I am not sure what reset you are doing. So do the full reset. It will not delete any backup.
Universal Factory Reset.. any model TC or AE.
Unplug your TC/AE from power or turn off at the power point.
Hold in reset. and power the TC/AE back on.. all without releasing reset and keep holding in for about 10sec. (this is often difficult without a 2nd person or a 3rd arm).
Release it when the status light flashes rapidly. If it doesn’t flash rapidly you have missed it and try again.
Note..
Be Gentle! Feel the switch click on. It has a positive feel.. add no more pressure after that.
TC/AE will reboot after a couple of minutes with default factory settings and will wipe out previous configurations of the router.
No files are deleted on the hard disk in a TC.. No reset of the TC deletes files.. to do that you use erase from the airport utility.
Redo the setup using the airport utility. Make sure you are connecting your modem to the TC WAN port by ethernet.
Give the TC names that are pure alphanumeric. Short.. 10 characters or less is best.. 20 characters try to keep as max. No spaces and no special characters. The setup wizard will use names like
Fred Blog's Airport Time Capsule
It is over long.. it has spaces and it has a nasty apostrophe. Get rid of those names.
For example use,
TCGenX (you can put a number for X.. that is the actual Gen of your TC)
TCwifi (as wifi name.. but you can also use different names like TC24ghz and TC5ghz for the different bands whilst troubleshooting).
Use only WPA2 Personal security with 10-20 character pure alphanumeric password.
Ensure the computer is getting a valid IP address. Plus gateway (what apple call router) and dns.
Ensure ipv6 is set to link-local on the wireless.
That is the start.
Now disk access can still be a mess.
I have now setup 4 different computers for Mavericks.. my network follows all the above rules.. and two of them can access the disk without problem and two do not show the disk.
I consider this situation to be networking of the tin can and wet string kind..
The solution is to manually mount the drive.
In Finder use Go, Connect to server.
And change over to AFP.
AFP://TCname.local (where you use your new compliant name.. in place of TCname and you use the correct domain in the place of local (but that is the default for the TC although nothing tells you that).
Alternatively you can use IP address.
AFP://10.0.1.1 (by default in router mode.. if the TC is bridged you will be better using the name unless you can set the IP statically).
Just post again if you have issues.. and we need the full layout of the network.. what modem what router what mode everything is in. how it is wired or connected. Actual model of your TC, actual firmware it is running.

Moved houses.. now airport doesn't work

Hello,
I just moved houses and stayed using the same internet provider (comcast high speed internet cable modem). I went to the new house and plugged in my macbook pro and it got on to the internet no problem using DHCP. Now I went to set up my airport extreme, and I set it using DHCP and tried to connect, and it just sits there when it tries to access a page. I was using in my own house an airport extreme linked to another using WDS so I could extend the range and it worked no problem. I tried on both of them just using DHCP and it doesn't seem to work. I tried doing a hard reset on one and setting it up using the assistant, and still no luck. I even programmed in the values that I get when I use my ethernet connection as a manual setting in the airport, and still no good.
Any ideas/thoughts would be appreciated, I am stumped as I figured DCHP should just work.. I do not use any domains/other routers quite yet, and I don't see what the problem should be.
Thanks so much for your help in advance!

Unplug your cable modem from it's power supply, leave it unplugged for at least 3-5 min. Hard reset you're base station again, if you've got an express, do a factory reset. see article http://docs.info.apple.com/article.html?artnum=108044 for instructions. use the setup assistant again, and make sure you set it up like it's brand new. new base station, new network, new everything. plug your modem back in. you should be good to go.

£130 Connection Fee - Waived But Not For Long.....

Good evening all,
I really do hope someone can help me out with this problem I am currently having with regards to a connection fee charge.
I have been a BT landline customer since 2007 and up until a few months ago had not encountered a single problem hence when this occurred I genuinely thought it would take one single phenomenal to fix. Unfortunately this was not the case.
The problem started when I moved address and entered my new property on the 31st of July, approximately 6 miles away from my old address. Along with the usual things like SKY TV etc, all my services were taken care of by 'Home Move' teams, BT seemed to be the most difficult to negotiate. Because I was moving to a different exchange area, I would have to cancel my long standing account and open a new one. I spoke to a few UK staff members on call and there was no mention of a charge.
After longing and hoping that I did not have to wait too long for a phone connection in my new apartment so that I could get my broadband up and running, I was told on call that an engineer would have to come out and install a line within the property so booked a day off work to be in the flat.
Even better than taking a day off to wait in all day, was the text message I received from 'BTSMS' stating that my "advised appointment on the 12-AUG 2011 between 1pm and 6pm is no longer required for order (VOL011-XXXXXXXXXXXX) Our records show that you already have a phone socket and wiring within your home and can complete the order without the need to visit."
Long story short, my phoneline was working in the flat (SKY tv requires an active line to access interactive services) so without BT actually needing to do anything, the line was in there already
The problem was, I soon received a bill in confirming there had been a £130 charge to my account. I called, waiting 50 minutes on the phone and spoke to Offshore (India) who were sympathetic to my situation and he seemed to understand what the problem was. He stated he would be able to reverse the charge.
No sooner had 48 hours passed and I received another bill through the post explaining I HAD been charged £130 for a connection fee.
I subsequently went through the rigmarole of phoning Offshore, speaking to 2 further administrators and a Manager who promised to look into my queries, even pulling the necessary phenomenal to listen to and call me back - I never received a call back.
That in itself, for one of the worlds largest communication companies, unable to call a customer back, is just plain ignorant.
I have steered away from contacting the Office of Fair Trading, OFCOM etc as I do believe this to be an easily rectifiable mistake but I have lost hope and require guidance please from anyone that may have been through this before.
Thank you.

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 BT 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’

Moved house - Now Airport Extreme not finding Linksys

So I've been trying to figure this out but am not too versed in wireless stuff. We just moved house. Previously the Airport Extreme worked fine on both our iMac and my work MacBook connecting wirelessly to our Linksys (through Cox) modem.
Now we can see other networks through our AIrport (all password protected) but cannot see our own. ***? Help. We live iwthin 6 blocks of a train line, does that have anythign to do with it?
THanks in advance for your time.

Hello cid_thekid. Welcome to the Apple Discussions!
Just to make sure I understand your current network configuration, by AirPort Extreme, do you mean the wireless cards in your Macs or the base station. If it's the former, is your network configuration something like the following?
Cable modem > (Ethernet cable) > (Internet port) Linksys > (wireless) > Macs
Do you have the Linksys' wireless network set up as "closed?" That is, did you disable it from broadcasting it's SSID (network name)? Which encryption are your running: WEP or WPA?

Moved house, no broadband after three weeks, despe...

Moved house, no broadband after three weeks .....Desperate for help!
Options
on 13-08-2012 22h08
I am posting on behalf of my very elderly (88 years) mother who moved house three weeks ago and has yet to get her BT broadband to work despite at least five calls to the hepline and a visit from the engineer, (it took ten days just to get the phone to work)
The engineer advised there was a small amount of connection but it needed a boost form the exchange? Which he was unable to do.
Next call to call centre advised boost was in progress and connection would resume in 1 hour. It didn't.
Please...What do we do next, my mother although elderly is very dependant on email for communication with family and this is causing great distress, she struggles with the call centre as she a little deaf. Is there a UK based help line as she may get on better with this, as all confidence and patience is now exhausted with usual 0800 number.
We must have wasted at least five hours on the phone to the call centre and have achieved nothing but frustration.
Any advice welcome.
Many thanks.
Solved!
Go to Solution.

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 3 working days
They are a UK based BT 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’

BT bill charges for non service during moving hous...

BT dreadful customer service & incompetence
Hi all,
After deciding to move home I made the necessary arrangements with BT prior to our moving date. Our switch over date was 14th November 2014.
After numerous calls with BT and mostly dealing with multiple BT operators with little knowledge, poor communication skills, lack of interest and on a few occasions extreme rudeness, I was still no further forward with a line connection date.
It became apparent that there was no line services to my new home, which I could understand although I was disappointed not to have been informed of the situation prior to my moving home (a fact BT should be easily aware of)
I spent weeks going round and round with no clear outcomes or specific information returning to me, I actually knew more information from the site builders than BT knew, BT even had the arrogance to tell me that my information from the builders was incorrect (which it wasn't)
Numerous misinformation, conflicting information, non returning of calls, engineer dates that were not upheld, non required engineer dates are amongst a series of frustrating dealings with the vast majority of the BT operators, there were only a few operators that seemed to care and assist and they were at the end of my ordeal of 3 months!!!!!
It was very clear that the information from each phone call between myself and BT was not correctly recorded. On two separate occasions during a singular phone call I actually had to repeat my situation to three separate operators to which I had become accustomed to being transferred amongst.
So to be clear from 14th November 2014 until late February 2015 we were without services.
During one of my many and expensive mobile phone calls to BT I was advised to set up my own mobile broadband and they would foot the bill and repay the expense until they provided a service.
(Which I did as I had no confidence in a connection date within months)
Throughout this ordeal BT had the arrogance to attempt to bill me, even though we had no service!!!!
Here is the kicker.
BT have now disconnected us from their service (31st March2015) for an unpaid bill, a bill we can't get amended and corrected to reflect the 3 months without their incompetent service.
They have even added charges for BT sports which I can't even watch as I have no viewing box, I believe this came free for 6 months) with my original package.
Even this is an issue. I was informed upon moving house that a new contract would commence when I moved home thus starting the 6 months free BT sports package once more (yet another mistake by BT)
We will not pay any form of bill until they amend and correct the bill to reflect we had no service for 3 months.
I have now tried to call to speak to an operator regarding the issue, after entering my home phone number the BT automated service redirects me to the only option which is to pay the outstanding bill!!!
No bill will be paid until it is corrected, I will be sending a bill for the mobile broadband I required to set up and maintain. I am also considering looking into the loss of earnings I suffered due to the length of time I was offline, as well as the amount of time required to deal with the sorry mess. A stressful time enough moving home without this added fiasco.
I am also aware of the Ofcom regulatory body as well as the multiple rules BT will have breached in our contract.
All in all we have endured a long and needlessly complicated mess, which thinking was behind us, is in fact still present. We are seriously considering removing our service completely with BT which I am sure in the eyes of the law will be justified and legally binding due to the numbers of contract breaches sustained by BT.

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.

Moving house connection fee?

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