Moving House - tales of woe

I'll start with a quote from the Moving Home page of the BT website:
"Moving can be hard work, but we can help take some of the stress out of your move."
Needless to say BT have succedded in causing more stress (and cost) than I expected (note I was expecting some hassle, but not this much....)
First off I called the 0800 number on the website and spoke to a very nice lady somewhere in the UK. Everything seemed fine although I was going to have to wait until 4 days after my move date for an engineer to visit as the line to the house is currently a BT Business rather than residential line. My fault for not phoning sooner so I'll take that one on the chin.
I was even told what my phone new number would be so I got some change of address/phone number cards printed.
Then the trouble started, a few days later I got an email from BT detailing the changes to service and when everything would happen. On closer inspection the new phone number was listed in the small print, but it wasn't the same one as the nice lady on the phone had given me. So which number is correct and have I just got 250 change of address cards printed which are no use to anyone? I can't send them out in case the number's wrong. Phoning for help hasn't shed any light on the matter - I was told either could be correct!?!
Next problem was on Tuesday night at 22:00:00 exactly. My broadband stopped working.
I phoned the hel*desk at 7am yesterday and was connected to a chap in India who checked my line, asked me to try the test socket, try a spare ADSL filter, switch off pc and hub, try another router, and perform a dance around my desk singing the praises of the communication gods* (well maybe not the last one). Nothing worked so he scheduled a telephone call from an engineer between 12 & 2 pm. I got 2 calls at 12:05 from a blocked number but all I got was an echo of my own voice. I'm presuming this was the engineer. When I got home BB still wan't working so phoned hel*desk again. I explained that I was moving on August 1st and needed internet access. He asked to repeat (*) above which I did, I was then told an engineer would need to come out to look at the problem. "When would an engineer be available?" I asked hoping 24 - 48 hours would be a realistic expectation.
The answer I got was 5th August! Maybe it was a language thing (mine or his), maybe the guy was a little slow on the uptake, maybe I was being unreasonable in the level of service I demand when I pay for a premium service. Anyway upshot is the guy couldn't understand why I didn't want the engineer. I think it was pretty simple.... I wouldn't live there anymore. Now back to the time that broadband went off - 22:00:00, seems like a very funny time for a spurious fault to manifest itself, I've lived in the house 10 years and have had no problems with BB before. So I asked the question - could someone have turned off my BB accidentally? Fiirstly this was dismissed out of hand but eventually I did get a concession that it was a remote possibility and it was a little strange that the connection was dropped at 10pm exactly.
So far we have UK call centre arranging move 7/10, would have been 10 if subsequent email didn't have different "new" telephone number. Indian Call Centre 1/10 and that's only because he had a name I could understand.
Onto the one good bit of feedback - I spoke to a fantastic lady in Openzone/Fon support. I had opted out a few years ago due to problems with my hub when Fon was enabled. She managed to get me opted back in immediately so I can at least get connected in the next couple of days, albeit slowly. She seemed a little worried when I asked to speak to her supervisor. I told hime that she had been an absolute star. They obviously don't get much praise because he was quite taken aback.... Openzone/Fon support 10/10!
So questions remain....
1) Did someone pull the plug early/accidentally? If so will anyone at BT actually admit this?
2) If it wasn't a mistake and there's really a problem, why on earth does it take 10 days to get an engineer
2) The guy from India said I wouldn't have to pay for the days when I had no service - can't wait to see if there's a credit on the next bill.
3) Will the move go smoothly? I have an engineer booked for Friday 5th, will he turn up? What will my new number actually be? Will I have to arrange another day off work because something else gets ckd up?
So moving IS hard, BT have failed to take any stress out of the move and have actually caused some.
I should be grateful for small mercys - at least they aren't as bad as my solicitors, but that's another story....
Any comments/advice gratefully received. Lunchtime now over so need to stop using work computer for personal activity.....

Hi Teemo,
Thanks for posting. I'm sorry you've had problems with your move. You've asked a few questions and I'll try to answer them.
1) Did someone pull the plug early/accidentally? If so will anyone at BT actually admit this?
It's quite possible that it was switched off prematurely although it would be very difficult to find out exactly why that was.
2) If it wasn't a mistake and there's really a problem, why on earth does it take 10 days to get an engineer
Engineer appointments are made via Openreach or Wholesale depending on what the issue is and are subject to the availability in your area at that time.
2) The guy from India said I wouldn't have to pay for the days when I had no service - can't wait to see if there's a credit on the next bill.
Once the bill is produced you'll see what the charges are and if they've been refunded you'll see that in the credit section of the bill.
3) Will the move go smoothly? I have an engineer booked for Friday 5th, will he turn up? What will my new number actually be? Will I have to arrange another day off work because something else gets ckd up?
I can check if the appointment has been booked for you and confirm if the engineer will arrive as scheduled. I'll need your details so I can check this. Drop me an email with the order ref and a link to this post for reference. Mark the email FOA david so I can pick it up. You'll find the "contact us" from in the about me section of my profile.
Cheers
David
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.
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InterMatt wrote:
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Moved house - phone number still not transferred a...

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Having previously been with talktalk, I wanted to stay with them but they told me they couldn't keep my phone number and advised me to move to BT.
I called BT on 18th March and ordered the phone line and broadband and was told this would take until 30th March to activate, which I reluctantly accepted.
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Today is 6th April and the problem still persists - i.e. I still do not have my old phone number. Apparently the number portability team has encountered a problem and there is now a cooling off period such that we will not have our phone number until 20th April!
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This really angers me - in this day and age there is no excuse for being repeatedly promised one thing only to have the promise repeatedly broken. I'm sure it is simply a case of moving a couple of plugs in the telephone exchange...

Hi Icrule,
Welcome to the forum and thank you for posting. I am sorry to hear about the problems you have had in getting your old number back. There are a lot of things that can stop an number being transferred from one address to another, the most common of which would be is if that number is tied to another exchange.
I would like to take a look at this for you to see if there is anything I can do to help you get your number back. If you can a look at my profile you will find a link to a "contact us" form.
Please fill in your details making sure to include a link to this post.
Thanks
Paddy
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 :-)

Moving House - tales of woe

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