New Build Phone Line Problems

I've been converting an old farm building over the last nine months.
In September last year I contacted OpenReach to start the ball rolling on getting a phone line and broadband set up.
I sent in all the forms, site maps and co ordinates of the nearest telegraph pole, they in turn sent in all the ducting for us to prepare the site for their arrival nearer the time.
I gave BT notice that we were moving out of our old home at the beginning of May and told them to make arrangements to process the line for the property we had converted. All this was confirmed as to be done on 1st June.
I received a phone call the week before from the bt engineers to say that they had the job down for 1st June and wanted to know which telegraph pole the line would be taken from, I confirmed all this with them and waited for 1st
June.
We dug the trenches , placed all the ducting and generally prepared the site.
The day arrived - the automated system said that they were booked in for the 8am to 1pm slot - as the morning progressed I waited and periodically checked the line - still due to come for 1pm.
At 1.15pm I tried and eventually succeeded to speak with someone who could tell me straightaway that nothing was going to happen.
I'm ashamed to say ,I went ballistic. We were counting on the line to be installed so that we could complete all the yard work the following week to fill in the trenches and complete the build.
The chap on the end of the line then told me that I'd not have an update until Weds 6th June, due to the Bank holiday weekend.
Weds came , nothing. Thursday came, nothing. In fact I heard nothing until Monday 11th June - already 10 days over when our phone line should have been installed - and that was because I phoned to find out what the hell was happening.
Holding on the phone for 20 mins whilst the lady went to great pains to sort things out - turns out that the order just hadn't been processed and was never going to get done for the 1st June.
So , with this in mind , when do you think BT would hurry around to install a job that they should have done at the start of June - the 29th June.
Totally disgusted - I've been let down badly by a company that I've put all my phone and internet requirements through since I've been a homeowner. And whatsmore they couldn't give a toss.
My response was that this was their problem and that they needed to resolve it immediately - "it's the soonest we can do" At the risk of sounding like a self important oaf - I went on to suggest seeing as I'd been let down so badly that surely getting a phone line installed in our home was a priority over others.
It is not.
British Telecom , I am just sick of your lack of customer focus/ services.

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
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Similar Messages

New Build / New Phone line Problems (Home Move)

Hello Forum
First post.
Been trying to arrange a home move for 2/3 weeks now (New Build). Was told to get the address registered with Royal Mail. Have done this. Address still not appearing with BT. Get told on the phone someone will ring me back from offline team within 24 / 48 hrs but they never do.
Anybody have any experience than this? Any help to get this sorted much appreciated.
regards
Chris

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BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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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Phone Line Problem - URGENT

Hi All
New to the forum and at breaking point so hopefully someone can help resolve an urgent problem with my mother in laws phone.
Although her phone provider is the Post Office Home Phone, ultimately the fault lies with the BT underground cable. My mother in law has a terminal illness and relies heavily on the phone to call us or indeed the doctor/ambulance and her due to her poor eye sight she is unable to use a mobile.
Since last Monday 20th September the phone line has no dial tone, you can ring the number but the phone does not ring. Upon calling the Post Office Home Phone help line they asked me to some checks i.e. plug a working phone to the inside of the socket etc but no luck. They informed me that they would contact BT and get the problem looked into/resolved. Since that Monday I have been calling them two to three times a day and being informed that the incident is with BT and there is no further update. It has now been well over a week and having called again today 30/9 the lady I spoke to at the Post Office informed me that the fault is outside the house and there is no further update.
This matter is now literally life of death due to her illness and heavy reliance of the phone. I am hoping the mods can look into this for me and escalate this issue and more importantly get it resolved.
Many Thanks
Dal
Solved!
Go to Solution.

Unfortunately, it is BT Openreach who will be dealing with the fault. It is up to your service provider to get in touch with BT Openreach and give you an update on what is happening with the fault.
This forum is mostly for people with BT Retail products and services. As BT Retail is a different company than openreach, they won't have any visibility of your fault.
BT Openreach are not a customer facing company. Their customer's are all of the service providers they deal with. Including BT Retail and the Post Office.
If I was you, I would ring the post office and DEMAND that they get in touch with Openreach on your behalf and give you an update. They are the ones who are meant to liase with the network operator on your behalf. To be frank, the fact that they're fobbing you off so that you're forced to create a post on a BT Retail forum is disgusting.
It is up to THEM to keep their customer informed. Give them a call and give them a piece of your mind. You get your services provided from them. You are their customer. Why should you be doing the legwork?

Bizarre Broadband / Phone line problem..... please...

Hi all
Currently suffering a very bizarre problem with BT Broadband. Here's the chronological order of what has happened, note that I run a wired connection to my computer from my BT hub (model version 3) that is connected to my phone line through an extension socket upstairs in my house.
1) Woke up and BB all of a sudden not working, orange BB light flashing on hub. Not touched or done anything different, BB worked fine the night before. Phones connected to extension sockets work fine.
2) Rang BT, they advised resetting hub etc. Still not working.
3) BT advised connect hub to another extension socket in my house. Still not working.
4) BT advised swap microfilters. Still not working.
5) BT ran line tests (quiet line etc.), detected no problems.
6) BT advised plug hub into master phone socket. Still not working.
7) BT advised unscrew master socket, remove faceplate and plug hub directly to test socket (the one with the direct link to the BT incoming phone line). Did and it works! Of course, phones then don't work as the faceplate is off so no extension sockets have a signal.
8) BT said it is not their problem to fix and must be an internal wiring problem since the incoming signal works fine.
My worry is, if it's an internal wiring problem then why do the phones still work? Is it possible that overnight the BB signal weakened and now doesn't transmit through my internal wiring? Please help as I currently can only have BB or phones working and not both together!
Thanks in advance
Mosh

ok you say your phones are still working is there any noise on the phones try the quiet line test dial 17070 if you hear any noise then that is the cause of your problem unfortunately if the noise is only heard on the extensions then the fault is down to you to repair as BT would charge you if however the noise can still be heard at the test socket then report it as a noise fault on 151 but do not mention broadband
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Ongoing phone line problems (I think)

Any advice? A few weeks ago we had a bit of rough weather in the area which knocked my phone line out completely (turns out it was the filter on the phone well phone faceplace that wasn't right) it was one of the openreach plates. It was took out and replaced with a standard filter (not got my openreach faceplace no more) that in itself though has caused another problem as now I can't have my sky box connected to my phone line without my internet going off (I have checked the sky box cable and that's absolutely fine) i've tried another filter too and it's stil going on

I'll need to try and access the test socket at one point and see if that solves anything (When I first phoned about my original problem I was advised to access the test socket) the advisor at BT said to access the test socket but the openreach faceplate was screwed in so well to the point that it wasn't possible for me to get in fully. I'll keep digging (if it comes to it i'll go out and buy another openreach faceplate) solve my problems no doubt. Even stranger was when the phone line went down originally the sky box was still showing as connected (and that was with the openreach faceplace in which was obviously goosed according to the engineer)

Phone line problem

Hi,
Our broadband is working fine but our phone line doesn't seem to be. I have tried the normal things of checking connections, unplugging and putting back in etc but there still seems to be no dialling tone.
Any suggestions what this can be and how I can resolve it?
Thanks!

Hi STuartET,
Sorry it has taken so long to get back to you especially when you are having issues with your phone and it is your first time posting. As you have mentioned you have notices the DSL filter could be causing issues can you confirm if you have another one that you can replace this with as I am sure you can pick them up from any good electrical shop.
Also the following troubleshooting steps is always good to have at hand when you have problems with your phone line as it gives you steps to try and help fix the problem.
Please keep me posted on how you get on and remember we are here if you need more assistance.

New rural phone line

I have bought a house in a very isolated part of north Wales. We have electric supplied by Scottish power and not a lot else. I need a new phone line and broadband so applied for line. Engineer came and told me we can't have a connection because Scottish power won't allow them to use the poles which end 25ft from our house even though the cottage at the top of our lane (300 yards away) run their bt cable from a Scottish elec pole. Apparently bt can't put new poles in because of planning control as we are in a area of outstanding beauty.
Can you tell me what my legal rights are because it is very frustrating that a simple project has become so problematic especially as the poles are already there.
Thanks Keith

Keithbeesley wrote:
Thanks. For this. I thought every home had the right to a phone line?
Yes it does but at your expense I am afraid, to put up poles or put the cable underground could well be in the thousands.
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.

New builder with a problem-MSI FM2-A85XA-G65-Corsair400R Case

I am a first time builder and I am having a bit of a problem with the front panel connections. My mother board came with adapters for the JFP1 and JFP2 on the MOBO so I can connect to the adapters and then to the motherboard.
My motherboard manual said most of the front panel connectors would connect to JFP1.
Connected to the JFP1
HDDLED
Power Switch
Reset Switch
The adapter has left 2 pins FP PWR/SLP
I have left 2 single wires +PLED and a -PLED
The JFP2 has a S LED and a PLED
I am a bit lost here these are the last of the wires I need to connect and it doesn't seem very intuitive to me at all. I might have to post pictures because my motherboard manual is confusing me on this one.
Any help would be greatly appreciated.
MSI FM2-A85XA-G65 is the motherboard.

Quote from: NewGuy2 on 08-May-13, 10:51:15
Thanks for the help. Why wouldn't the m connector have it labeled PLED? They label it FP PWR/SLP. The manual clearly shows pins 2 and 4 I got that. The labeling on the m connector through me off.
I see that now going thru a bag I have with some of those M-connectors. Those are the 2 pins to use for the PLED. If the LED doesn't light up connected one way on those pins then simply reverse the 2 wires and then it will light up when power is on. If you connect them the wrong way 1st time around and it doesn't light up it won't damage anything by the way.

Is BT Infinity Available to New Builds ...

Hi,
I know there are several posts about this, but 1 more wont hurt.
I previously had BT Infinity, and frankly, loved it. I had the full 40 down 10 up and couldn't rate the service high enough. Perfect.
I moved house a couple of months ago, to a new build - im connected to the Wantage exchange. Big Yay, its infinity enabled! A friend of mine lives just across the road, in one of the pre-existing houses and he has Infinity - I thought I would join up again after my awesome experience before!
However, it seems that I cannot get Infinity - for reasons I cannot yet fathom. The postcode checker states that its available in my area - I know this is not so reliable. I have also checked with my phone number which states that it is not. Strange.
I had a chat with a few of the neighbours .. Also on the new build development ... in fact 2 doors away, and they are having Infinity installed ....
So my question is ... What's wrong with me ... Do BT not like me anymore? Or, as I suspect is more likely, is there an error in the data somewhere and I have simply been omitted ... We were one of the last houses to be built so its entirely possible.
In case the mods take pitty on me, I have PM my details. It would also be useful if you could let me know which Cabinet im on, there are 2 close by, both of which are the Infinity cabinets (Seem Like new installs as there are no older ones).
Thanks
Roebuck

Just thought I would update this thread for the mods.
I have had a phone line problem this week and have duly had an engineer out. All went well Phone is fixed - Even turned up on time!!
Whilst he was here I cheekily asked about Infinity, which he stated should be no issue, as I practically live on the exchange in terms of cable length, and im connected to CAB 26, which is fibre enabled and right on the exchange.
He did also state that the postcode in which I live does not exist on the BT and Openreach system - Odd, its been registered with Royal Mail for 3 months - new Sat Navs can find it ...
Anyway, I will wait for the update from you guys, please bear the above in mind if you are checking any databases, I suspect they are incorrect.
Thanks
Roebuck

Ongoing and Unresolved phone line and broadband pr...

I am trying to help my elderly neighbours resolve an ongoing phone line problem. We both keep reporting the issue but keep being passed from pillar to post. We are fairly certain its a line problem outside of the house (we have checked everything we can for them)
The problem is causing terrible crackling on the phone line to the point where they cannot hear people on the phone and their new quality laptop just cannot run. They struggle to get out and rely on their phone and were hoping to order shopping online etc.
So they are are paying £13 a month for no service and they are finding this whole experience very upsetting. We are disappointed with Bts service so far
Can anybody help please ?
Solved!
Go to Solution.

you should be able to report your phoneline fault to 151 but no mention of broadband.
I would just check that the phone is connected to the filter in the master socket to make sure problem is outwith the home and not internal. internal fault could cost you the callout fee
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Can't place a broadband order - phone line not rec...

Hello,
I had a new BT phone line installed on Monday October 1st. I want to place a broadband order with another ISP, yet over a week later I'm still not able to, due to the line not being recognised as a BT line.
The ISP I have tried to place an order with have specifically told me the following:
"I've checked the number and can confirm that BT have yet to update their database to show the line as active."
All I want to do is get BT to update their database so that I can proceed to place a broadband order with this company. However, I am having a horrible time trying to convey this to anyone in a BT call centre. I've been put on hold for ages, passed around from department to department, told there are no faults on the line and that noone can help me, told that its not a BT line and that noone can help me (that was quite an amusing one!) and told it will be fixed in 48 hours.... which it wasn't.
Does anyone know what I can do to get this resolved? I don't think I'm asking for much... all I'm after is the ability to place a broadband order on the new phone line I had installed over a week ago.
Thanks,
Andrew

I think John has posted into the wrong thread.
I think this is what he meant to say.
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.

New build property, horrible BT phone line install...

Hi all.
I am writing here because I have been thrown around by BT and the phone line installation team over the past one month, and I have just run out of patience.
The entire experience started in late May, when I phoned BT and told them that I was moving house in 2 weeks and that I would need a new phone line installed at the new property, which is a new build. The BT sales team was more than happy to take my order, and since there was a charge of £130 for installation of phone line by itself, I decided to bundle both broadband and telephone line from BT directly to avoid that cost. I was a given an appointment on the 10th of June for my phone and broadband installation.
The 10th of June came and I took the day off work thinking all would be sorted by the end of the day. By the late afternoon no one ahd contacted me and there was no one who had come to the door. I called BT and had them check on my order and they said that "for some reason, the order says its still 'pending' and has not gone through..." After chatting with different people from different teams like sales, orders and them confrerring with engineers and seniors, I was finally told that the order could not be processed because I was in a new build and hence the system could not process a broadband order before there was an active phone line in the property, hence the failure of the order to go through. Next, I was given a date for the phone line order by itself to be done, and although I was frustrated here, I conceded and moved on hoping to get the issue sorted as quickly as possible. The new date was June 22nd for the phone line and then the broadband order to be placed thereafter. At this point I was not sent any emails or letter regarding my order with ym order number or any references, so I should have been sceptical, but I let it slide thinking it would be settled soon.
June 22nd came and I took leave off work again for the 8am - 1pm BT engineer visit. Once again, no one showed up or contacted me. I called BT again desperately hoping that this could not be happening again. When i asked the lady about my order scheduled for that day, she said that the order did not go through once again. It was still 'pending'! I was just shocked. I wanted to explode because twice BT had given me apppointment timings that could not be fulfilled and twice they left me in the lurch when they knew beforehand that the engineers would not show up, leaving me to take time from work which I cannot get back, much less the fact that I still do not even have a phone line. After much chatting with different people on the line I finally got them to book another order this time for July 9th for the phone line.
This time i called back on July 2nd and July 6th to make sure that my order was on track and I was assured that after checking with the 'openreach engineers on their side' that my order was on track and the engineer would show up definitely on 9th of July.
Then the 9th came and I took the morning off from work to wait for the engineer.Yet again, BT managed to show me how poorly they treat customers. No engineer showed up again, and as was becoming a habit now, I had to phone BT to enquire about my order and discover that the engineer was not going to show up today as well. When pressed much more the person on the other end finally relented that the cables from the exchange to my new build property need to be set up and are in the process of being done. I would then get a call when BT/Openreach finally finish this. I felt let down, especially when I asked how long that would be since I have already been waiting for a more than month for BT to carry this out and also agreed to pay the £130 set up charge for the phone line since they wanted to process the phone line order alone first. Her response was nothing more than a "I cannot tell for sure.." and at this point I could tell that meant it could be a really long while more before getting a phone line / broadband, if ever BT is interested in setting it up.
Is there any way to actually check and see if BT are setting up a connection from the exchange to the property for the phone line and how long it would take before I can finally get a simple phone line here?
Sorry if this was a bit of rant but it is rather draining and also costly for me having to deal with BT and wait for them when they could simply communicate with me better to inform me of their engineers' decisions.
Abi
*EDIT* I have also spoken to the developer of the property and they have informed me that the flat is ready for a phone line to be installed, and that BT is only currently fitting phone lines to the building across the road and not my block, so that means someone at BT/Openreach is telling me the worng thing and the engineer is just refusing to come out now. I have additionally spoken to some of the other residents who moved in before me in the same block and they have had phone lines connected to their property by BT so I think this problem needs sorting out asap by BT please.
Thank you.

Hi
It seems that I am caught in the same endless maelstrom of bt/open reach inability to meet installation obligations.
We have a new build home on a small private development. No cable available regrettably so all 6 of our neighbours use bt phone and std broadband.
Ordered both services end April to be told that install appointment was 30 May - seemed a long time but accepted. Had whole series of emails and texts from bt reminding of appointment and arrival of modem, but late evening 29 May text arrived saying order delayed and put back to 13 June. Called following morning and got the run around took 40 mins to get any answer of sense that said ,Line work was required and open reach we're dealing withi it.
13 June came and went no one called or advised that appointment would not be met. Again many phone calls but same answer line issues. My developer tells me that the lines are installed per spec, in fact we have a black network cable present through a conduit next our front door but no terminal box to join up to white phone line wires to inside phone points. Offered bt a photo of this but they will not accept it. Just keep saying line issues holding up install. Either way unless this work is done the it will be impossible to connect even if other work had rally to be done - not interested!
This week promised that all would be done, 16th the 17th and then 18th -nothing again and hence more phone calls.
Issue handed to resolution team who calked today to say work schedule for 12 July! More than two months since order - just don't believe them and asked them to escalate - no hopes up!
In the meantime our phone no rings out and people wonder why we are not answering! Complete shambles.
In 2014 this should be easy meat to BT who seem tied up in a complaint type process that resolves nothing.
I have no real choice but BT and their performance is just hopeless. Advised ofcom but don't deal with individual complaints - this is consumer hell and very very frustrating.

Phone line to new build home - still not resolved ...

Hi everyone
Having read a few posts on a similar subject, and being very patient, after yesterday's developments I felt I had to post.
Knowing we were due to move into our new build home I placed an order with BT on 7th June, appointment we were given was for 4th July. Moved into our new home, waited in all day on 4th July, no one showed up - so I called the "Order Management Team" and spent an hour trying to get some sense only to be told that the developers had not conformed to BT Openreach that all the work they needed to be done had been completed, and that there would be an update by evening of 12th July. I checked with developers and unsurprisingly they had confirmed to BT the day we moved in (28th June) that the work was complete. Phoned back to BT to tell them this and was then told that the update form Openreach was that the work to connect us would be completed on 17th July. Think you all know what happened next! Still no joy, only this time the reason given is still about the developer, even though they had previously confirmed that this was no longer an issue, so in the same call they then agreed the delay was due to cabling work that needed to be carried out, which would be done by 22nd July.....and lo and behold on 22nd we were back to the original excuse blaming the developer.
Then we get to the galling part. Our next door neighbours, the other part of the semi, who placed their order after we did, had been given yesterday as the date for their connection to take place. Returned home form work to find that both they, and their neighbours on the other side, who had gone with the Post Office for their line, although I understand they still need BT to do the work, have been connected, but we have not!! Rang up to enquire why and all I get is the robotic inflexible answer that the developer has not confirmed the work they need to do has been completed. Despite pointing out that this clearly was not the case as my neighbours have now been connected, the person on the other end of the line kept parroting the same answer. And to top it all I asked for a manager to call me back, was assured that they would do, and still nothing. I made a complaint almost 4 weeks ago but that seems to be absolutely pointless as it does not have any impact on the response you get. My partner decided to use the power of social media and tweeted about our situation and within 30 minutes she had a response from BT customer care, who said they would deal with the matter, but that has made no difference whatsoever, and they actually gave a totally different reason for the lengthy delay than I received the same day from the "help" line.
BT have a monopoly here and seem not to care at all about the poor customer service they provide as they know they have you over a barrel.
For a company that is supposed to be a world leader in telecommunications, they have a lot of work to do to communiacte effectively on a basic level with their customers.
Very frustrated by it all, and to round it off we have no mobile signal in our new home!

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.
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.

New line at a new build

Hi
On the 18/2/14 I ordered a new line and bb package to my new build property. My current Infinity 2 services were terminated on the 28/2/14 and I was given the standard 4 week wait to be connected back up again but on standard ADSL broadband as Infinity didn’t come up on the system yet (which it now does btw).
Everything was setup for the 27th March, I took the day off as holiday and no engineer turned up even though I was sent numerous txts and emails saying they would. No one contacted me and I got no explanation why this occurred. I rang up the next day and was told about some Openreach work that hadn’t been completed. Another update today and its now scheduled for completion on the 15/16th April so I assume I might be able to reschedule then if its completed.
That will mean 8 weeks without a phone line or bb yet I am continually charged (like I’m still living at my old address) for services I can not use at all. On the 3/3/14 a full payment was made, then on the 21/3/14 another which had discounts for line rental (I make an annual payment) which came out in £1.98 credit, but the breakdown of the bill has a charge for £25 for Infinity 2 to begin with which I don’t even have. I would of thought that as I have no services what so ever I should only be given credit each month for the line rental I have already paid for.
If possible could some one please check my order as I would like a refund for what I cannot use and terminate any further payments until my services have been installed (which could be anyone’s guess knowing Openreach timescales). I have no use of BT WIFI or BT Sport and as nothing is within my range.
Regards
Chris

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
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New Build Phone Line Problems

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