Phone line out of order since 27th August

Reported to BT 27th August, no response or progress until I chased on the online chat facility, told fault was with the BT network and would be fixed by 25th Sept. Not fixed on 25th Sept so phoned BT who said it would be fixed by yesterday (30th Sept). Still not fixed today, no explanation from BT as to why.
Chat facility is useless - used it as there was a wait time reported of 4 mins vs 20 mins on the helpline - took at least 20 to chat with someone, responses to questions took about 10 mins each. Telephone service equallly poor with 20-25min wait time.
So, after more than a month and in spite of contacting BT I still have no phone line. Any advice on what I can do about this would be appreciated please.
Thanks

Hi andrew_griffiths,
Thanks for posting and welcome to the community forum!
I'm sorry for the delay repairing your phone line. I can see that it has been out of service since 27th August and I agree that is a long time to repair a fault. I'm assuming it's due to the the extent of the work needed to get you reconnected.
Send over your details and I'll check what's causing the hold up from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
Robbie
BTCare Community Mod
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Would porting a month-to-month feature phone line out cancel my unlimited?

Hi,
I have the following lines in my family plan.
1 = Unlimited
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I want to port #3's phone number out to a different carrier since the user wants her own independent line.
I heard porting out a number automatically closes the line.
In my case, does it simply close the #3 line and leave everything else in tact?
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Porting out the month to month line #3 would simply cancel that line only, and the other 3 lines would not change. Your bill will be reduced by ~$10-15 a month (depending on taxes and fees for that line) and the remaining 3 lines will share the minutes (and texting if applicable).
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See my previous post on Grouping Tracks Into Albums, in particular the topic Tracks out of sequence.
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Tree tags selected lines out of order

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How do I get BT to repair my phone line?

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

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

Photos syncing from folder to iPhone all out of order?

I have 2 folders synced to my iPhone 4 photo app.
They were previous camera rolls before I set up my phone as a new device. They are all named in order and taken in order, for example IMG_001.jpg was my first picture in my old camera roll. IMG_822.jpg was the last photo taken before I did the backup, and is the last in the folder.
The folder I am syncing from on my windows computer displays all of the pictures by filename (and because of that, by date) but when syncing with iTunes they end up on the phone ALL out of order. I can't find any rhyme or reason to how they are displaying. Most of the earlier photos show up at the beginning like they should, and the last at the bottom of the scroll appear to be mostly right, but then it's completely random from there.
I've tried unsyncing them, removing them, and then adding them back again and nothing seems to work. I've even tried renaming the IMG_xxx numbers to different things and they still appear to sync in the same random order.
Am I doing something wrong, or is this a huge bug for someone with OCD like me? lol

This is highly annoying.
I have probably 15-20 Smart Albums in iPhoto 8.1.2 in OS10.6.4 that are syncing to iOS4.0
On the old software, my Smart Albums for photos would show up AS the smart albums I created. Now they show up in the iPhone one giant mess called "Photo Library".
I can view photos broken up under "Events" on the iPhone by specific dates, but the dates don't tell me what the name of the event was, and some Smart Albums had multiple dates grouped together in one Smart Album and I don't really want them broken out separately by date. I want them organized how I organized them...
In short, I want my photos grouped the way I have explicitly grouped them. It used to work, it doesn't now.
Since iOS4.0 I am also getting sync errors all the time in iTunes. "iPhone cannot be synced because the required file cannot be found." WHICH FILE??? tell me and I will delete it...
I've rebuilt the entire database in iPhoto (took 4 hours). I've scanned iTunes and removed all broken links and duplicate files. I've scanned the hard drive with the disk tool. I've emptied the iPhone and reinstalled iOS4 on it 5 times. I've turned syncing off for all non-essential applications and stuff I don't actually sync like voice memos. Same problem.
I think I want my iOS 3 back. I don't really like multitasking anyway, always having to turn off applications for the one or two times in a million where task switching if helpful...
Ugh....

Trouble with phone line

Phone line has been dead since Saturday, had my kids birthday party so didnt realise till very late and was also away on Sunday so phoned yesterday morning and was told that there was nothing wrong with my line. However, it said all day yesterday and now(bt.com finally working after being down all day)that they were looking into a fault and it was still open. Phone line still down, have to turn internet off for them to trace fault so how am i supposed to get intouch with anyone?? Need phone line as I have no mobile apart from hubbys who has it in work so there is problem with my kids in school, they cant get hold of me. I know bt engineer was working on corner of my road on Friday afternoon so dont know if all this is connected as didnt actually use my phone Friday at all. Where do I go from here?? Line makes ringing tone if you are phoning you can hear as normal but the phone isnt ringing outobv because the line is dead, please help

Have you done any checks on your line to locate if the fault is not within your premises?
If you go back through the automated system does it say where the fault is located and does it give you an estimated response time?
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If I have solved your Issue please click the "Mark as accepted solution" button.

Constant buzz on phone line and broadband disconne...

Where our BT phone line enters our house is under a very damp upstairs window. Every couple of years for the 20 years we have lived at the property, we have to report a fault and an engineer would come and replace the damp parts in the little connection box. Over recent times we have been charged the fee for this. The master socket is further down the cable at the bottom of the stairs and is usually OK.
Can we change where the phone line enters the house? The phone line is useless for phonecalls and is affecting our broadband speed and connectivity. The only other option is to scrap the line rental and get mobile broadband or one that doesn't require a phone line. Why do the engineers never fix the problem long term? We want to change to fibre optic, but the phone line will cause the same problems with this. If we cancelled the phone line and then ordered a new bundle, would we actually get a new phone line into the house, or would they simply reconnect the old, damp one?
Thanks for your help
Solved!
Go to Solution.

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

Audio line out mysteriously doesn't work due to software

My topic doesn't seem to fit in with any of the forum topics, so I chose this one as the closest fit.
Now, my line out audio stopped working. Now before you think I'm crazy and I submitted a question for what is obviously bad hardware, listen to this.
This happened before about a year and a half ago. I thought it was a faulty line out jack, and since computer was still under warranty, I took it in. They told me there was nothing wrong. I took the computer home and it worked just fine. hmmmmm
Now it happened again. I checked my speakers first by connecting to another computer. They worked fine. I rebooted the computer in Windows and the line out plays just fine into the external speakers! I reboot back into OSX and it stops working! Any ideas what is going on?
Of course I have the line out selected in the sound preferences. I can select internal speaker and I get audio from the computers speaker. Go back to line out and it's a blank. And yes, the volume is turned up.

Here's my advice...
Safe Boot from the HD, (holding Shift key down at bootup), run Disk Utility in Applications>Utilities, then highlight your drive, click on Repair Permissions, then reinstall the combo update for Intel-based Macs...
http://www.apple.com/support/downloads/macosx10411comboupdateintel.html
Repair Permissions afterwards, reboot.

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)

Waiting since August 2010 for a phone line! HELP!...

I ordered a phone line and broadband for a NSP Non Served Premises) back in August 2010. I am so fed up with the so many attempts to get us a phone line. Open reach say it's an easy job yet no-one treats us as human beings. I have an operation in January and so worried about being left on my own on our farm without a land line. Do BT care? ! No!
There have been so many booked times for engineers to come but they have never come out. Today I spoke to the manager who said "I have done nothing" in reference to helping us out. He is waiting for open reach to "progress" the order. Why can't someone pick up a phone and stop messing us about.
I have sent a letter giving 10 days to get the phone line up and then going through OFCOM and OTELLO. Anyone else having similar problems?
Can anyone point us in the right direction? I have been given no further information but told to wait for the order to progress. It won't as there is something wrong with the system ie the last 7 or 8 attempted orders have messed up yet they still seem to be trying to go down the faulty route! Banging my head against a brick wall.............

Hi angdown,
Welcome to the forum, sorry to hear you've had so many problems with your order.
I can take a look at your order and confirm what's going on, you can get in touch by emailing in your BT forum username and your order number/address to the email address registered against my profile, and we'll get back to you.
Thanks,
Stephanie
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’.

BT Phone Line Order – 9 months of total failure – ...

I've been trying to get a phone line and internet connection from BT installed into a London flat since the 07th of January 2012.
This email/letter does not contain every contact with BT in the last 9 months – as I have not kept records of all the dozens and dozens and dozens of calls, texts, and emails but it is a good enough list to show the general theme of total failure from BT in all aspects of both technical and customer service.
(I have re-written this and removed my 5 or so BT account numbers, the various fault numbers, the dozens of VOL numbers and removed any surnames of people in it in the hope that this will get posted.)
07 Jan 2012
Place first order for phone and internet. BT.com reference: <removed for forum post>.
You can only do Mon to Fri installs. My next day available day off work is 19 Mar 2012 so the line engineer’s appointment is made. 8am to 1pm. I am self-employed and it is not easy to take time off work. In fact it costs me money every time I have to take time off work.
19 Mar 2012
The phone line engineer is late. Arrives after 1pm. He looks at job and says he can't do anything. It needs a new line installed even though there is already a line installed? New line involves a cherry picker and another visit by the line engineer. More time off work. New phone is line installed into flat.
27th Mar 2012
I am informed that the new phone line does not work. Order is cancelled? I get no details on what the problem is and why I can't get a line or what to do next. I have no phone at home so I’ve not tried to use the line; yet BT has already cancelled my Order.
I called ‘BT help; somebody tells me the line is connected to the wrong exchange. I spend lots of time and many calls talking to people in India and I think other parts of the UK. People tell me they are going to call me back and don't. I tried to speak to supervisors in India but nobody returns calls. I’m getting nowhere for weeks and weeks. I give up; it all seems too hard…
7th June, 2012:
Over the internet I place a new order with BT for phone line and internet:
Your order number is: <removed for forum post>. Phone number: <removed for forum post>
6th July:
BT infinity engineer appointment. 8am to 1pm. He is late. After 1pm. He arrives, looks at job and says he can't do anything. He says the phone line does not work.
I inform him the order I placed with BT is for a phone line and internet. He says there is nothing he can do as he does not ‘do’ phone lines. Another day off work. Lost wages, lost time.
No phone & no internet.
Fault is raised:
Date closed: 6 July 2012
Fault/VOL number: VOL012-<removed for forum post>
Open Product affected: Phone fault
Telephone number: <removed for forum post>
Lots of calls to BT. But getting nowhere at all. They tell me there is no fault on the line but will send an engineer that I might have to pay for.
8th July:
Phone line engineer arrives 8am to 1pm. He is on time. He informs me all the existing work is incorrect. They have connected all the equipment to the wrong exchange. It should be the Putney exchange but they have attempted to hook me into the Wandsworth exchange - which won't ever work. Still no phone & no internet. He raises a fault number: LS6 W80 <removed for forum post>
10th July:
9am call from Open Reach engineer. This is not a scheduled appointment. I've had no contact from BT. I am at work. He does not know the problem or the fault number. I give him the fault number and call him back 90 min later. He confirms that I have been connected to the incorrect exchange and cabinet? He can't do anything to fix the problem.
I want somebody to call me with a solution.
I don't want to talk with more people in India who can't help me or even understand the problem. How can this be such a failure?
I use website to email in a letter with the entire listing of existing fault details/number, order numbers etc.
Thank you for your enquiry. We will respond to your enquiry as soon as possible. Please make a note of your enquiry reference number and use it in further correspondence.
Your enquiry reference number: 120710-<removed for forum post>"
One of the issues I am finding is that BT does not link previous faults with new ones, or previous Orders with new ones, or previous Customer Numbers with new ones. Every time I speak to somebody they cannot find any details of the history of these problems so far. BT keep on cancelling my Orders and placing new ones; raising new faults etc. But nothing is linked and when I speak to people for help they can’t see any of the history of the line, faults, address, etc.
19th July, 2012:
I get an email from BT. They have cancelled their own Order again.
Order cancelled. Your order number is: BTCAA6<removed for forum post>
Dear Mr HUNTER, We confirm your broadband order's now cancelled.
23rd July, 2012:
Email from BT as they re-raise a new Order:
Your order number is: VOL012-<removed for forum post>
Check out your account and more about your service
Phone line starts(SL-N)
Phone number: <removed for forum post>
24 Jul 2012 before midnight
Track your order - you'll need order number VOL012-<removed for forum post>.
24 July, 2012:
Email from BT as they re-raise a new Order:
Good news Your order number is: VOL012-<removed for forum post>
Dear Mr. HUNTER, Your phone service is ready for you.
BUT IT IS STILL NOT WORKING..
Sometime around this date BT Priority Help gets involved and lots more phone calls ensue.
27th July, 2012:
After I talk to priority help line and say please don’t waste our time anymore with line engineers that come around and say ‘we can’t do anything’.
BT Priority Help book another engineer visit & we need more time off work again.
The next line engineers visits and he says it is the same problem. He says he can’t do anything. He says it is connected to the wrong exchange. And leaves.
He says his manager will call me. Fault Number: LS6 WPE <removed for forum post>
28th July, 2012:
Call from somebody from BT asking about my street address.
They say the address might not be correct.
29th July, 2012:
Next day call from Franz’s, fault line engineer manager.
He says:
A new order is going in.
Equipment might not be installed in correct place. Correct place should be CAB7 PCB 7 Putney.
Some part of the equipment might still be pointing to Wandsworth.
A new order to the exchange is being place to do it all again.
The address BT has for this flat will not be the problem as it is a new line installed by BT.
I need to wait till Tuesday and see if it works.
A New Order is booked; again.
Monday 30th July, 2012:
I call the priority help line and COMPLAIN again that BT are getting nowhere.
I explain that whatever you have been doing since MARCH 2012 to get this line working HAS NOT WORKED. I repeated what one line engineer told me that it might need to be connected to another exchange. Not WANDSWORTH & NOT PUTNEY but one called PUTNEY/CHISWICK???
I explain to somebody from BT Priority Help Care the days and days and days I have lost trying to get a phone line and internet installed into this flat…
I get a call back 30 min later.
Lady on the phone tells me that all the previous 5 orders have been placed with Wandsworth phone numbers. She has created a new Order, Order number 6, and it is an Order with a PUTNEY EXCHANGE phone number because all the other orders have been for a mix of the wrong exchange and all have used WANDSWORTH EXCHANGE phone numbers – which would stop this working even if the line and equipment was connected to the correct PUTNEY exchange…
1st Aug, 2012:
Text message from BT saying they are having "systems issues trying to correct and update data in the background, and exchange problems".
Monday 6th Aug, 2012:
Voice mail from BT priority care team: Informed "Problems with Engineering and Exchange. They will call back on the 08th of Aug."
14th Aug 201:
Emails arriving saying that your new line is now working.
But it is not.
6pm - ish I am called from BT Sunderland priority help care. Lady does not know the details of the case. She tells me the line should now be working.
I explain there isn’t a dial tone.
She tells me there is an address problem. Probably.
I explain the 8 months of issues I have been having.
She tells me to not get upset. She doesn’t know anything about this case.
She tells me “It can actually take up to 12 months to get a phone connected in London”.
She tells me “that it can be very complex to get a phone connected”.
She tells me there is a long winded email attached to my case. I tell her that the ‘long winded’ email she is reading was written by me in an attempt to show all the problems in the last 8 months IN ONE PLACE – something BT seem incapable of doing.
She tells me I have to wait 10 days until the address team finish their address checking.
I explain to her that the line engineers have told me it is not an address problem.
She tells me there is nothing she can do.
28th Aug
BT priority Care called me. Told me that they are still waiting for results from the Address Team.
29th Aug
BT priority Care called me.
Told me that it is connected to the incorrect exchange now. Wandsworth… The same thing I was told last March.
I got ‘annoyed’ and tried, again, to explain the entire story to the lady on the phone.
She told me she cannot see any records of my orders back to January.
She told me that she didn’t understand what the problem is, and that the records they have shown the line was working in Aug...
I asked her to get her manager to call me.
No manager called me; instead I get a call back from the same lady later in the day. She is trying to help but we are still getting nowhere. BT Priority Care are just trying to do the same things again, that have failed multiple times in the past. They have no solution because they do not know what the problem is?
30th Aug 2012
BT priority Care called me; lady might have been called Sharon? Another lady anyway.
She tells me a new order is going to be placed to get the line connected back to Putney.
I ask to speak to her manager. She says she will call me back.
She calls me back and tells me that her manager Kelly W<removed for forum post> a BT Priority Care Manager Sunderland(maybe?) is going to call me before 6pm. This is the 3rd time I’ve asked to speak to a manager at BT Priority Care. Nobody calls me back.
All I get from BT since March are people trying the same failed thing, again and again.
Now they want to check with the address team. Again.
Now 6 months later after getting it connected to the Putney exchange, they want to put it back to the Wandsworth exchange, where it was originally – and never worked? I question this decision? I ask why this is going to fix the problem if it is the opposite advice to what every line engineer (5 of them) has ever said. I get told that nobody can answer that question.
Friday 31/08/2012
Another set of emails and text tell me I have a new line that is working.
But of course it does not. The phone line is dead. No dial tone.
Phone number is: <removed for forum post>
VOL012-<removed for forum post>
Monday 03/09/2012
All the BT priority care line numbers with the PIN numbers I was given have stopped working.
I can’t make a call to get through to the BT Priority Care Team anymore.
So I phone the normal BT help number…
An automated system tells my phone number is on exchange that is having a high level of faults for the last 2 hours and then it automatically disconnects my help call.
I phone back again and I have to NOT give my phone number for about 4 levels of automated systems to get to speak to a person. This time get through to a person. In India.
I ask for help trying to get put through to the Priority Help Care Centre in the UK. I am informed by somebody in India that all BT Priority Help Centres in the UK have been closed for good – since last Friday. I have to explain, again, the now nine months of trying to get a line connected – to the Indian help desk. I told to wait while she speaks to her supervisor.
I get put through to a different BT Priority Help Centre in the UK. Not Sunderland.
I speak to a man. He says he will email the Sunderland Help Centre and Kelly W<removed for forum post> and get somebody to phone me.
I ask him for advice on what I should do to try to get a phone line connected – after 9 months of trying. He says he will try and escalate it but he does not want to step on other peoples toes?
I ask him to CC in the CEO of BT to the email he is going to send to Kelly W<removed for forum post>. He thinks I am joking….
It is Wednesday night of the 04th of September 2012
Still no call back from Kelly or anybody from the Help care team. This is the 4th time I’ve requested a call back.
And now my PIN numbers for the priority call number have been disabled so I can’t call them.
Of course; why would you expect anything less?
LETTERS OF LATE PAYMENT:
In the last 6 months I’ve got multiple letters from BT telling me I am late in paying for my line service. I get ‘account overdue’ letters even though I prepaid the 12 months line service in advance for a line that has never worked.
SADLY:
There are phone lines in the flats below me, either side of me, and all down this entire street.
There are phone lines all over London. There are phone lines all over the UK.
But sadly not one that works in my flat. I’ve been without a phone or an internet connection since I moved in. 9 months ago.
MARS:
The Americans have flown a Mars Rover, which weighs a ton, from the Earth to Mars, landed it, and driven it around a bit – all on another planet - in the same time BT has failed to install a working phone line into a flat in central London? I wish it was this funny..
GIVEN UP:
So now I give up. My endless frustration at BT’s total lack of anything even close to coordinated fault tracking or anything like co-ordinated customer care service isn’t worth the time or stress any longer. 9 months of stress, lost wages while I’ve waited at home for engineers, and countless hours and hours of my time wasted on hold or speaking to people that can’t help.
YOU SUCK:
BT you are the total pits.
I don’t think you could suck more.
Some of my account numbers have been GB 1084 <removed for forum post>, GB 1099 <removed for forum post>, GB 1038 <removed for forum post>, GB 1105 <removed for forum post>
Dozens of other reference numbers: <removed for forum post>

Further onwards (actually downwards or backwards):
I did respond (last week) to the request to contact the forum moderators directly and was told that that they could not help because this is now being referred to Ombudsman.
Thanks for the offer of help anyway.
Two days ago I did receive another letter from BT. Dated after I was told that I would never get another letter from BT asking for payment for something that was never done. "You will never get another bill". I get another bill.
So more, painful, calls to BT in India. Have to explain the entire 9 month situation again. More wasted timed.
Asked to wait while supervisor is contacted.
Told she can't help but I should call this number: 0800 169 4109.
Which I did. But of course that number requires a number and a pin. And they don't give you a pin number. So they have effectively just cut me off.
So I have to start the entire 'call for help about this bill' processes again.
(Don't forget I've been talking to BT now since January 2012. 9 months, coming up to 10 months and I still can't get a working phone line and I still can't stop getting bills for something that has never worked).
Additioanlly on top of getting sent another late payment letter I’ve see no letter regarding the ‘Deadlock’ process between BT and I – as ‘promised’ by BT. I was told, verbally, the letter would go out last Monday. It is still not here. I want to know if the process has began. So I try to get help with that on BT Help Chat.
My goal in the chat below was to:
1. Get help with the Ombudsman process. I wanted to know why I had not received a letter from BT as I was told I was going to on the date I was expecting.
2. Get a phone number to speak to somebody about the Ombudsman process that BT had started.
3. Find out why I am still getting late payment changes for a line that has never worked - in the 9 months since the initial line order was created.
I was not given a number to call for help. Claire, the Help Chat lady, would not give me the number.
I was told I was going to be 'called back,' which I was not happy with as I know from 9 months of past experiences with BT that I will not be called back.
Sadly I was getting very frustrated by the end of the ‘Help Chat’. 9.5 months of tryign to get a phone line working in Central London has left me a little stressed...
Please note that today is the day after the chat transcript below. While Claire was trying to be helpful:
I was not called back. I received no help regarding getting details on what stage the Ombudsman process is at and what I have to do next.
9.5 months now. No phone line. No solution. Lots and lost of endless frustration.
Days and days and days of stress and my own time and hence money wasted.

Issues ordering with 2 phone lines on one account.

After being on the phone for half an hour on Friday the woman seemed to understand everything but we got no confirmation message so I called again today and after spending an hour on the phone was told to call back tommorow.. Not getting my hopes up of it working.
The lady didn't seem to really know how to place orders when we had 2 diffrent phone lines on the same account.
Currently we have 2 phone lines, one without broadband and one on BT Broadband "Upto 8Mbps" and recently Infinity became available in the area. We want to get Infinity setup on the line that has no connection and once it is up and running cancel the current Broadband and the phone line it is on. I understand this will incur a £30 fee to remove the broadband (not sure if theres a further fee to cancel the phone line, the lady didn't mention one though).
On Friday the lady we talked to also said we would have to pay extra to keep the current call plan with Infinity doing this method but the lady I talked to today didn't mention it.
The forum mods are pretty good on here so I was hoping they could sort it out as I'm starting to lose hope..

After spending about an hour on the phone today it seems we got it sorted out.
Apparently you can't have 2 broadband packages on one account even with 2 phone lines so we had to get a seperate account setup just for the Infinity broadband. Once we cancel the old broadband though apparently we can merge it together and the price will go from £30 down to £26.
We wasn't given the account number for the new account but I assume it wont be an issue when the time comes to merge the accounts (however we do that I'm not quite sure).
But we got the confirmation email so I assume everything is okay... The Openreach engineer will be coming a week later than the original date we had planned but it will do I suppose.
Thanks

Chronic interference on phone line and broadband drifting in and out

hi, could I speak to an advisor please. We have chronic interference on our phone line and our internet keeps drifting in and out, it has been like this since Tuesday. I have done all the necessary checks including unplugging all the equipment and plugging a corded telephone into the test socket and it is still the same with the corded phone plugged into the test socket, so I'm guessing there is a fault on the line. I need sky to do a line check for me.

chellechllb wrote:
hi, could I speak to an advisor please.
Yes. Give Sky a call.
Sky won't respond here, or elsewhere, to your post as this is a customer to customer forum.

Broadband drops out & noisy phone lines.

Hi,
Not sure whether this needs to be posted here or in the phone section as both areas are effected.
My property is pretty old and the internal phone sockets/wiring is also quite dated. I've always had issues with my phone lines being very noisy to the point where i have simply done away with having a house phone (not ideal).
I use my internet for many hours every day - its an essential part of my life and income. I had a new internal socket fitted about 2 or 3 years back exclusively for my internet use to help improve the connection which had been fine until recently.
I had new windows fitted which required the socket to be moved & ever since then my connection has been unreliable and drops out.
Ive reported the fault on the line earlier today and am waiting to hear back off BT but thought i'd post here in the mean time.
I use a Belkin router and have spoken to them but they were unable to help. After running a few tests they said it was most likel a phone line fault. I have also tried a different router and experienced exactly the same issues.
How do i go about identifying the fault & getting it fixed? With it likely being an internal fault, is it likely to cost me money? What are the terms & conditions with this type of problem?
Also, how would i go about getting new sockets installed in my house so i could get a working house phone? How much is this likely to cost?
Thanks for any advice.

was the new socket you had fitted like this if so any extension sockets in your home should be connected to the back of the bottom half of the socket NTE5. It may be that moving the socket has moved some of the wires and they are loose.
BT are responsible for the wiring up to the first socket in your where the cable comes in from outside. if the problem is found to be your internal wiring after the master socket then you will be charged at least £130
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Phone line out of order since 27th August

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