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
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Similar Messages

8 month wait for new phone line!!!!!

I posted on here a while ago '5 month wait for phone line' and I cannot actually believe that I am almost at 8 months of waiting for a phone line to be installed!!
Reason: Openreach are having traffic management issues for a four way traffic light system needed for my phone line, this has been the reason since JULY 2013!!!!
My local council have told me this is just an excuse as Openreach/BT have not made any requests to them in my area or the entire of Anglesey where I live!!!
I get updates from a BT team in Sunderland which are very repetitive 'traffic light problems' cannot get permission for them blah blAH BLAH!!! And they accept these excuses from Openreach!!! They can give me no indication as to when I will get a phone line and when I say what happens when we get to year point they say oh no that will never happen!! This BT team now only text me updates saying they could not get through to my mobile, they say they will update me on the 19th December but it will be the same old **bleep**.
So now I am am drafting a letter which will include all the correspondence between BT and myself including all the false information they have texted me and stupid emails (one said there are major problems in Cornwall so thats is why there is a delay I asked whats Cornwall got to do with anything I live in North Wales, the BT guy then said Cornwall is the term used to refer to a large area??? He later apologised for his error, but what an idiot)
My letter will also be sent to BT head office, complaints and the my local MP, BBC Watchdog and various other local consumer affairs programmes.
But any extra advice would be greatly appreciated.....
HAnnah Hughes

He was the one who made the Cornwall comments!! All he did was relay extra information in more detail than the BT operators were giving me, but he had no authority to do anything. It has been escalated but this wonderful escalation team are doing nothing at all, other than accepting Openreach excuses.
Some of my text messages say " we are waiting for council permission", then the next one says "Openreach have had council permission" but the latest ones are back to "Openreach are waiting for council permission"!!!! You would think that someone in BT would pick up on this!!!
BT will not give me the location of the work needed either they say Opnereach do not have this one thier system, because the council keep telling me that no permission has been requested.
Hannah

Three Droids since August 2010

So since August 2010 I have had three Droids, because they all keep messing up. From the camera going out and it scrolling on its own. This is my third Droid and it now randomly forgets my contacts names and just shows phone numbers and now it glitches and my apps on my home screen overlap when I text... I have asked them to switch my phone and they do their protocol and it works, but it goes back and does it again the next day. I am getting really tired of always calling them and going to a store doesn't do any good since they don't have the replacements. For some reason even though I pay for the warranty they send me refurbished phones for the Droid every time, even though they told me in the store they are too complex to fix, so I wonder why they try. And its like with every phone there is a new problem (even though I have only had two before this). I do the resets, I turn it off daily, and it still messes up. I have begged for them to switch my phone mid contract to another Android powered phone, but they told me they couldnt because I wasnt an account manager. Well now I am and I seem to be getting the run around again. Its almost like a fight to get a freaking working phone, and its not fair. Is anyone else having this problem with their Androids or had this much problems with them? I am starting to feel like I just have bad luck with phones. I just want a phone that works...

HVeals24, I'm sorry to hear the trouble you've experienced with your phone. From what you described, I agree with vereyezuhn as this is exactly how phones react to corrupt files from an app. Do you have any anti-virus apps installed? They are known to cause random movement, scrolling, not displaying your contacts correctly. You should uninstall the app from the Google Market, press the Menu key --> Downloads and reboot off/on.
If you're still seeing the issue, remove all downloaded apps or enable safe mode temporarily for a day to see what happens. You can click this link for the steps to enable safe mode: http://support.vzw.com/clc/devices/knowledge_base.html?id=35030
I completely understand where you are coming from about the replacement phones. In the past, (still currently with other wireless providers) defective phones covered under warranty are sent back to the manufacturer for repair. This would leave you without a phone for up to eight weeks. With our manufacturer warranty program, we can exchange the defective phone for a certified like-new phone at no charge to you as long as there is no physical or liquid damage. You can see more about replacement options here:
http://support.vzw.com/information/device_replacement_program.html
Please let us know if you need further assistance.

New 7100i - Provisioning for Multiple Phone Lines

I just received a new 7100i from Nextel, and absolutely need support for two phone lines. Although Nextel assures me that this is supported, I'd expect this to be documented somewhere in the User Manual. It's not, and I am wondering whether Sprint/Nextel has lied to me yet again, or Blackberry has failed to fully document the features available. Can anyone tell me if two-line support is offered by this model? If not, it's going back to Nextel Monday morning...
If so, can I transfer both lines using the Nextel website, or do I have to use phone support via landline to accomplish the switch from my current phone?
Thanks a bunch!

hello,
the question you are asking is not a general Blackberry smartphone function and feature. I think you will have more answers if you post your question on the dedicated board for 7100i :
http://supportforums.blackberry.com/rim/board?board.id=Other_devices
The search box on top-right of this page is your true friend, and the public Knowledge Base too:

Still Waiting for a phone line

We informed BT at the end of February, of our intention to move to a new property in March.
Our old line got disconnected 13th March, ready for the new one to be switched on 16th March.
When we took over the new property on the 6th March, the builders had left the blue rope hanging out the front of the house, ready for the engineers to pull the phone line through. This was for all 4 properties on the new development.
16th March came, nobody arrived. This is where it all went down hill.
Message after message from BT/Openreach with delays after delays. Having messages saying they couldn't get hold of me (no missed calls on my mobile) but they would be in contact within the next couple of days.
BT fibreoptics were installed on the main road in front of us in 3 days!!
Having spoken to my neighbours about what days they have been given by BT are all different to what i was given. What a shock!!
My wife has been with BT for over 20 years and this is what we get.
Having spoke to another Communications company, was told that they can't do it (blocked)
I've spent a fortune on phone calls and using mobile data. Travelling to parents to use their internet.
This day and age, this shouldn't be happening.

Hi YogieBear,
Welcome to the forum and thanks for posting, I'm sorry about the delay getting your line connected. It sounds like Openreach haven't got the network ready yet and I apologise for any inconvenience caused by this.
We can chase them up to find out what's happening if you send me over your order details using the 'contact the mods' link in my forum profile. 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’.

I setup messaging on my verizon, however I have multiple lines on the account and it is showing messaging only for one phone line. Is there a way to toggle between multiple lines on the myverizon site?

How do I toggle between multiple phone lines while on the myverizon website in regards to messaging?

The Account Owner can see the call/text logs for all lines on the account, but each line needs its own My Verizon account for messaging and backups. Those lines will be listed as Account Members and will have limited info. available to them regarding the account.

Reccomended Type Of Wire For DSL Phone Line?

I have my DSL modem on its own jack, and I need too replace the wiring from the jack to the service box, its currently half thermostat wire (for furnaces and such) and half phone line, I understand there are different types of wire, so I am wondering which type is the best, what I currently have is the flat 4 wire stranded, instead of solid, I am told that isnt reccommended. So I need to know what to get, that will work the best.

ARC_Stig wrote:
I have my DSL modem on its own jack, and I need too replace the wiring from the jack to the service box, its currently half thermostat wire (for furnaces and such) and half phone line, I understand there are different types of wire, so I am wondering which type is the best, what I currently have is the flat 4 wire stranded, instead of solid, I am told that isnt reccommended. So I need to know what to get, that will work the best.
Aside from using cat-5 as the previous post suggests, typical inside wire telephone wire is a beige plastic covered 2 pair (4 wire) phone wire. Each wire is solid and not braided wire. You can probably get it in different lengths from a nearby lowes or home depot.
Typically, the red and green wire are used as the tip and ring connections for line 1 in your house. The black and yellow wire are used for line 2 if you have a second line or as spare wires in case either the red or green have an issue. A pair of wires will be needed to be connected at the entry point of your service and connected to the phone jack that you will connect the dsl modem to. Use the red and green.
Hope this helps.
Larry
Verizon Telecom
Vz Voice Portals & Connection Wizard
Notice: Content posted by Verizon employees is meant to be informational and does not supercede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

Can you run multiple versions of Message on one computer, i.e. one for each phone line on our account?

Does anyone know if you can run more than one Message+ on one computer, one for each of our phones?

CATTULLOS
Great question! The way to do it is, you will need to open up multiple browsers. (one for each phone number) The only thing you would need to do is log into www.vzw.com for each individual number to be able to send the text messages. Keep us posted let us know if this helps.
JorgeO_VZW
Follow us on Twitter @VZWSupport

5 months + and still waiting for a phone line

27/05/2013 Placed order for line and broadband. Paid for 1 year service in advance.
This was to reconnect a line I had cancelled in in January as we started a major re-fit/renovation at our house and were out of it for 4 months. Transferred line to a new address at this time (different exchange)
18/06/2013 Engineer scheduled to visit. - Waited in for 6hours, no one turned up, no contact made
19/06/2013 No one got in touch. I telephoned. Problem with line. New appointment made for Monday 15 July 2013
15/07/2013 Engineer did not turn up, no contact made again after waiting in most of day.
16/07/2013 I called and told work on line not completed. They needed to do external work. Given assurance I would get a call on 21/07/2013 as work scheduled to be completed by then. It had been accelerated (had been told this before come to think of it)
21/07/13 No one called, again
22/07/2013 I called and told work still not completed but would be by 25/07/2013 so to call back and arrange an engineer visit appointment
25/07/2013 I called , told work still not completed, would get a call by 29/07/2013 when work will be completed – to arrange another engineer visit. I filed online complaint
29/07/2013 no call. I called, no update, call again in 2 weeks
Numerous calls in August, and 2 online complaints. Now getting texts telling me there is no update and promising to get in touch by a certain date, they don't. New line needed as exchange reached capacity. Old line no good, have to lay a new one. Still being told order will be accelerated. Still waiting for the "advisor in our delays team to monitor the job and contact the engineers for a full investigation to be done so we can provide you with an accurate update."
Still more calls in September along with numerous calls (me) and 2 from BT to say they have no update!
Still being told the biggest load of rubbish as an excuse, eg me "but I had an active line in January" you "ah that is openreaches fault, they come and physically rip out and remove the wiring if a line is cancelled" or: BT- "we cant talk to openreach ourselves, we can only email them" me - "that's funny as your colleague on the last call claimed to have spoken
with them after leaving me on hold for 5 minutes"
October. Called today. ( now have a telephone number with a PIN number) Still no progress. They started digging on September 5th according to one email. I asked were they using a tea spoon, they even replied in email NO!
What am I supposed to do now. I am to get an update "tomorrow", but going by all previous updates it will be we will call again in 10 days - the don't. Time spent waiting for engineers - 2 days, time spent on phone/emails etc - 5+ hours.

Hi MCM66,
Thanks for posting and welcome to the community!
Sorry for the problems you've had getting services reconnected. Hopefully the renovations were well worth it!
I can help sort everything out from here. Click on my username and under the section "about me" you'll see the link to "contact the mods".
Whenever we've received your details we'll take it from there.
All the best,
Robbie
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 that 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’.

Login to DPS doesn't work any more - waiting since 10 days for support

Hi,
10 days ago my login to Folio Producer didn't work any more - form one minute to next while working on a folio. I get a message that I need to contact support.
I did this immediatly 10 days ago - but nothing happend until now. Meanwhile I phoned Adobe support and asked why they don't help me but they told me that I need to wait.
The Adobe ID had been used for a professional DPS account until beginning of August but we did not renew the abo.
We now use Creative Cloud. Today my next app was ready and I began to create the app (Single Edition with Creative Cloud).
Then I noticed that the Adobe ID for which we have bought the Creative Cloud has no right to login to DPS, too!
I'm hopeless!
What can I do to get access to my Single Edition with Creative Cloud when the Adobe support ignores my case?
Has anyone had a problem like this? Or is there anyone at Adobe who is able to help me? My customer is waiting for the app going online!
Best regards
Almute

When using DPS with CCM, you do not need to login to Folio producer anymore. From Folio Builder Panel in Indesign, go to Create App, that will launch DPS App Builder, login with your CCM id and create the App. The process has been simplified for CCM DPS customers.
You can login to Folio Builder Panel using your new CCM id, use that to upload folios and then go to Create App from Folio Builder Menu.
I also checked that you had a professional account which was closed. Have you use the same Adobe id to subscribe to CCM? Please send me a PM with all the details inluding your CCM id so that I can look into the issue.

The MacBook Pro has no RJ-12 connection for a phone line. How do I connect a MacBook Pro up to the phone to get dial up internet service?

The MacBook Pro has no RJ-12 connection port. How do I get internet, dial-up phone service for a MacBook Pro?

Buy any one of a dozen different USB modems such as those found here.

Cancelling phone line help

All new to this, I have recently moved home and have stayed with BT, it restarted on 18th November and i know that it is for another 12 months. I wanted to know if anyones knows what the charges are if i cancelled or can i cancel with no charge.
I am changing provider because i'd like just 1 bill so i would like my phone and broadband with another provider as it was a better value for money.
If anyone can help i would be very grateful, and happy.
Thanks

Not clear what you wish to cancel ?
There will be a cancellation charge for anything calls Broadband and line rental
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

Out of contract for phone line and broadband

Hello all!
After receiving a really rather large quarterly bill i thought i would see how much time we had left on the phone line and broadband contracts. Quite astounded to find that BB finished in August last year and phone line in October. I thought we were all in contracts of some sort or another?
In this position then, might i be able to negotiate some sort of deal on a new contract?
Thanks in anticipation,
Kim x
Solved!
Go to Solution.

by rolling I mean month by month but important it is on standard terms and any previous discounts terminate with the contract so better to renegotiate a new cheaper deal asap if staying with BT - should only be 12month contract not 18month like new customers
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.

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.

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

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