Why cant I order a phone line

Have just moved into a new flat, tried to order phone. BT tell me someone else has registered a phone already from my flat this is impossible as flat is new build.
BT refuse to tell me who service provider is for this line so I cannot contact them to sort this out.
So I am stuck without phone. Have phoned BT twice today only to be told we know the provider but won't tell you, even it this is fraud.
What can I do

Hi apple123,
plainview certainly wasn't accusing you of anything, just pointing out that we can’t tell you who owns the line, for the account’s security.
Did you want your services with us or another provider? If with us, please use our "Contact us" form to forward your details to us, so we can look into this further for you.
You can get the form by clicking on my username, and it's under "About me" (top-left of my profile page).
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’.

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    Fault/VOL number: VOL012-<removed for forum post>
    Open Product affected: Phone fault
    Telephone number: <removed for forum post>
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    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>
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    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.
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    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.

  • Why do I have to move my phone line from Sky to BT...

    I have just spent the last 14 days trying to move my broad band from BT to Sky, I was told by Sky that I have to have a new phone number and as I was getting loads of unwanted phone call I thought that it would be a good Idea.  So any way I ordered a new number and broadband with sky.
    Any way to cut a 14 day long story short, Sky cannot provide me with Broadband due to incompatible technology, so I really do not have any other option other than to come back to helpful BT.  Just phone BT up to order my BB to be told that they cannot help me unless I move my phone number back to BT..........
    When questioned about this I was told that "I have to have both phone line and Broadband with BT"......... NO I DO NOT, in February 2012 I moved my phone line to Sky and my Broadband staied with BT, as there was a problem switching it over, little did I know then what I know now.
    So could someone from BT 'in the know' please tell me why I have to move my phone line back to BT

    sorry mate.
    Hadn't heard about TPON lines before today.
    Doing a quick google search, found this:
    "TPON stands for Telephony over Passive Optical Network
    TPON was a method used by BT (now Openreach) mainly in the 1980s and early 1990s to deliver phone lines to new build areas where there wasn't enough existing copper capacity available. This decision was made before ADSL was envisaged, and as ADSL requires a copper pair route between customer and exchange, this means customers in TPON areas are currently unable to receive ADSL."
    Hope all is sorted soon.
    Cheers
    jac_95 | BT.com Help Site | BT Service Status
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