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  • FIRST POST
    • Fleecy leecy
    • By Fleecy leecy 17th Oct 16, 8:04 PM
    • 1Posts
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    Fleecy leecy
    BT house move nightmare (again!)
    • #1
    • 17th Oct 16, 8:04 PM
    BT house move nightmare (again!) 17th Oct 16 at 8:04 PM
    Hi everyone, I am a newbie and inspired to join today after another BT house moving mess... Third time in 6 years, and I haven't even moved yet. Any advice/help would be appreciated!

    7/10/16 I called to inform BT I am moving house, I want to keep all of services and phone number. I am only moving a short distance, I allowed over 2 weeks notice as I am moving on 26/10/16.
    They were unable to place the 'order' as there was an issue to resolve on my account which had not been picked up until I called. I was told it would be resolved in 2 working days. I was to be contacted as soon as resolved to place my order to move. This call took around 45 minutes. 
I called the 3rd day and was informed that was in error, it would be 5 days. I was told there was nothing to do...I complained and was placated by their best offer of preparing my order to go through automatically on resolving the issue on my account. I was to be contacted. This call took around 1 hour. Again I had no contact from BT. I called called on 6th day and complained. I refused to be fobbed off again and was eventually transferred to a team who immediately resolved the issue. Another hour of my time.
    Understandably I was concerned that BT would not allow themselves enough time to connect my new line in time for my move. ( I have experienced serious difficulties like this before).

    Nobody denied that I would be able to be connected in time at any point, I made sure to ask each time, nor would they guarantee a date. 
On 16/10/16 I received a message from BT to say my new line would be connected on 31/10/16. I was angry and disappointed that through no fault of mine I would not be connected for my move date. I tried to call, but office needed was closed and call was cut off.

    
17/10/16 - resigned to the fact that BT would not connect me in time I didn't call again.

    At 5pm I received a call from BT I was unable to take and picked up a voicemail from them - my line had a problem the order had failed, they would contact me again on 1/11/16! 

    Of course I called them again and I waited for 20 minutes wait to speak to an advisor - this time to be told that the problem was not directly with BT, but Sky and Openreach.
    Sky had requested a cease order on the line for 27/10/16 so BT would be unable to even place house move my order until after... 1/11/16.
    Then they offer no guarantee of a date that Openreach would deal with it and connect me...at least 7 days after the order placed most likely more.

    I am furious and powerless. I was advised to contact the Sky customer currently in my new home to request that they contact Sky so that Sky remove the cease order. They may not. Even if they do my already rubbish connection date of 31/10/16 is unavailable now and then I will be at the mercy of Openreach and when they can fit in the connection.

    Beyond furious.

    BT say they can't help, the best that they can do is get me to call once/if Sky remove cease order and place my connection order with Openreach then... Still this will mean at least a week after moving for my new line and Internet and that is the best case scenario.

    This also happened to me in 2006 moving a BT line into a new home that had Sky previously. We were 2 weeks without phone or internet. No apology, no compensation for HOURs on the phone to them. no refund for calls.
    We need Internet for work...my OT is a web developer and has to do loads of online stuff at home. We have a poor/no mobile signal where we live. I feel that this is unacceptable and is an issue with the system which the whole lot of the telecoms and Internet providers should have sorted out by now!
    Has it happened to anyone else?
    No fault of mine at all...I thought I had allowed plenty of time.

Page 1
    • forgotmyname
    • By forgotmyname 17th Oct 16, 10:30 PM
    • 23,348 Posts
    • 9,201 Thanks
    forgotmyname
    • #2
    • 17th Oct 16, 10:30 PM
    • #2
    • 17th Oct 16, 10:30 PM
    2 weeks notice?? Their website suggests 6 weeks notice.

    I moved into a new build and BT gave me a date to go live, date came and went because the builders had not finished the parts where they needed to lay the cable.
    Not BT's fault but they still paid me some compensation.

    If sky have a block on the line then you need to talk to the current customers or sky and see what the issue is.

    Dont tell them you need the internet for work because your a business customer then...
    Last edited by forgotmyname; 17-10-2016 at 10:34 PM.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
    • baldelectrician
    • By baldelectrician 17th Oct 16, 10:47 PM
    • 2,022 Posts
    • 1,232 Thanks
    baldelectrician
    • #3
    • 17th Oct 16, 10:47 PM
    • #3
    • 17th Oct 16, 10:47 PM
    Maybe you should move provider if internet is so essential


    I am with PlusNet, they do a static IP (free) and have a business arm. The irony is that PlusNet are owned by BT but as they have UK call centres they are much more efficient.
    baldly going on...
    • onomatopoeia99
    • By onomatopoeia99 18th Oct 16, 9:01 AM
    • 2,333 Posts
    • 4,896 Thanks
    onomatopoeia99
    • #4
    • 18th Oct 16, 9:01 AM
    • #4
    • 18th Oct 16, 9:01 AM
    You have mentioned BT and Sky. Which is your service provider?

    Provided you have exchanged contracts and are committed to the move, have you considered ordering a brand new line at the new property? A new line won't be subject to any cease order and can go into the system right away. You can sort out taking over the other line that's already there later, and then you'll have two lines which will provide the redundancy that you really should have if your livelihoods depend on having a working internet connection at your home. You could use a different ISP on the second line which will provide better protection against problems with the ISP on the first line.

    Or you could use a business ISP with a competent support department that doesn't have people reading from scripts and will see problems through to the end (more expensive and you won't get the ability to watch football matches or TV shows).
    INTP, nerd, libertarian and scifi geek.
    Home is where my books are.
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