Post Office new line connection

chrissio

I recently moved house. When I moved in I found there was a working BT phone line in the property. I signed up with Post Office Home Phone and was told there may be a connection charge of up to £120 but assumed this only applied to new build properties. I have since been connected and charged the full £120 for a new phone line despite there already being a working phone line.

I complained about this, Post Office investigated and said BT Openreach had carried out the work so the charge stands. I have no problems with paying for things when they're necessary but when work is carried out that is not simply for sake of charging and making money out of people it makes my blood boil. I can't get anymore details from the Post Office and feel that they've simply allowed a phone line to be connected for sake of connecting me and charging me.

I was getting nowhere with the Post Office so I raised the issue with Otelo. They told I had to wait 12 weeks to complain. In the mean time Post Office are being uncooperative and threatening me with debt collection agencies despite me disputing the charge.

Has anybody had a similar experience or know how to get it resolved or who to complain to?

1carminestocky

http://forums.moneysavingexpert.com/showthread.html?t=1586761&highlight=post+office

snowby

Hi
I have had so many problems with Home Phone. I set up an account for home phone approx 3 years ago. in Dec 07 I signed up for broadband standard to run as a single package with home phone, and agreed to pay by direct debit. They were taking a DD payment out of my bank every 3 months for the broadband which included line rental, and then sending me a paper bill every 3 months for my home phone which also included line rental. All my letters to them to expain went unanswered even though I sent them recorded delivery, phone calls to the care line appeared to help as the call centre staff could see my problem and advised me what to do but i still received the bills. In the end I cancelled the contract for both services having given them the required 15 days notice and made sure I had completed the 12 month contract. My service ended with them on 31st Dec 08. It is now april and last week i received a bill from them for £133.00 this is for line rental from Dec 08 to april 09 and £110.00 for early termination of my broadband , from Dec 08 untl Aug 09. I am also at a loss as to what to do. I would like to get a solicitor to sort it out but i cannot afford to pay for one. Do any of these law firms take on these cases on a 'no win no fee basis' as i am so distressed about it all. I also complained to Otelo but basically they didnt want to know. There must be 100s of people in the same situation, Any advice would be greatly appreciated

chrissio

Wow that's an impressive list of !!!! ups from the post office but frankly I'm not in the least surprised by it. There is not a single person in the whole organisation who has a clue what is going on.

I'm surprised Otelo didn't want to know Snowby. I would have thought they would be your best bet for sorting this out. Try again with Otelo if I were you.

Whatever you do though, don't pay it. I would let them take me to court over it. Could you imagine how stupid they would look in front a judge?

chrissio

An update: PO should have kept recorded transcripts of the sales calls. I made several subject access requests under the data protection act for the information to ascertain if they had mis-sold the product to me. When they were unable to produce them, I complained to Otelo. PO offered £40 as compensation for mishandling the affair but I said if you're wrong then you owe me £120.

All the time I was getting bombarded with debt collection letters from PO. I replied to each and evey one explaining the matter was in dispute but still they just kept coming.

Eventually Otelo did get involved. PO were never able to prove that I have NOT been mis-sold the product or prove that a new line was strictly necessary. Thus Otelo found in my favour. I am getting my money back plus a bit extra for all the agro.

I also made a complaint to Trading Standards about this and to the ICO. Now all that is left to do is make sure PO hasn;t messed up my credit rating- if they have they will be sued. Simple

chrissio

A further update:

Post office challenged the provisional verdict (on what grounds I will never know) but Otelo reviewed the case and have stuck with the original verdict. The £120 connection charge must be removed, I am to be paid a further £90 for all the hassle and phone charges I incurred and I am owed a letter of apology. Also Post Office are to ensure my credit rating has not been damaged.

Furthermore, the Information Commissioners Office ascertained that Post Office did break the Data Protection Act. They cannot punish the Post Office but will ask them to address their practices (whatever that means).

PO have 28 days to comply and I'm looking forward to finally putting this matter to rest, a mere 11 months after it all started.

Trading Standards have been notified of the verdict. If enough people complain, action will eventually be taken against them. It's simply not fair that people are treated like this.

The bottom line is that companies like this rely on pressure and threats to get consumers like you and me to go away, shut up and pay up. It's a numbers game and 99% of the time it works. However if you are right and you've been treated unfairly then you should be prepared to stand up for yourself and not give in. It will pay off eventually.

alex3

I'm now in exactly the same situation as you were but I've only just sent back my Otelo complaint form. I keep getting calls from Roxburghedebt collection agency too. I rather hope that Otelo will be able to help me out!

Falcon_eye

I am facing the same situation as I got 93 pounds as newline fee.....I have emailed them to clarify but I think they will try to twist the story around. Lets see what happens. I have a plan to approach Otelo if postoffice remained does not respond. Please tell me its better to pay the bill and then approach for refund or otherwise.

macman

chrissio wrote: »

I recently moved house. When I moved in I found there was a working BT phone line in the property. I signed up with Post Office Home Phone and was told there may be a connection charge of up to £120 but assumed this only applied to new build properties. I have since been connected and charged the full £120 for a new phone line despite there already being a working phone line.

I complained about this, Post Office investigated and said BT Openreach had carried out the work so the charge stands. I have no problems with paying for things when they're necessary but when work is carried out that is not simply for sake of charging and making money out of people it makes my blood boil. I can't get anymore details from the Post Office and feel that they've simply allowed a phone line to be connected for sake of connecting me and charging me.

I was getting nowhere with the Post Office so I raised the issue with Otelo. They told I had to wait 12 weeks to complain. In the mean time Post Office are being uncooperative and threatening me with debt collection agencies despite me disputing the charge.

Has anybody had a similar experience or know how to get it resolved or who to complain to?

If the line was active (i.e. had a dial tone on it) when you moved in, then there should be no charge. If it was inactive/disconnected or non-existent then the £130 charge is normal, there is no BT distinction between a new line install and connecting an old one.
So unless there was a dial tone on it when you moved in, the charge is valid and you are wasting your time.
Did you ask for a reconnection or a new line provision?