BT New Line Connection

Daring

Hi all,

Looking for some advice...

I placed an order with BT for a new line at a new build property using the free line offer:
- line was then activated at previous address (since been resolved).
- new line was placed using the complaints team back in May (the phone line was put on hold for two reasons: 1/ road needed to be dug up again and lines sorted by BT openreach which was completed by June 16th. 2/ a bill was created for the previous order at old property so made there be an outstanding balance before new order could be processed, however, this bill was created in error by BT and has since been resolved) but due to the second reason, this order was held then cancelled.
- a new order was then placed on 29th June after again speaking to the complaints team. I was passed on to someone who placed the order and gave me an engineer visit date of 15th July but he promised me someone would contact me within 2 days to try and get this date brought forward for the reasons above and that he would tie this order with the previous order.

I did not receive a phonecall but the line was working on Thursday and yesterday until about 5:30PM. I found it working as I had been checking my phone everyday waiting for the dial tone just in case it had been activated without my knowledge. Another reason I was checking my phone everyday was due my jealousy that other people in this new property development had a BT landline and I didn't.

I called BT from a dirty public payphone and was on the phone waiting for a good 20 minutes then I was able to speak to an advisor who told me there is nothing he could do, was extremely rude and that I would have to wait until July 15th had passed before I could call again. Obviously, I was not happy with this so asked to speak to someone senior to him.

I then waited on the payphone for approximately 10 minutes and was able to speak to a Supervisor. I asked him to call me back on my mobile phone as was using a payphone, which he did. The Supervisor did line checks, apparently spoke to various people and told me I would have to wait until the 15th July. The reason I was given as to why I could make calls on Thursday and yesterday was probably due to BT testing my line or something (he was a bit vague). The Supervisor said he has done everything he can. I was not happy with this so I told him I wanted to take it further. He then explained I would get the same response and said he would continue to try after the phonecall to try and bring this date forward but cannot promise me anything. I said I would wait on the line then if he wanted to do this. He was then explaining he cannot promise me anything, that he could be 30 mins, an hour or more but during this empty gesture, he hung up on me and did not call me back.

I am lost with what to do and so so upset with the way I am being treated. I honestly feel my name has been marked to give a bad service or something. I keep hearing other neighbours phones ringing which makes it worse. There is no need for a survey if the line was working and my neighbours have lines working, so why do I need to wait until the 15th.

To make this worse, I am fed up of using a mobile broadband connection as mobile phone signal is extemely poor, so I have already placed an order for broadband on the new number I was able to use yesterday. Now this is likely to cause me problems with my new broadband provider.

I have sent a complaint via email but am yet to hear anything. It costs too much to call from a PAYG mobile phone, not that there is much signal where we are anyway.

I sent them more or less the same info above and have asked:
- Why was I able to make calls from my landline for more that 24 hours?
- Why has my line not been fully activated yet when others in this new property development have?
- Why do I keep receiving empty promises from BT advisors?
- Why am I receiving such a terrible service from BT?

Anyone have any advice what my next step should be or should I just wait for them to get back to me and call the broadband provider to cancel the order I placed with them?

Many thanks in advance.

PNPSUKNET

enter 17070 in your phone if you have a dial tone, it will tell you how active it is. I used to contract for the home it side and the numb is the engineer number to test.

Daring

No dial tone unfortunately.. thanks though for your reply.

I cannot believe they haven't got back to me yet... when we sent in a complaint before (x 2 or 3), they responded in less than 24 hours. Fingers crossed they email or ring tomorrow.

BT_company_representative

Hi Daring!

I am sorry to hear of the problems which you have had with your order. I will look into this for you. Please send me a PM with your order number/address details/ BT account number.

Cheers

Ann

BT Support