Welcome back to BT! NOT!!

blue_monkey_2

Yesterday I had a new line put in. Guy 1 called and could only do the bits in the house as the line needed changing and he was not allowed up the pole as it was too tall (H&S regs!!). Guy 2 would come and finish the job.

Guy 2 came, did the line, said that I was not yet connected but it would go on later today as someone else was going to have to sort something in the box by the wires.

15 minutes later we got a call (great, it works, thought it was BT confirming).

'Hello, is that xx', me: 'no, sorry, I think you have wrong number'. (he sounded a bit confused) caller: 'OK then, bye'.

10 seconds later it rang again caller: 'hello'. Me: 'Hello. Hi again, who are you trying to call, we have had a new line put in are you trying to call that number'. caller: 'no, I am trying to call my home number, that is my number'...... Me: ah..... i'll call BT.

BT - eventually, the number is not held by BT apparently so I got cut off a number of times before I thought 'I'll call sales'. Apparently the order is open and because it has not been finished you will have no line.
I said 'I have, I am calling you on it'.
Him: No you are not because it is not connected, you are calling me from xxx'.
'Yes', I said, 'that's the number from the new line you put in today'....
after a while they said it was an exchange issue, it will be done by 6pm.

After 6pm, still the same, called again and was told it would be done by Midnight, and if not by Midnight first thing tomorrow.

First thing tomorrow, still got my neighbours line.

Called again, it'll be done today.

24 hours on I still am able to dial out from my neighbours line, and I am receiving calls for my neighbour. If I call my mobile the incoming number is my neighbours.

Anyone else confused? I am getting a bit ticked off by it now as if it is not done today then it'll be like it for the weekend. Openreach have still not been out to the pole and done the additional work they said they were going to do. I cannot speak to faults as the automated service picks up the number and says 'this number is not serviced by BT' and it goes dead. You have to call sales who spend half an hour spekaing to eveyrone else while you are on hold.

It is very, very frustrating.

welcome back to BT!! Good start!!

BT_company_representative

Hello blue_monkey,

If you want PM me your details and I'll see exactly what's going on with the line and when this is going to be sorted. All being well it'll be sooner rather than later.

Stephanie
BT Support

blue_monkey_2

Hi Stephanie,

I've only just seen this message but I am guessing it is too late. I've been to see my neighbour tonight (as she works and I've missed her until now) and she has no phone or internet. She has reported a fault as well but they have told her that it probably might not be fixed until Monday!! Despite them telling me it was being done at 9.30 this morning.

BT_company_representative

Not good. I'll be happy to look into this further if you want, I can't really say what the delay could be in getting it sorted, but I take it the engineers are on the case (even though it wasn't fixed this morning...)

Stephanie
BT Support

blue_monkey_2

I've updated the title of this thread because I am not getting very annoyed by the whole damn thing and wish I had never bothered.

Sunday the engineer came out and fixed my neighbours line - leaving me with a dead line.

I called in on Sunday (I think - I've lost track of the days) and they told me that 'no fault had been reported on my life' so he raised one. Later I got a text saying it would be done by Tuesday. Monday I got another 2 telling me that more investigation was needed, then I got more on Tuesday.

Tuesday the endingeer called and ask if I would be at home. No. No problem he said. Got home and still no line. Later that day I got a text telling me it would be fixed by Wednesday. Wednesday I called BT again who told me that an engineer would call me in 2 hours. Did he? Did he hell as like!!

So Thursday morning I am on the phone again listening to the crappy music while I am on hold. Someone will call me back. OF COURSE THEY WON'T.

Apparently there is a problemw ithe: The underground wires: The Exchange: The Pole: The engineer. I am sure tomorrow it'll be another excuse I am sure.

Oh yes, and today I got my very first bill. I feel like telling them they can shove that where the sun doesn't shine.

And to make it worse we can only get BT around here - depsite being 400 yards from town where they do have cable.

I cannot even be bothered with this anymore. It's an absolute joke!! 7 days after having my line installed and I've still got no line - which they are billing me for.

When we first moved here we called BT 3 times to get broadband connected - each time an order was raised and they gave us an order number and they never connected us and no equipment arrived - so in the end we went with Virgin Media. Seems we had a lucky escape as I am now stuck with BT for 18 months with this line - if it ever works!! I see they are quick enough to take their money though. :mad::mad::mad::mad::mad::mad::mad:

1carminestocky

One word - compensation. Four words - and lots of it.

maturelearner

Your fiasco is no shock. My parents have had bt landline issues several times this year, admittedly they live in a rural area a quarter of a mile from any adopted roads but their faults have been similar where their line has been crossed with new installations! The Christmas fiasco lasted 3 weeks or so and they were left without any incoming calls and at times outgoing calls. Then before bill was rectified were charged for 3 weeks diverted calls to a mobile and engineer callouts!

Mark_In_Hampshire

Our exchange only has BT as the sole supplier. However we could have a phone line installed by The Post Office.

That would sadly still involve BT as it would be BT Openreach who set the line up; the Post Office are simply reselling the service.

Therefore they are at the mercy of the same incompetence when trying to deliver their services, albeit perhaps you might get further escalating it - or not.

You don't need to pay the bill since no service has yet been supplied. Write to ** DO NOT PHONE** BT ** AT THE LONDON ADDRESS ** and explain why you won't be paying and that the invoice needs voiding altogether and reissuing when the service has actually been supplied.

Do you really have to have a landline

blue_monkey_2

Do I really need a landline? Yes, I work from home and need the line if customers need to talk to me, as well as people calling me too otherwise they have to call the mobile and the reception is not great either as we live in a village.

As for not paying, they already got my by the short and curlies on that one as I am paying by Direct Debit - so they will take it anyway.

Still no line this morning, does anyone know what the next step is please as I am getting nowhere with the phone calls, they just fob me off with the usual carp. Thanks.

BT_company_representative

Hi blue_monkey

sorry to read this is still ongoing, would really like to look into this for you, pm me your account details or any order information you have for your new line and I can get this chased up for you.

as for money taken for rental in advance we can ensure that this money is credited to you drop me a line let me see if I can help.

Stuart
BT Support