Problems signing up to BT from another provider, anyone have problems?

NEH

I have contacted the BT representive on this board but just wondered if anyone had similiar experiences in the meantime...

We ordered BT broadband and home phone last night (mum's package) switching from Pipex anytime call package, no broadband, first of all I wasn't asked who our current provider was when switching despite following the process on the website, am I right in presuming that this is done automatically and they don't need to know?

Secondly got the confirmation email today and the activation date is over 3 weeks away is this normal when switching from another provider?

Thirdly they have got us on the incorrect package, it says more talk but that only evening and weekend calls are included when we specifically signed up for the anytime call package. Has anyone else had this problem?

and lastly it says home phone number to be provided separately, I don't understand why she can't keep her old number?

As you can see we're a little bit worried that it is already beginning to show signs of trouble and it is only day 1, Fortunately we have up to our activation date to cancel should it come to that hopefully it won't....

BT_company_representative

Hi there. If you feel that you may not be on the correct option, please PM me your order number and I will look into this for you.

Rodney
BT Support

NEH

BT_company_representative wrote: »

Hi there. If you feel that you may not be on the correct option, please PM me your order number and I will look into this for you.

Rodney
BT Support

Thanks Craig got back to me this morning but it's worse than we fear as he says it is a new provision- in no way should my mum need a new line as it was orginally BT until she switched to talk talk with BT line rental still being paid and then she switched to Toucan I cannot understand how it qualifies as a new line? If we have to pay for a new line then mum will be cancelling as she cannot afford that cost on top of everything else. The line did have broadband up until two years ago so I know broadband is fine on that line. As for the number even that was originally a BT number.

deklan99

NEH wrote: »

Thanks Craig got back to me this morning but it's worse than we fear as he says it is a new provision.......

If broadband connection has been ceased in the past then it would be classed as a new provision to re-instate it, maybe that's what he's on about?

NEH

deklan99 wrote: »

If broadband connection has been ceased in the past then it would be classed as a new provision to re-instate it, maybe that's what he's on about?

That would be fine if it was just broadband but it's the fact that they are saying there is no active line and yet I call my mum everyday and the number is an old BT number...

deklan99

If your mum dials 17070 and gets the number and test options read back then it is a BT type line. If only the number then not on BT's network. Do recall Pipex had LLU kit and may even been on Tiscali's LLU network.

NEH

deklan99 wrote: »

If your mum dials 17070 and gets the number and test options read back then it is a BT type line. If only the number then not on BT's network. Do recall Pipex had LLU kit and may even been on Tiscali's LLU network.

Well they are rechecking it now....I'll get mum to try that tonight when she gets home, With the LLU kit will mum have been transferred onto that when Toucan got taken over?

deklan99

If there was a transfer it could well have happened when Pipex took over Toucan. If there was no broadband invoved no-one would have noticed a difference.
See what the line test says, hopefully just an error on the BT database.

syko29793

NEH wrote: »

That would be fine if it was just broadband but it's the fact that they are saying there is no active line and yet I call my mum everyday and the number is an old BT number...

If the line is still working with no orders to stop the service then it is free to transfer back to BT.
Sounds like an error on BT system and you need to find someone in BT who knows how to get around it.
BT rep should be able to help if not customer options at BT should be able to sort it

NEH

syko29793 wrote: »

If the line is still working with no orders to stop the service then it is free to transfer back to BT.
Sounds like an error on BT system and you need to find someone in BT who knows how to get around it.
BT rep should be able to help if not customer options at BT should be able to sort it

Mum got another email this morning giveing her her provisonal number and booking an appointment for an engineer to call...I am hoping the rep will be able to sort things out, the only other option I was considering advising my mum was to cancel the order and then put trhough another one and hope they don't make the same mistake twice...:rolleyes:

syko29793

NEH wrote: »

Mum got another email this morning giveing her her provisonal number and booking an appointment for an engineer to call...I am hoping the rep will be able to sort things out, the only other option I was considering advising my mum was to cancel the order and then put trhough another one and hope they don't make the same mistake twice...:rolleyes:

If you have a new number allocated and an engineer is booked then you will get charged to reconnect.
You need to cancel the order and insist that your line is a working line and should be free to transfer.
Call 01324452696 . This is direct to customer options team at BT. Explain you line is working and you want to return to BT but have had an order placed for a new line instead of a transfer.
Ask them to esculate to resolutuions team if you have any issues.