BT Muppets

cogito

Just got off the phone to BT trying to get my phone and internet service transferred to my new address.

After 10 minutes holding to be put through to the Home Movers hotline, I was told that they couldn't deal with my request because there was an outstanding order on my line. On enquiry, I discovered that they had been instructed to cancel the sevice from the 16th by the person buying my house. They had no satisfatory answer when I enquired how they could possibly accept an instruction from anyone other than me.

They put me through to service but only after I queued for another 10 minutes and spoke to a person who cancelled the order and then put mer back to the Home Movers hotline who couldn't deal with my change of address as the order hadn't been input correctly.

Back to the Service team who eventually informed me that the cancellation would take place overnight and I would have to call back tomorrow.

And they can only tranfer a line between Mondays and Fridays.

What a shambles and 40 minutes of my life that I won't get back.

fairy2

I am having exactly the same experience - I am hold to them still now!

spike7451

Chances are the new owner want's his service up & running when they move in.In order to do that,the existing tags (yours) have to be removed from the phone line.
Normally they'd have to get you're OK but someones jumped the gun as it's a house move.
The reason they can only do Mon-Fri is the works done in the exchange by engineers who work office hours unless on call & the office based Provisions dept are the same.

iscrimger

They normally send a letter to the current account holder at the address telling you someone wishes to take possession of the line. You're then obliged to contact them to tell them what's going on. If you fail to respond they will just cut your line off and connect the new account holder.

I do feel your pain I've had countless bad experiences with BT and Home Movers in the past 2 years. From orders not being put in correctly, to being told I'll be contacted by the offline team who never call. If you try and call them they don't exist or don't bother answering or are 'busy' and the automated system hangs up telling you to call back later!

In a few weeks I am about to move again to my previous address. I can just tell it's going to be a complete nightmare. I'm going to call tomorrow to arrange my service to start on the 16th if possible. Chaos will ensue, I already paid to have the phone line connected at that address previously and I would bet money I'll be asked to do the same again.

BT_company_representative

Hi everyone,

If any of you are having issues that you would like me to look at you can send me an email to forum.moderation.team@bt.com and I'll be happy to lend a hand. Alternatively this information can be sent in a PM.

All the best,

Robbie

cogito

The crucial part for me is that an instruction has been accepted from an individual who has nothing to do with the contract between me and BT. How can this possibly be allowed to happen?

Hopefully it will be resolved tomorrow when the instruction hsa been overturned. In the meantime it would be nice if BT would explain and apologise.

DVardysShadow

BT_company_representative wrote: »

Hi everyone,

If any of you are having issues that you would like me to look at you can send me an email to [EMAIL="forum.moderation.team@bt.com"]forum.moderation.team@bt.com[/EMAIL] and I'll be happy to lend a hand. Alternatively this information can be sent in a PM.

All the best,

Robbie

Let's get this quite straight. It is a near total waste of time for you to go poking away at this problem. OK, you will fix the OP's problem, but time after time, this problem will keep on cropping up, because the whole system is broken. Any Service provider can come along and put on or take off any service on any line without the agreement of the person whose property it is which the line can go to.

Fix this, and you will fix loads of grief. But of course ofcom and the bigwigs in the service providers don't care. They can't bear the thought of putting their databases right - they would rather let the customers suffer and put it right case by case.

BT_company_representative

Hi everyone. If any of you are having issues that you would like me to look at you can send me a PM and I’ll be happy to chase anything up for you. Alternatively this information can be sent in an email to forum.moderation.team@bt.com . Thanks Rodney

JustPassingBy

BT_company_representative wrote: »

Hi everyone. If any of you are having issues that you would like me to look at you can send me a PM and I’ll be happy to chase anything up for you. Alternatively this information can be sent in an email to [EMAIL="forum.moderation.team@bt.com"]forum.moderation.team@bt.com[/EMAIL] . Thanks Rodney

Hi Rodney, nice to hear from you and Robbie in this thread. How do feel about an issue being kept in the forum and you and your colleagues contributing positively to it here? There is a general point of interest to everyone brought up in the first and other posts which might benefit from your input.

cogito

Brilliant. BT has automated call centres and now they have automated email responses.

What is the point?

BT_company_representative

Hi JustPassingBy,

We are happy to post publicly to help all our customers with the same issue however with this particular issue it is seen that we will need each customer’s private details to help them resolve their complaint, although the query relates to the same problem.

We will then post the out comes of each customers resolved problem to see if it can help others within the thread.

Thanks Natasha