BT phone line reactivation

DrScotsman

For the record SGE1, the discussion at the moment is a bit of a moot point (not that I'm suggesting to anyone we end it!). You should write a formal complaint to BT based on the points I have raised. If BT don't resolve your complaint, you then go to the ombudsman (Otelo I think it is). Only if Otelo don't resolve this do you actually have to consider the discussion here, as up until that point you will have not actually lost anything attempting to complain (except maybe a few £1.14 recorded delivery letters), and even if you think you have a rock solid argument you may still decide against going to small claims court (I believe the fee you risk losing is at least £30).

If you're scared of being disconnected or something while this complaint is going on, I don't see anything wrong with paying the fee temporarily as long as you make it absolutely clear this is a payment under protest (not sure the best way to do that mind you...request a receipt acknowledging it's under protest?)

SGE1

Thanks Dr Scotsman. Frankly, I'm astounded at some of the comments made here.

Firstly, I moved into the property on 27 October. The engineer came on the morning of 28 October (and that was m trying to be organised, setting up the new phone asap. How ironic). Forgive me if, while surrounded in boxes, having slept on a ball in the floor the night before, I didn't think to check whether what BT had stated was correct before the engineer came, and I didn't think to test the dial tone. I assumed BT were right. Generally, I don't presume incompetence, especially on a technical issue I have no expertise in. I've obviously learnt my lesson. Aside from the fact that I wouldn't even know how to test a dial tone if I tried. Should I be punished just because I'm not very good at this sort of stuff?

The second point is that most of the comments here assume that the engineer wasn't being truthful. Why on earth would he not be? He's more competent that I am in this area. If a professional tells me something, again, I tend to think he's right. I don't think that's outrageous. The possibility that BT have accidentally fudged their records appears to me to be infinitely more likely.

I'm therefore taking the following as a fact: BT said that needed to provide A. I agreed to the connection fee for the provision of A - which I believed was necessary, and I believe it was necessary because they told me it was. It turns out BT (according to the engineer - saying he was fibbing is now descending into fantasy) only needed to provide B; and B is not something customers have to pay for, according to the BT website.

I don't understand why some people are disputing a fundamental consumer right - that you shouldn't need to pay for something that wasn't provided. If you book a sea facing master suite in a hotel, but on arrival get put in a tiny single facing the car park, would you expect to pay the premium related to what you thought you were paying for? I don't know many who would. I can't think of anymore analogies to make the concept clearer.

Most of the comments here also completely ignore what I've painstakingly tried to explain, and just repeat the same thing over and over again, that I "agreed to the terms". I can only refer them to the above example and hope the message gets through.

Oh and by the way, I'm a she, not a he!

syko29793

This seems to be turning into an argument between ourselves and not really helping anyone.
It seems that a lot of people think that a dial tone means free reconnection but this is not always the case.
A line has to be suitable for takeover (no faults or damaged cables etc) This is confirmed when you place an order as a line test is done at point of sale to check if charges apply or not. If charges do apply they are confirmed at point of sale.

I see op point that no obvious work was done to connect so they cant see why they were charged but the order was raised with an engineer appointed so would carry the charge for the engineer visiting and also work done at the exchange to reconnect. The engineer is from Openreach so shouldnt be commenting on charges to reconnect a line as he/she is not part of the business that you have agreed your contract with. example .the Openreach engineer would not have commented on costs if you had arranged connection with another service provider other than BT (talk talk/sky etc) and BT retail are no different.
BT will offer to change your contract to give you free connection charge offer but that comes with certain terms you might not want to agree to so check them before changing anything.

On the other hand if op was told a brand new line would be installed and it was not then this is a fair argument and you should pursue the complaint as you have not got what you were told you would get when you placed your order.