BT Connection Charges (merged threads)

Ubees

Hello,

I was wondering if someone could help me?

I've just moved into a new rented house , and it seems the previous tenants had a BT phone line (BT Socket etc).

I rang 17070 and got the telephone number, so decided to get a new line from BT for 12 months , (rather than getting the free line connection for 18months) seeing as i thought i'd get the line re-connection free anyway.

So i placed an order on the BT website (via cashback website) and everything went smoothly . :T

The next day i got a phone call from a lady at BT to confirm my order , she did try and make me pay the connection charge , but i pointed out the fact that there is a dialling tone plus i gave her the number i received after 17070.

She then said she'll go and check and if i don't hear from her that means i won't need to pay the fee. :T

It has now been 7 days and i've heard nothing back , not even an email to say "all systems go" .:(

I do have a BT.com order confirmation email with a BT.com receipt number. (i'm guessing this doesn't count as an order number ?)

I did try ringing BT and the guy on the other end said they have no records of my order . Despite the fact i'm looking at it now

Could someone advise me on what to do please??

Should i just start from scratch and re-order, including going through the cashback website (It did track the 1st time around though )

Thanks in advance :cool:

Heinz

Don't re-order. Wait for BT company representative to come on here and offer assistance.

He/she will ask you to PM them with the details (the phone number/order number etc.) and should be able to sort it out for you quite quickly.

BT_company_representative

Hi Ubees

Sorry you never received further contact, not good at all. Pm me with the order details and your new address and I'll have this chased up for you straight away.

Stuart

Ubees

Thanks for your help BT Rep :T , i've sent you a PM.:j

rcgood

Moving into anew build with a bt open reach connection box outside.
Q: I want to minimise the time i have no phone line when i move in, so far BT have estimated between 5 - 16days to activate.
Once i have my completion date and moving date confirmed. i:e two weeks before. Can i ask BT to start the line activation, or do i need to be in the house?

Heinz

The Openreach engineer plugged a phone into the master socket to test the line when I had a new build installation 6 years ago.

Although the interior wiring is not BT's concern, I'd imagine proving the line as far as the master socket is a requirement for a new build.

BT_company_representative

Hi rcgood,

It's hard to know from your post if wiring actually exists at the property. Would you email your address details to forum.moderation.team@bt.com and we will check how long an order will take to complete. Please also include a mobile contact number incase we may need to speak with you. Would you also copy in details of your query and mark the subject FAO Donna. If you prefer to PM us please do so.

Many Thanks
Donna
BT Support

RedKev_3

First time poster...be gentle!

My experience almost mirrors that of Northern Monkey. I called BT as soon as I moved into a new apartment, at this stage I wasn't sure if there had been a BT line in the property but I did have a dial tone. When I initially called to speak to an advisor I was told that as there was no record of a BT line at the property I would be charged a connection fee, I then said that I was not prepared to pay the connection fee the advisor basically said fine, bye then!

Undeterred I called back the next day and I was told the same thing, that there was no record of a BT line at my address, again I challenged this as I was sure that the previous tenants had a BT line (although at that stage I couldn't say that with any certainly) and was offered the free connection offer with the conditions(10 chargeable calls a month, 18 month contract)

The next day I was surprised to see a BT letter drop on my doormat addressed to the previous tenant, when said tenant arrived to collect the mail he told me that they had a BT line active until a couple of days prior to me moving in.

Since the fee has been waived you may wonder why I have an issue but I now feel that we should never have been liable for the charge in the first place and therefore shouldn't be subject to the conditions of the free connection offer.

Anybody else had a similar experience?

BT_company_representative

Hi RedKev

Can you drop me a pm with some details would like to take a look at this for you.

Stuart

madmos5y

Hiya,

Been tasked by the other half to get a phone line sorted for her new flat which she moved into on friday last week, so i hoped onto the internet and arranged for a BT line to be installed.

The property already has a BT socket and the line has a dial tone. I was shocked to find out BT want to charge 122.50 for activation. Im almost positive that I never had to pay a fee like that when I had my line activated years ago by BT.

As an engineer shouldnt be needed, surely its just a matter of flipping a switch to activate the line, that cant be £122.50 worth of work!