BT Connection Charges (merged threads)

sunnychuckle

I am moving to another property at the end of December so I phoned BT to check if there is a live line in the new property. It was 3(!) days ago and I was told that there was a live BT line so there is no connection fee. I did not place an order at that time as I was waiting for the agent to confirm everything was alright with the moving. I got the "green light" from the agent this morning so I phoned BT to inform them about the moving but I was told that "there used to be" a BT line in the other property but not anymore, it belongs to another company therefore connection fee applies... What can I say, I was shocked and when I started to question the fact that there WAS a live BT line a couple of days ago the customer services representative said she was sorry and I am just unlucky... Now read this carefully: I told her that I am a bit suspicious about all this and was not going to pay anything she said if I was going to somewhere else I would have to pay at least the same amount as to BT or even a higher amount. She even told me that this money does not go to BT it goes to the engineering company and I should be happy as sending out an engineer costs around £300 and BT charges only £122.50! (My question is: how BT make a profit at all??? They pay the rest of the connection charge £177.50 to the engineering company but will get around £140 out of me if I am on a 12 month contract on the basic call plan... Anyone?) OK, so I told her I am still not happy with what she said and still was not going to pay the connection fee and want to investigate this matter further or rather no to use BT just use my mobile, she said "that is fine" and hang up on me... Bit rude...? I rang customer services again, did not mention anything about the previous phone call, and as soon as I gave the property details to the representative her computer system crashed, but she was able to put me on hold and find out that "there used to be" a live BT line in the property (how strange) but it belongs to another company now, but as soon as she said that suddenly got cut off...
Conclusions:
1. BT does not care about their phone lines as the lines can be transferred to another company within 2 days (another companies' engineers work faster!) and BT does not want any notice from them to do this!
2. I am very suspicious about the fact that 2 days after my original phone call the "live BT line" became a "there used be a BT line"... I am going to make an enquiry about this at OFCOM that is for sure...

I have got another story regarding my current property / phone line, this is interesting too, so i'll be back soon to share it.

sunnychuckle

Ok, here it goes my second story. Moved into this property last October and had been told by BT there was no BT line at that time so paid the connection fee, engineer spent 2 minutes and there was a live phone line. Did not check the socket before moved in though, big mistake!!! I did not even think about it was a mistake until this September when letters from BT addressed to someone else but at this address started to arrive. I have sent the first three letters back to BT stating addressee no longer lives here, phoned customer services about it and was told it should not happen again... But had enough and opened the 4th letter ( I know I should not have done it) and it was a reminder to pay the bill otherwise BT will stop the services... Hmmmmmm. That is when I phoned the landlord and was told that the guy whose name appeared on the BT bills was a previous tennant... Another 2 letters came through the post and one of them was asking for a return of an equipment. That was when I worked out that the guy must have had BT Vision. Phoned BT again and amongst loads of apologies I was given a reference number and it should not happen again etc. 2 weeks later guess what? Another letter... Same old story: reminder to pay the bill otherwise services will stop... Did not rang BT this time but it seems this was the last letter, have not had anymore since then. BT must have stopped the services for that guy I guess.
Ok, so my question is: how come BT can tell you over the phone giving them the postcode and house number whether there is a live BT line in the property or not, but cannot realise there is a dead line they are sending bills regarding to??? And that line must have been dead for more than a year as I moved in last October!!! Or was here a live line when I moved in and they just wanted my money thinking I am a fool?
Again, I am considering to go to OFCOM and make an enquiry regarding this.... I have got all the letters as evidence.

discat11

yes, I am, too suspicious, of BT.
I signed up to sky (who have supplied a f**ked box and WILL be fixing this by next week or getting a very abrupt cancellation but that's another story!)
Even though the BT sockets are there and there's a ring tone (doesn't ring out -I've tried!) they told me I'd been cut off by BT (previous tenant) and proceeded to charge me £39 to reconnect me, hmmmm........
Well I used the engineers code today (17070) and there IS a number allocated also to this line.
So, my question is:
WHY am I being charged £39?
Am I really cut off by BT?
Would any other broadband provider charge me to connect the line?


FWIW I think the £125 one off fee quite justified for a new line, but for switching on another tenant/house owner to an existing line is taking the pi**.

billielongshanks

I've had an absolute game with BT.

Moved into a new flat last week - no BT landline. Agreed to the 122.50 charge and for an engineer to come out as I wasn't aware of any other option - was not told any details about the 18 month contract (in which the 122.50 charge is waived). I then received a call a couple of days later saying that they had found a line and that the engineer would no longer have to come out. I assumed this would mean no charge - incorrect.

After lengthy discussion with an advisor yesterday, I was told that I could still sign up for the 18 month contract, despite the fact that my line was due to be connected later that day, all I had to do was call back today. Luckily, I took the advisor's name and noted the time of the call, because...

Called back today - not eligible, as the connection has now been made & I still have to pay the charge. Was told how it wasn't a BT charge, but one made by Openreach (hang on... Openreach is a part of, erm... BT). If a BT line is going to an empty residence, Openreach reroute it to another property (presumably charging £122.50) and then have the cheek to charge some other poor home-mover another £122.50 to re-route a line back into their property.

I don't understand how they can justify this extortionate charge when they are responsible for moving the line in the first place. This is not a charge that should be picked up by an unconnected party.

More than that, I am a long-standing customer of BT, and am appalled by their service (mainly that I wasn't offered the 18 month contract). I'm infuriated over the whole debacle. I'm now awaiting a call back from the guy I spoke to earlier, who's trying to trace the call I made yesterday, where I was offered the 18 month contract.

Judging by the 80 pages in this thread, this is a hot issue, and I will seriously be considering taking it further. I will see what BT come back with and take it from there. Will keep you updated!

Idiophreak

billielongshanks wrote: »

I'm now awaiting a call back from the guy I spoke to earlier,

Hope you got his name and number - "I'll call back" is BT slang for "I'm bored of you".

BT_company_representative

Hi sunnychuckle,
Would you email the details of your current address and your new address to btcare@bt.com. Please include the address details in full including postcode. Also include your BT account details, your forum username and a link to your posts so that I can identify you.
Many Thanks
Donna
BT Support

sunnychuckle

billielongshanks wrote: »

Judging by the 80 pages in this thread, this is a hot issue, and I will seriously be considering taking it further.

I am going to take it further too, and I have even recorded all conversations with customer services... :rotfl:

sunnychuckle

BT_company_representative wrote: »

Hi sunnychuckle,
Would you email the details of your current address and your new address to [EMAIL="btcare@bt.com"]btcare@bt.com[/EMAIL]. Please include the address details in full including postcode. Also include your BT account details, your forum username and a link to your posts so that I can identify you.
Many Thanks
Donna
BT Support

Thank you Donna, e-mail has been sent for your attention in the subject line.

BT_company_representative

Hi billielongshanks,

All orders for lines are subject to survey and because a line may exist at a property that does not necessarily mean that the line is intact at the cabinets or the exchange and in these cases engineer work would be required in order to complete the installation. An engineer will not have to visit a property on every occasion to connect a line. I can arrange the 18 month connection offer if you would like me to do that. Send all of your acccount details to btcare@bt.com. Include your forum username and a link to your post so I can identify you.

Many Thanks
Donna
BT Support

billielongshanks

BT_company_representative wrote: »

Hi billielongshanks,

All orders for lines are subject to survey and because a line may exist at a property that does not necessarily mean that the line is intact at the cabinets or the exchange and in these cases engineer work would be required in order to complete the installation. An engineer will not have to visit a property on every occasion to connect a line. I can arrange the 18 month connection offer if you would like me to do that. Send all of your acccount details to [EMAIL="btcare@bt.com"]btcare@bt.com[/EMAIL]. Include your forum username and a link to your post so I can identify you.

Many Thanks
Donna
BT Support

Hi Donna

I have sent the email as requested

Thanks