BT Connection Charges (merged threads)

lovelldr

Hi.

I moved into a new property over three weeks ago, and about a week before we moved in, phoned BT to get the line moved over.

They then told me (to my horror) that it was going to take about 4 weeks to do. They said:

BT wrote:

It should be installed by the 13th September. It will usually be done before this date, but it should be working by then.

Anyway, on the 13th, I called the number by lunchtime, and there was a ringing tone, but no answerphone. Thought that the answerphone had probably turned itself off since hadn't set it since we moved.

Anyway, got home, and no connection. Yesterday, got to work, phoned BT and asked them what's happening. Told "don't know, they were meant to call you back first thing, someone will call by lunchtime". Comes lunchtime, no call. So I phone again, and get told that they need to do some work to it, and will call me back to let me know the situation later in the day.

Later that day, I phone BT before going home from work (as still no call), and get told that they weren't meant to be calling me back!?! Anyway, block was helpful and told me that they need to contact contractors to see when they can do it, and will call today to let me know what's happening.

I get angry saying that this was meant to be installed yesterday, why's it taken so long, why no communcation to me (I have to call them all the time), what's being done. Crap answers.

Today, he calls me back, they're working on it today, will get back to me (probably on monday) to check whether it's worked. Everytime I try to complain, they just tell me I will get compensated for everyday I'm meant to be with them but not got service. This equates to about 40p a day the supervisor or whoever she was told me. So this is basically the line rental they are compensating me. Why am I not being compensated for the !!!! up?! For my calls to them all the time! For them not installing it on time!?

I asked them to waive the £125 connection fee and/or the 12 month contract, and she said she cannot do that! So what is my best course of action?! Because BT are a monopoly, they get to do whatever they like. I would love to go to another company for the installation, but I can't! So what am I meant to do?!

Cheers guys!

TrulyFaithful

Hiya,

Just a quick note so that you know a bit more about what you are calling BT.

If there is already a line in a property (Regardless of provider) you SHOULD NOT be charged to be connected to BT. The charge should only be charged if it is a BRAND NEW installation. For example it is a new build, or has never had a phone line on the BT network.

As for the point that was raised about BT monopolising, this is not really true anymore. BT No longer connect your line. The majority of engineers now work for "Openreach" which deals with the lines from the exchange to your house.

The easiest way i have to describe this to you is using the gas board as an example.

Transco take care of all the pipes in the group, and change meters etc, but you get your gas supply for British gas, powergen or the link.

It is the smae now with phones. Openreach deal with the wires from the excahnge to your house, and you get your line from a provider. So, the connection fee does not really go to BT it goes to openreach and regardless of provider, if it is a new installation openreach charge them all the same. Some may subsidies the charge so the customers dont pay as much as an insentive, but like i say, BT, as such, dont really so the money.

I hope that makes sense....

Cheers



J

espresso

TrulyFaithful wrote:

Hiya,

Just a quick note so that you know a bit more about what you are calling BT.

If there is already a line in a property (Regardless of provider) you SHOULD NOT be charged to be connected to BT. The charge should only be charged if it is a BRAND NEW installation. For example it is a new build, or has never had a phone line on the BT network.

Sorry but that statement is rubbish! You are saying that if a line exists to the property but it is connected to an alternative operator i.e. a cable company, then you should not be charged. If an engineer has to visit to re-connect a BT line to existing sockets etc. then BT would charge for this. Only if an engineer does not need to visit, would re-connection be free. i.e. they can re-connect a working line but unused at the exchange.

As for the point that was raised about BT monopolising, this is not really true anymore. BT No longer connect your line. The majority of engineers now work for "Openreach" which deals with the lines from the exchange to your house.

It doesn't matter what the various different departments are called within BT, it is still part of BT, as opposed to an alternative telecoms operator.

The easiest way i have to describe this to you is using the gas board as an example.

Transco take care of all the pipes in the group, and change meters etc, but you get your gas supply for British gas, powergen or the link.

It is the smae now with phones. Openreach deal with the wires from the excahnge to your house, and you get your line from a provider. So, the connection fee does not really go to BT it goes to openreach and regardless of provider, if it is a new installation openreach charge them all the same. Some may subsidies the charge so the customers dont pay as much as an insentive, but like i say, BT, as such, dont really so the money.

I hope that makes sense....

No not much. The gas supply situation is totally different and is not a fair analogy! With gas, every customer receives exactly the same gas, regardless of who they choose purchase it from, which is definitely not the case with a telecoms provider!

Cheers


J

:rotfl: ..........

TrulyFaithful

Obviously by the way you worded your reply you have no grasp of how BT work....

BT dont charge if there was already a telecoms line (previouslt owned by BT, now owned by openreach) into the premises and the wires internally still exist. (Cable is different!)If the wires to the house have gone faulty, or have been used by another hose you should not get charged.

And for the gas network example i used openreach wires work in exactly the same was as the gas pipes no matter what go through them. Transco own the pipes themselves and openreach own the wires.

You may want to check your facts.



J

espresso

TrulyFaithful wrote:

If there is already a line in a property (Regardless of provider) you SHOULD NOT be charged to be connected to BT. The charge should only be charged if it is a BRAND NEW installation. For example it is a new build, or has never had a phone line on the BT network.

This is incorrect, often another provider will cut the BT line and connect their cables to the existing sockets within the property. Therfore BT would need to rectify this by visiting the property and this would be chargeable!

:rolleyes:

movingforward2010

im not overly fussed about the £125 one off payment, however i think £11 amonth is a lot, i would like to see free local weekend or evening calls , or.. both included in the £11p/m.

I pay my mobile phone company £35 a month but i get 500mins and 500 texts for that, plus the mobile service

bbb_uk

espresso wrote:

This is incorrect, often another provider will cut the BT line and connect their cables to the existing sockets within the property. Therfore BT would need to rectify this by visiting the property and this would be chargeable!

Not strictly true - well at least it wasn't when we moved from cable to BT. We had our lines cut by cable (didn't realise) but despite the messing around that BT did, they didn't charge us which surprised me really. I was informed by the engineer that was here most of the afternoon that he thinks BT would claim damages from cable for them cutting BT's own cables which is the property of BT.

I do, however, believe this has changed now and that BT are being more strict on whether a reconnection charge will apply for anything other than a straight-forward changeover. This is probably because of the time/effort/resources needed to claim against cable is too much so instead will just bill the customer for work as if its a brand new connection (easiest way).

TrulyFaithful

Thanks for the support.
Openreach are quite resonable, and i know it shouldnt matter, but it all depends on the engineer. Most of us are quite good and if it isnt your fault we dont charge. Especially if it is cut by a cable company, like the last person said, we try to claim from them.

Cheers


J

lovelldr

Isn't openreach owned by BT though?

Cus I'm sure everytime I've seen an open reach van, it says "BT OpenReach" on it...

hammy_the_hammer

the example of transco isn't a good one . your bt lines have a 'dedicated' connection from the exchange into the house and at the exchange you can have a variety of services added to the basic line. with transco (formerly known as the gas board ) you have 'random' gas passing the property in a big pipe which is connected to a small pipe going into the property . telephone lines are metered on usage at the exchange ...the gas after your service pipe.
i also don't believe that their would be the opportunity to claim against the cable company for damaging the previous bt wiring when it comes to reconnection of the bt line.