Stressed at BT

Mupette

I will be moving home in a week and a half.

I rang BT last week to tell them my new home needs a new line (new build)
twice last week they could not correctly put the new address on the system, and again 3 times today, was kept on hold for 40 mins then line was cut off, same again now been on hold for 20 mins and line has gone quiet and waiting for the line to be cut again.

Problem is I really need this line, i am disabled, currently having a relapse due to the stress of moving, and bt are faffing this line installation up because open reach can see the line but the sales team need to keep inputting it.

The way things are going i won't have a telephone line there.

Please help me with some advice please

mrtom21

You are gonna need an advisor who knows what they are talking about. Maybe emailing a BT rep may help you. New build connections take 15 working days which is quite a while but cannot be brought forward. The engineer appointment booked needs to have notes stating this is a new build otherwise the order may fail or be delayed even further. A connection charge normally applies to new build connections. Any information you can give them will help such as plot number, property developers and a number to contact the property developers. Hope this helps.

BT_company_representative

Hi Mupette

I would like to offer some help with this to get your Home Move order placed can you send me an email to the address in my profile and either myself or a member of my team will get back to you.

Thanks

Stuart

mrcow

Do Virgin Media operate in your new area? I've always found them great.

If BT can't be bothered/are too incompetent to get your order correct, don't give them your business.

Mupette

BT_company_representative wrote: »

Hi Mupette

I would like to offer some help with this to get your Home Move order placed can you send me an email to the address in my profile and either myself or a member of my team will get back to you.

Thanks

Stuart

i have sent email to requested email addy, thank you for offering to help, lets see if btcare

Mupette

Who would you recommend for your land line,

currently have BT and o2 for bb as i get o2 discount.

my new place no line, BT want to charge £125. (They asked my elderly neighbour for £160 odd, she told them to sling their hook and went to virgin) for connection to my rented property, fine if i have to pay i have to pay, but seeing as it's now been a week and even today's calls, from bt care who have tried to help, i see BT are just running around in circles going over the same thing that i was promised last week, and the need to have that line in by the 22nd i can be realistic and see it is not going to happen, BT you have until Friday with a time and date for phone connection.

so whilst we sit and ponder that one, who are we recommending for telephone and bb package as obviously i may not be able to bring over my o2,

Mark_In_Hampshire

IDNet for both

Post Office for line, Zen or AAISP for broadband

jb66

I had same problem for my mum, she is flat 4 but on bt system its 1F1 and 1F2, you would think 1F2 is 4 but appears not, another 14 day delay!

Mupette

well it seems my thread on here has actually done some good.

I should have my phone line installed and ready to go on Thursday, 2 days before i am due to move in.

Big thanks to Rodney at BT care,

But why do we have to complain on an open forum before this team come in to help.
Sales team really needs training on how to look after their customers, escpecially complicated ones like new build homes, etc

not all new lines are clear cut. it took a week of stress which added to the stress of home moving, my MS is now causing me much pain and anguish, i am glad this will I hope soon to be sorted, time will tell on Thursday, although the hole in the pavement is still there from when they hit the gas main just a few weeks ago.

will update on Thursday.

For once i did email a company rep, and i am glad i did.

Mupette

Bit of an update on the situation

planned install of line was 20th May....

Engineer arrives, very nice man, connects cable to new pole, then comes to the bungalow, oh he says, it's too low, needs to be above 5.9, then explains about height restrictions etc...

he rang several people above him who all ummed and ahhh'd and one said they would come and look, but didn't arrive until Monday this week.

I moved in on the Saturday.

Monday 2 engineer/supervisors arrive and tell me that it's all ok, i can have my line after all, and that i will not have to wait too long because the job is now over due.

Missed phone call on Tuesday from BT Care asking what was going on.

Today, BT sales, telling me that they have been told to rebook and the earliest is Tuesday 8th June.

Am i happy, no I am fuming i am being told one thing with one department and another thing from the other department


Why can't you guys just bloody well talk to each other.

I have no phone, no internet, my mobile phone bill is going to be through the roof.

You say you are sorry for this mess and say it was this person then it was that person, well enough is enough.

you also talk about compensation, ok drop the £125 connection fee and pay my mobile phone bill for the 20th May until my line is up and running.

Don't even reply to this BT Care as i have had to go to a friends house to post this, and i don't know when i will be able to get back online,

I don't want to hear about who's fault it is, i want to see some action.

Mupette

Even further update, was called last week to be told it would be this Tuesday the 1st, as you can tell nothing happened, although over the top text messages about this thursday... we can only hope ....