Very frustrated! My phone line got disconnected immediately after calling BT!

lumscx

i moved to a flat last month and found that there is a BT line and sockets in the flat but no dial tone. Therefore I called BT and ask them to get my line enabled. I was informed by the BT CS that I will have to place an order for reconnection and the connection fee will apply . Fine, so I placed an order at the end of May and got advised the telephone number and an appointment with the engineer visit at the end of June.

Two weeks ago I tried to plug the telephone in the socket and there was dial tone! I can make and receive calls using the telephone number that was advised when placing the order... I dialed 150 and the BT CS confirmed me that the line was indeed connected and therefore engineer visit will no longer required but however they will still charge me the connection fee..:( .

OK. Then I tried to order a home broadband service from O2.. And I was informed by O2 that my telephone hasn't been activated by BT yet and I will have to contact BT regarding this.. at which point i got very confused.. :mad:

Called BT yesterday, spent 3 hours to talk to 3 different CS agents and got different answers... One of the CS manager said that she will forward my case to the offline team to deal with and I should expect a call from them by the day but I never heard from them..

The most frustrated part is that after I finished my last attempt to call BT on the day, my phone line got disconnected!!! :mad::mad:
I can no longer hear dial tone nor can I make and receive calls using the number advised before anymore...

Now i got a dead telephone line.. check my original order status on the BT website and see that has been cancelled! After the bad experience with the BT CS this morning, I really don't know what the situation is and who i should contact to get the problem sorted..

I am not sure if anyone on the forum can point me to the right direction?.. At least a BT contact that would not stop my phone line service without any prior notice...

BindyB

We have just had the very same issue with BT (although our 'non existant' phone line is still mysteriously connected!)

I actually started a thread about it the other day as I got so confused by it all:
https://forums.moneysavingexpert.com/discussion/2534531

We spent a total of around 5 hours on the phone to BT trying to rectify the issue and got absolutely nowhere. We have given up, it's hopeless, and have instead ordered a brand new line and broadband from Virgin who are setting it up at no cost to us and for just 50p per month more than the BT / 02 deal.

However, my husband is fuming and doesn't like just giving up so has sent a very long and detailed complaint email to BT's CEO. He got a reply within 15 minutes saying he would look into the issue - whether anything will be resolved remains to be seen. But unless they offer a huge reduction in price and get it set up within a matter of days, I'm reluctant to have a contract with BT at all. If it is this hard to become a new customer, just how difficult is it going to be to get any problems sorted out down the line, once we are tied in to a contract!

And quite frankly, some of the posts I have since read on this forum regarding BT are simply shocking!

JBeadle

I just posted my email i sent to BTs CEO on the other post

BT_company_representative

Hi lumscx,

I would like to take a look at this for you to see what is happening with your order. Please could you email me your BT account details, along with a link to this thread? My email address can be found by clicking on my profile.

Thanks

Paddy,

lumscx

HI paddy,

my order details sent as suggested...
hope this can be resolved before my last resort to the CEO...

lumscx

BT_company_representative wrote: »

Hi lumscx,

I would like to take a look at this for you to see what is happening with your order. Please could you email me your BT account details, along with a link to this thread? My email address can be found by clicking on my profile.

Thanks

Paddy,

Steveseven

Go to Ofcom and Otelo , read my thread on BT small claims court.
Its amazing that this type of "fault" appears on here, time and time again.
Its almost as if BT dont like there customers.

anewman

And although very helpful, it only goes to shame BT that MSE needs a BT representative looking out for posts on BT issues people have. Why one phone call can't sort things out I'll never know!

lumscx

Thanks JBeadle/Steveseven/anewman..
I tried to email the BT representative but without any reply from them...
So as advised by my friend, sent my complaint email to gavin patterson who is the CEO of the BT retail business I hope they can really take this seriously and get my problem sorted