Virgin restricting BT landline?

missminx

Trying to help a friend. Elderly lady switched from Virgin to BT. She didn't realise that she had a free TV package included on her phone bundle. Virgin then tried to make he pay for a TV package larger than what was included on her previous bundle because she stopped the phoneline - she had never used the inclusive TV and didn't want it. Virgin were advised of this. They have kept trying to bill her, and she can't get them to listen. They have now managed to block outgoing calls on her BT line? How is this possible? She had paid BT 12 months line rental upfront, and does not owe BT anything. Virgin also told her that she can only call them from a Virgin phone and to find someone who has one so she can call them? This seems bizarre. Trying to get her landline sorted as the family are concerned because she lives alone.
Sorry if this is a little muddled. Please ask if I've missed anything that may help.

macman

I'm muddled too. If she is on a VM cable service, there is no way VM can block her BT line, it's an entirely separate service.
Are you sure it's not just a coincidental failure of her BT line?
Since she's on BT, surely the first thing to do is to call them?

missminx

They did call BT, who said they would call her back (but haven't). Virgin have admitted to restricting it, and she can't call out... I didn't see how either.

syko29793

Does she pay BT for line rental and have calls through Virgin? The only way Virgin can restrict calls on a BT line is if she has CPS with Virgin on her BT line. If this is the case then BT need to place an order to bring the calls back to BT.

If its a Virgin cable line did she keep the same number when going back to BT?. If not or if a number port has not been done BT may have reconnected a new line with a new number on a separate phone socket. Has she tried any other sockets?

If you speak to BT customer options team on 0800 800 030 option 1 they will be the best people to speak to at BT to resolve.

missminx

She kept her number, and pays BT for both calls and line rental. She paid the line rental in advance.
Thank you for the contact number, that's really helpful. Hopefully they can fix it.