How to get BT to remove social telephony tag from line so switch to plusnet can take

Milliemogs_2

Can anyone help.


My mother is trying to move her phone line over to Plusnet and take out broadband for the first time.


In 2005 my parents switched to BT's light user scheme as they did not use the phone much. When BT light user scheme finished in 2008 they were automatically switched them to BT basic (even though they didn't meet the criteria I believe all light users were transferred).


Anyway my father has recently died and my mother contacted bt to change the account over to her name and mentioned that she thought she would no longer be eligible for BT basic. BT agreed and that they would contact her in a couple of months, given the circumstances of her call, to discuss her changing over to another phone package.


As my mother now has my brother living with her she decided to switch her phone to Plusnet and take broadband. She has today had notification from plusnet that they are unable to take over her line due to their being a Social Telephone Tag on the line and that my mother needs to ask for this to be removed, as they are unable to do this.


My question therefore is does anyone have experience of this and who did you contact at BT to get this removed as we cannot face going round in circles with BT customer service.


I found a similar thread saying what a nightmare it proved to get this done but as it goes back to 2011 I am hoping things may have moved on for the better.


Here's hoping someone can help.

eddddy

Hi Milliemogs

Realistically, you're going to have to deal with BT customer services.

Just keep your request short and sharp...

"I want to change phone line providers, but I cannot at present because I'm on BT Basic. Please explain the steps I must follow to change phone providers."

If you want to contact via email or letter (rather than phone), I would just use their 'complaints' form or address...

Go to: https://bt.custhelp.com/app/contact
click on 'Feedback or Complain"
click on "My bill/payments"

JJ_Egan

Via My Account use the Live Chat its easier than the overseas accents .

iniltous

Milliemogs wrote: »

Can anyone help.


My mother is trying to move her phone line over to Plusnet and take out broadband for the first time.


In 2005 my parents switched to BT's light user scheme as they did not use the phone much. When BT light user scheme finished in 2008 they were automatically switched them to BT basic (even though they didn't meet the criteria I believe all light users were transferred).


Anyway my father has recently died and my mother contacted bt to change the account over to her name and mentioned that she thought she would no longer be eligible for BT basic. BT agreed and that they would contact her in a couple of months, given the circumstances of her call, to discuss her changing over to another phone package.


As my mother now has my brother living with her she decided to switch her phone to Plusnet and take broadband. She has today had notification from plusnet that they are unable to take over her line due to their being a Social Telephone Tag on the line and that my mother needs to ask for this to be removed, as they are unable to do this.


My question therefore is does anyone have experience of this and who did you contact at BT to get this removed as we cannot face going round in circles with BT customer service.


I found a similar thread saying what a nightmare it proved to get this done but as it goes back to 2011 I am hoping things may have moved on for the better.


Here's hoping someone can help.

I don't really see why a social telephony marker would stop another provider taking over the line, markers (tags) are normally for broadband orders and are usually things that prevent the line supporting broadband, like DACS, or the line already having broadband, a physical barrier, not a 'customer account' problem
if you just called BT to make the line into a regular line, apart from making it more expensive line rental, it may also start a new minimum term, if it does start a new term to then move to Plusnet or whoever may incur early termination charges, you would be advised to check if you go down this route
If Plusnet won't or cannot takeover the line because of this marker, ask them to issue an order for a new line, and get BT to just cease the existing BT Basic line

Milliemogs_2

Thanks. Really trying to avoid the issuing a new line route as mum doesn't want to lose number she had for over40 years. As she is still dealing with dads estate and receiving phone calls from people she has not heard from for years offering condolences doesn't want to lose touch with anyone.

Really annoyed that plusnet didn't warn her there would be a problem, as she specifically told them she was on bt basic and after probing plusnet own forums see it has caused a problem for others too (though unfortunately the forum doesn't give any clear resolution). If we had known in advance she would have taken bt own broadband, which she can't now do without inncurring charges as past cooling off period for plusnet and they have already started her broadband.

cing0

JJ_Egan wrote: »

Via My Account use the Live Chat its easier than the overseas accents .

Past experience has shown you live chat with someone who has an Indian name who tells you a couple of dozen lines latter you have to ring BT. Useless.