post office to ee transfer without consent

don2345

Hi, after some advice,

A few weeks ago I had a letter from EE with another person name who does not live at the property, that they will takeover my telephone line from the post office. I immediately rang the post office and they assured me that the order would not go through.

A week later my line got disconnected. Rang post office, they said EE had taken over the line with a new number. Rang EE and they said if I had told the post office about not switching it's the post office fault. So I was getting frustrated going backwards and forward. I wasn't happy especially they disconnected my telephone number which i had for over 20 years and post office said they cannot get the number back. I have complained to the post office with no reply whatsoever.

Then all of a sudden my telephone started working but with another telephone number. Rang post office and they said they are not aware of the line and it is not with them. Few day later EE sent a letter saying that i owed payment for the new number and they have disconnected the line.

The whole thing has been really frustrating and unbelievable. We have lived at this property since 1984 and cannot understand how EE originally transferred the line with an unknown person who has never lived at the property. There only answer was that it passed credit check!

I really want my old number back but have been told by post office that it will not be possible. Really annoyed as I will have to tell everyone the new number plus the fact that my mother and sister have to attend doctors/hospitals for appointments. What should I do?

iniltous

Did you get a letter from the Post office saying 'sorry you are leaving, if it's a mistake or you have changed your mind to call them to stop the transfer' or was the EE letter ( not addressed to you but with your address on it presumably) the only letter you got ?
If the Post Office didn't send a 'sorry to see you go' letter, then you were not migrated against your will, but someone ( presumably the person named on the EE letter,) ordered a 'new' line at your address by mistake or maliciously
if your address is a little out of the ordinary , like ' top floor flat' , or 'apartment 3b' or 'Rose Cottage' addresses like that can be mis matched when people call EE or any provider for that matter, and they order service for the wrong address and cause problems for innocent party's like you
If you did get a PO letter, and you called to say it was a mistake but they still failed to stop the migration, and the number you had with the PO was originally a number from someone else (probably BT) then that number will have been returned to the original provider (BT ?) and if you wanted it back, you would probably have to ask for service from that provider, (not the PO) and request that they allocate that specific number, rather than just allocating the first 'spare' number they come across

Bryan_Rendall

Anything could be possible with Post Office. I reported my Home Phone line faulty and basically unusable on the 10th of February (yes, February), and they still haven't fixed it. Meanwhile, in the process of trying to, they have disconnected the broadband, which comes from a different provider.

Post Office's "care not a jot" attitude has been outstandingly bad - I spoke to another service provider on Friday about switching to them, and they described the current level of service as "disgusting". I agree with them.

For a line that is basically unusable (it crackles like mad and drops the calls randomly mid call - Sometimes there is no dial tone, sometimes incoming callers get NU or engaged tones, even when the phone is on the hook), 7 months is a long time to wait.

The only real action from Post Office appears to be on Friday, after I told them that Trading Standards were now looking into it. That, after reporting the case to the Ombudsman back in May and finding that they haven't even assigned it to an investigating officer yet, and even when they do it could be a further 3 months before they issue any "judgement". Since Post Offfice got word that Trading Standards are involved, they suddenly seem to be sitting up and taking notice. Nothing fixed yet, but they have been calling.

In that respect, to the OP, it seems like you will get nowhere with them unless you report the matter to Trading Standards. Forget the Ombusdman, which seems to be nothing than an enormous waste of space (and no doubt taxpayers money)

AndyPK

Isn't it up to open reach to sort ?

As long as they have passed it onto OR, its difficult to see how the PO could cause such a delay?

Hope you get it sorted though

Bryan_Rendall

It is Openreach to fix it - The issue is that you can't speak to them directly, and even if you gather the mobile numbers of the technicians, they cannot do anything without a job being sent to them, and that has to be done by Post Office.

For the last almost 7 months, its just been a constant circle of;

* Call Post Office to find out progress on fault
* Post Office saying that the fault has been resolved "some time ago" and the fault is closed
*Telling Post Office, not its not
*Getting cut off on the call due to the fault....
*Calling Post Office back again to tell them its still faulty....
*Post Office running repeated "Line tests" and saying they come back good.
*Losing the call again......
*Post Office calling back this time, and saying they will raise a fault with Openreach to have it looked at
*Repeat from step 1 above, ad nauseum

An Openreach technician at the house a couple of weeks ago said that this was the first it had been passed to Openreach - To give him his due, he stuck with the fault for 2 half days, opened up manholes along the road, after fixing a few minor issues on external cabling along the road, declared the wiring from the exchange to the house good, but the "concentrator" in the exchange problematic. In trying to deal with that, the ADSL got knocked off. Since the job has now again been closed, I have been trying for nearly 2 weeks to get Post Office to raise a new ticket to enable an Openreach person to go back to the exchange. Its like getting blood out of a stone though! Meanwhile, I have to raise a fault with my ISP to get them to also get Openreach to go to the exchange to deal with the ADSL side of it.

It would be a lot easier if we could bypass Post Office and just speak to Openreach directly.... Post Office just seem to want to run endless line tests and close down jobs without actually doing anything.

Bryan_Rendall

Thats the 7 months mark since the fault was reported to Post Office Phones and still not fixed. The ADSL fault was reported to the ISP, Andrews and Arnold, but they say they cannot raise a fault ticket with Openreach until Post Office clear the fault with the basic line. So for the last 7 months, a largely unusable phone line, and for the last 4 weeks, no broadband.

Meanwhile, I have got myself a 4G EE dongle which is plugged into the router, and back online again. Looking at the original title of this thread, its a Post Office to EE transfer, but not so much without consent but due to Post Office being the biggest shower of useless so and so's I have ever come across! :rotfl: