Student having major problems trying to get BT to connect phone line

Chris_Kirkman

Firstly, I’m sorry this is such a long post but it is an ongoing saga with the morons at BT

I'm posting on behalf of my son who is a university student. Just started his second year and moved in to a house with 3 friends. There is a BT line which is not active, there is a dialling tone but if he tries actually dialling a number gets an automated message with number not valid or something similar.

He has been trying to for 2 or 3 weeks to get BT to activate the line. Each time he calls them it takes around 1 1/2 hours to actually speak to somebody. First time he was given a date and told they needed to take £25 deposit which would then be taken off his first bill so gave debit card details. Phone wasn't working on due date so called again and was told the money had been taken off his card and line would be working in a few days. Checked his account and nothing had been taken off his card. Phoned again, this time he was told that somebody had put a block on the account so nothing had been done. Block was removed so money could be taken from account and phone should work soon. Still nothing. Phoned again and this time told that account was still on hold he needed to give card details again and phone would be working in a matter of a few hours. Did that but still no working phone. Phone again and this time told that the previous payment had been cancelled immediately when they tried to take money from account and he needed to use a different card so this time gave them a credit card number. Promised phone would be working in 2 days. That date passed 4 days ago.

This is getting absolutely ridiculous; he cannot afford the cost of calling them from a mobile so is now each time he calls them he has to spend around 1 1/2 hours in a payphone. Every time he has been given a promise that his phone line will be working on a certain date and every time they break their promise. On one occasion he spoke to somebody who seemed to be in an Indian call centre and was told to have faith in BT, it will be done when they say!

The minimum contract he has to take out is 12 months but as a student he will only be in the house for 9 months (nearer to 8 months now) so as each day goes by he is losing out and will have to pay more for something he won't use.

By the way in case you're wondering there is nothing wrong with his bank account and no reason why they should not be able to take payment from him.

He can’t afford to keep using his mobile phone so each time is having to spend around 1 1/2 hours in a payphone. To say that this is extremely frustrating is an understatement and he is reaching breaking point with these people. How can he get some action taken and make them to do what they say they will do.

Thanks for any help or advice
:mad:

utilitybroker

BT has set up a dedicated website for people experiencing problems with the installation of a new BT line: www.bt.com/newcustomer

Stuart_W

A simple solution to bring sanity to getting a new line installed I have found is to call the Phone Co-Op - 0845 458 9000. For starters, a real person will answer the phone, quite swiftly, and they just sort it out.
If there is a currently installed BT line that just needs to be activated, the Phone Co-Op will activate it and there is only a three month minimum term. This would be suited to the needs to described.

www.phone.coop

Three month contract confirmation:
http://www.phone.coop/residential/linerental.html

Proof I'm not making it up:
http://www.phone.coop/residential/testimonials.html

Having gone through customer service problems in the past, I think the phone co-op are fab. They're not the cheapest, and don't claim to be, but they just do what they say they do, and do it well.:D

Chris_Kirkman

Thanks for that Stuart_W I'll definitely give them a call having spent another hour on the phone to BT yesterday and no satisfactory answer but they did promise someone would call back within 48 hours so probably yet another 2 days waiting.
Going to call PhoneCo-op today.

Ypaymore

Phone Coop shared billing very good for student houses .

See: http://www.phone.coop/residential/telephone/shared.html

Chris_Kirkman

Thanks for another useful tip.
Phoned them today and when I told them the BT phone number of the house they informed me that BT needed to send engineer to the exchange to make the line active (even though the 17070 test gives the number) This would cost £116 and it also means there would be a 12 month minimum contract not 3 months.
Not quite as good as it first seemd but as BT are still dragging their heels I think this is going to be the best bet.