Phoneline 'Slammed' AKA stolen from me by BT and given to my neighbour!

Bloemfonten

Hi - I wonder if anyone can help...

On 01/03/19 my phone line & internet disappeared because a new neighbour had instructed BT to connect their existing line (one has been in their house for the last 30 years), but instead of doing that, Openreach disconnected my line and used that instead without asking me first. This is known as 'slamming'.

My company (Plusnet) applied to BT to get my line back, but my new neighbour refused, so I'm told my only option now is to get a new line installed.

I spoke with Ofcom who informed me there is an 'industry process' Plusnet should have followed to prove it was my line in the first place. Once proven, Openreach would have had to return my line to me without BT's consent. However, in the 3 weeks I've been arguing with Plusnet and my neighbour, BT have renamed my line and are not taking responsibility for their error (blaming Openreach instead).

Plusnet are telling me they cannot speak to Openreach about a problem they may or may not have created whilst working for their customer (BT) due to GDPR. Neither can they speak to BT about one of their customer's (my neighbour's) lines due to GDPR. I cannot speak to Openreach or BT and was advised by Ofcom to escalate the complaint through Plustet, who didn't cause the fault in the first place, but maybe could have handled it better as soon as they found out.

I've ordered a new line yesterday because Plusnet told me this is the quickest way to get back on line. However, it may also require new cabling (nobody can tell me until an Openreach engineer visits and this can only happen if I order a new line installation) which I don't want as all the existing cables are intact, buried under my driveway and house.

I'm awaiting a call back from a Plusnet level 2 manager but just wondered if anyone has any helpful advice as I feel like I've been going round in circles and am probably missing something!

Thank you :-)

[Deleted User]

They're quite correct that you can only talk to Plusnet and not BT or OR, there's also no point in blaming your neighbour or talking to them as there's nothing they can do either (it's hardly their fault).

Just be patient and wait for OR to come back to you via Plusnet. Obviously you won't be paying for this and I dare say Plusnet will be pliable if asking for some credit.

onomatopoeia99

Your contract is with Plusnet, it is up to them to sort it out with their supplier (BT wholesale and / or Openreach) on your behalf. Plusnet certainly can talk to their supplier, GDPR does not interfere with that.

You have no contract with BT Retail, BT Wholesale or Openreach so they won't deal with you. You have to pursue this through Plusnet.

What has happened to you is not "slamming" BTW. Had your line been slammed, you'd have found yourself still having service but with a new ISP, without agreeing to the switch.

Comms69

Let's hope that neighbours house doesn't get burgled next time their on holiday - I wouldn't be in a rush to call the law...

[Deleted User]

Comms69 wrote: »

Let's hope that neighbours house doesn't get burgled next time their on holiday - I wouldn't be in a rush to call the law...

What a silly post, in what way were the neighbours responsible?

AndyPK

Think I would have ordered a 4G mobile dongle while they sorted it out.

So, has your neighbour got your phone number? If yes, you could connect a router at their house and use the Wifi :rotfl:

Dean000000

Colin_Maybe wrote: »

What a silly post, in what way were the neighbours responsible?

I don’t think he’s claiming they are responsible - just that they haven’t won any favours by refusing...

I’d be in the same boat - fine spite me, but don’t expect me to go out of the way for you again.

Lucky I love my neighbours

zaax

The line physically goes to you house, so unless BT openreach dug up the cables you still have line to your house.

AndyPK

I think the line still goes to the phone cabinet on the street.

Chino

Colin_Maybe wrote: »

there's also no point in blaming your neighbour or talking to them as there's nothing they can do either

Colin_Maybe wrote: »

What a silly post, in what way were the neighbours responsible?

Whilst the neighbour may not have caused the problem, it appears they could have helped with its early resolution:

Bloemfonten wrote: »

My company (Plusnet) applied to BT to get my line back, but my new neighbour refused

esuhl

Vodafone tried to take the line off me when they were unable to cancel a migration request.


I had to speak to BT/Openreach and get them to use the "line slamming" procedure to reinstate ownership of the line.


A bit different to your situation, and technically Plusnet should be sorting this out for you. But they need to tell BT/Openreach to restore your line.