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

Bloemfonten

Thank you - very useful advice :-) I have a date for the OR engineer to visit now but have been told they're coming to install a brand new line into my property... so I will have to wait and see what happens!

Bloemfonten

Colin_Maybe wrote: »

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.

I spoke to Ofcom who said there is an 'industry procedure' that PlusNet should have followed right from the start. It is there to 'prove to OR that I am the legal renter of my line, even if I am not the current user of it'. OR would then have the ability to take my line back immediately, which unfortunately for my neighbour, would mean them losing their line. PlusNet are already talking about compensating me I think because they didn't follow the correct procedure in the first place and instead they tried to ask BT for it back (presumably because this was the easiest course of action for them).

Bloemfonten

onomatopoeia99 wrote: »

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.

Thank you for the definition of 'Slamming' that's very useful to know. I am just repeating what PlusNet have told me. I don't know if it is relevant, but my neighbour's line went live BT on the same day that mine went dead with PlusNet and I've been told this was because BT were told my neighbour's house was incorrectly named, so they have now (having taken my line) renamed my house on the (BT/OR?) 'system' to that of my neighbour's house so they clearly thought my line belonged to my neighbour and they were just correcting an incorrectly named house. I don't think BT thought they were 'Slamming' my line as they probably believed that it was my neighbour's line so they were just taking what was already theirs. A little investigation, such as ringing the number, however, would have informed them that they had been given false information and I wouldn't have been without telephone or internet for the past 3 weeks

Bloemfonten

zaax wrote: »

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

That's correct, I do. So I've no idea why they're telling me they need to install a brand new line! OR didn't come onto my property or tamper with my cables (which are all buried underground). They simply did something at one of the junction boxes, and all I want is for them to come and undo whatever it is that they did

Bloemfonten

AndyPK wrote: »

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:

I've put an extra 40GB (which I doubt i'll be compensated for) onto my mobile phone and i'm using it as a hotspot so my computer can connect to the internet. Fine for a few emails, but not fine had I still been a SE Software Tester!


No, the neighbours were given a new number when BT took over.

Slithery

How are you contacting Plusnet?


I had exactly the same issue a couple of years ago. Repeated phonecalls over a few weeks just led to nothing but as soon as I posted on their forums it was sorted out by the higher ups in a couple of days.