Bt !!

Leavemealone

30th December 2019 - Ordered new Broadband from Bt, been with BT previously but not for the past 5 or so years

10th January 2020 - Old company confirm 30 days notice and that they have released my telephone number back to BT.

14th January 2020 - waited for BT Engineer who never arrived - online said my BT installation was on track before 6pm - said the same next morning!!

15th January 2020 - Telephoned BT - whoops internal communication problem - phoned back later to say new date for installation 26th January 2020.

from then went onto BT forum and got differing advice re; compensation etc. suggested 'threaten to cancel' and you will get better service' Did that received e mail that they will 'phone to talk about it. 3 days later 'we have cancelled your order'.

Contacted Executive level complaints, new order taken - will deliver 5th February 2020.

Today, 29th January 2020 - old service off, letter from BT and this time they have not given me my original number but a new one - so on the phone again, and I would have to cancel the order again, and place a third order, delaying installation again!!!.

OK I can hear you all shouting - "should never have gone to BT in the first place" and I agree, but I am a single female mid 70's and this is just wearing me down.

Now the interesting bit - the reason I left my old supplier was that they have never been able to fix a problem with my router keep 'dropping out' and needing re=booting several times a day.

However, BT told me I needed a new line which I got free with my first order, and it would appear that maybe this had already been done by openreach but never passed on to BT (hence the no show), and over the last 2 weeks my 'old' internet has been fine!!!!!!!!!.

So, here I am, no internet, or landline for the next week and all I did was 'swap' to BT, swapping isn't always as easy as it sounds.

iniltous

If you had a migration order , and were moving from anyone other than Virgin Media, ( you don’t say who the old provider was for some reason ) you don’t need an appointment for an engineer visit, as the work on a migration ( if the correct type of order is properly requested by you and raised by the gaining provider ) , so did you follow the appropriate process, which is contacting the new provider ( BT in your case ) and letting them provide the notice that you are quitting , to your old provider ?
if you contacted your old provider yourself either shortly before or after contacting BT asking for them to provide service, that can mess up the migration, as the ‘old’ provider can issue a cease , which stops the migration, you cannot migrate a line with a pending cease, which normally means you have to wait until the cease completes, then issue an order for a new line, with the lead time’s that come with that

Neil_Jones

What is it with this trend of "my old company"? Why can't people just say "I was with K9 Broadband and I'm moving to Dalek Fibre and.. <insert story here>"?

Leavemealone

I wash with Wightfibre. When requesting the new supply with BT I requested an engineer at £30 as previously said I am a disabled female pensioner and not able to do all that was required inside the properly.

There is no reason to suppose that I did anything other than request a new service from BT and all questions were answered as required on the online application form which form said 'it appears you need a new line' but as you are making a new order this will be included in your order (usual charge £140) In answer to the question therein on the online form I requested to retain my own number.

I did not mention the old provider as it is very small and location specific and not one that (perhaps) many would know - I do apologise if this caused you all problems upon replying. Iniltous and Neil. I am not an avid poster and would know the 'trend of 'my old company' so sorry if I did not follow your prefered wording thus rendering myself 'these people'

Iniltous, I am not sure I follow, surely a customers has to give notice that they wish to cease service and this would be 30 days to ensure not double charging?

I notified them, WIGHTFIBRE as soon as I have a date for the Engineer visit so that I would not pay much in double fees. I was informed by them on 10th January for which they thanked me, apologised that they had not been able to rectify to ongoing problem with their router, and at the same time confirmed that they had released my telephone number to BT. and confirmed my service would cease on 29th January 2020 as per my 30 days notice.

So, are you saying I should not have contacted them to cancel, and just rudely switched and paid double? surely not!

All in all I appeared to have annoyed people by my stupidity and lack of knowledge, rather than reached people willing to help which I thought was the purpose of forums - So sorry!

[Deleted User]

Leavemealone wrote: »

I wash with Wightfibre. When requesting the new supply with BT I requested an engineer at £30 as previously said I am a disabled female pensioner and not able to do all that was required inside the properly.

There is no reason to suppose that I did anything other than request a new service from BT and all questions were answered as required on the online application form which form said 'it appears you need a new line' but as you are making a new order this will be included in your order (usual charge £140) In answer to the question therein on the online form I requested to retain my own number.

I did not mention the old provider as it is very small and location specific and not one that (perhaps) many would know - I do apologise if this caused you all problems upon replying. Iniltous and Neil. I am not an avid poster and would know the 'trend of 'my old company' so sorry if I did not follow your prefered wording thus rendering myself 'these people'

Iniltous, I am not sure I follow, surely a customers has to give notice that they wish to cease service and this would be 30 days to ensure not double charging?

I notified them, WIGHTFIBRE as soon as I have a date for the Engineer visit so that I would not pay much in double fees. I was informed by them on 10th January for which they thanked me, apologised that they had not been able to rectify to ongoing problem with their router, and at the same time confirmed that they had released my telephone number to BT. and confirmed my service would cease on 29th January 2020 as per my 30 days notice.

So, are you saying I should not have contacted them to cancel, and just rudely switched and paid double? surely not!

All in all I appeared to have annoyed people by my stupidity and lack of knowledge, rather than reached people willing to help which I thought was the purpose of forums - So sorry!

The reason for knowing who the old supplier is, is so that people on here can advise you better. For instance Wightfibre are fibre to the premises which is why BT are having to supply a new phone line.

Your passive, aggressive reply is actually uncalled for.

Do you actually have a question?

Neil_Jones

Its amazing sometimes, people get upset when they get no help because they don't provide any details, and people still get upset when they do provide details and don't get the answer they specifically seem to want.

It wasn't a case of "stupidity and lack of knowledge", it was more to do with the fact your post comes across as "let me tell you a story" without a question on it. If you'd said you were with Wightfibre and want to move to BT and they want to install a new line, somebody would have come along and said yeah, FTTP, that's normal in that circumstance.

Hence the phrase "please help us to help you". You don't phone up Whirlpool and say my washing machine don't work and then leave it at that, then get all upset when the lady on the phone can't help you because you wouldn't give them any information. Same with a web forum.

Leavemealone

Thank you for you diagnoses, I was bought up to be polite and looking at other posts who do not 'tell a story' you then ask for details, so..I have taken on board all your critiques of my person, my manner of writing, and all of my shortcomings as a human being and have derived that I and others appear to be wanted on this forum just so that you can belittle and berate them, thank God I am elderly and will soon not have to put up with present day manners, or lack thereof.

This was 'a story', told in the hope others may help me, the purpose of this board, I apologise yet again for being totally wrong.

I hope at least some of you, may learn to be a little more forgiving of people looking for help, and who have so little life that they live it on boards insulting people with genuine problems, unless of course, being nasty is a problem in itself!

Neil_Jones

You get what you give.

And people do get help. But a lot of the time the "issues" on web forums are caused by people who start the threads and often because their "issue" is in the T&Cs which they clearly haven't read, so the problem is of their own making.

Unfortunately web forums, like all forms of writing, carry no emotion so its impossible for anybody to know in what spirit posts need to be taken, if there are no emoji on it then its a random guess.

iniltous

The reason for asking who your previous supplier was , is because it makes a big difference, you go on to state it would be ‘rude’ just to contact a new company and not the old company too, but that is the regulator (Ofcom) imposed process for the majority of people who move between providers that use a Openreach ( like BT, Sky TT etc,) or move between those providers and Virgin Media.

Wightfibre presumably are a tiny company and I would guess only service the Isle of White , so without sounding patronising, it would have been wise to mention this as it means that the industry practices mandated by Ofcom do not apply to your situation, or the company you were with, by not mentioning it, most (like myself) playing the percentages would assume you were a customer of a major player like Sky or TT , and were moving to another major provider (BT), and not a customer of a tiny niche provider that isn’t available the the vast majority of the population.

As you say Whitefibre released your number, that suggests you had the number with another company ( probably BT ) before porting it to Whitefibre , so ( as industry migration rules don’t apply ) chances are you will have to wait until the number is returned to BT, it completes its quarantine period and is then available to be allocated to a BT customer, perhaps this is the reason for the delay, and wasn’t picked up on when you ordered BT service.
BT ‘s choice ( if it’s even allowed ) would have been to give you any old BT number , or delay/cancel the original order while establishing what Whitefibre where doing with the number you wanted to keep, major players all use a common ordering system, where the cessation of one company’s service is known to the new company because thay all use the same wholesale systems, Whitefibre AFAIK, don’t use these wholesale systems
A Whitefibre customer moving to BT but wanting to keep their existing number probably accounts for a fraction of 1% of all BT orders , so that set of circumstances may not be built into the ordering system that BT and all other suppliers that use a Openreach use.
It’s unclear why you have been upset by the reply’s on this forum, some posters just want to vent their displeasure with a particular company and don’t really want an explanation of what probably happened and why, and the steps to take to minimise the disruption , so their posts are not really asking for ‘help’ , and would be better posted on an ‘ I hate this company’ forum where others can chip in with why they also hate that particular company, personally I don’t think that was your intention, but you do seem to have taken , in my opinion, reasonable requests for more information, rather badly.