BT line doesn't enter property - what to do? 5 February 2021 at 1:05PM in Phones & TV 9 replies 141 views

danthemoneysavingman

Hi,
hoping this is the right forum for this question.
I am trying to switch away from Virgin Media to a provider via Openreach (BT lines network).
However I have noticed that the line from the telephone pole that comes to the house is cut and hanging off.
Do I need to book a phone line engineer to sort this, or is it part of the "reconnection" ?

Please advise! Clock is ticking!

DtMSM

JJ_Egan

Your new ISP  handles the setup via Open Reach .

You cannot book an engineer .

danthemoneysavingman

Thanks for response.
So, are you saying  they will come to my house to test the line and resolve the problem at that time?

DtMSM

neilmcl

danthemoneysavingman said:

Thanks for response.
So, are you saying  they will come to my house to test the line and resolve the problem at that time?

DtMSM

As posted, you're new provider should arrange all this, as long as you tell them. They will arrange for an engineer to come out and connect up your property and install a BT master socket, if there's not one there already.

danthemoneysavingman

Thanks.
I don't suppose Vodafone broadband are going to install a BT master socket? What with them not being BT.
They are aware I need a "new line" so I guess they will sort this. But it is only a guess.
Just trying to get some further clarity, if anyone knows from experience.

JJ_Egan

Vodafone etc use the Open Reach network previously name BT OpenReach .

neilmcl

danthemoneysavingman said:

Thanks.
I don't suppose Vodafone broadband are going to install a BT master socket? What with them not being BT.
They are aware I need a "new line" so I guess they will sort this. But it is only a guess.
Just trying to get some further clarity, if anyone knows from experience.

They will use Openreach, as will all other providers that have to use the BT network.

danthemoneysavingman

I need do nothing else then.
Many thanks

J_B

The confusion is that OR used to be called BT Openreach so everyone called them BT, but they are a separate company.

They have now renamed themselves Openreach but the BT name still sticks with most folks

iniltous

If your VM service has been the only service in the property for a few years, then it’s possible that your address won’t show up as having any recent Openreach service , in which case you may get a ‘new line’ order rather than VF simply starting or trying to take over a previous OR service....if that’s the case an installer may be scheduled to provide the line and will obviously see that the previous overhead cable has been chopped and renew it.
If, however VF raise a ‘start’ order and you are told the line will just come into service ( even if you tell VF it can’t just start working ) then either OR will test the line and notice it tests incorrectly and send someone out, or VF will contact you ( text or email probably ) saying your line is now provided ( even though it isn’t ) and for you to contact them if it’s not working , they should then arrange for OR to visit, if that’s the case the date may slip....as there is no connection between VM and OR network , unless you want to keep the phone number , you could get the OR line in before ceasing the VM service, it doesn’t have to be the same date unless the existing phone number is requested to be ported to VF