Asked BT for temp disconnection but been charged as new customer once reconnected

Lugh_Chronain

My brother phoned BT to disconnect his landline temporarily because he had builders in for the last two months and did this as a precautionary measure just incase one of them took advantage of making a call. Unfortunately though there has been a misunderstanding. The BT operatives thought he was moving out of his flat permanently, have reconnected him at the same address and with the same number as a new customer and because of this have charged him as a new customer which is I think about £35.

I’ve advised him to call BT and to explain that there has been a misunderstanding which he said he would do. I’ve explained to him what he should say too. Nevertheless, can anyone suggest anything that might help if he doesn’t have any joy after speaking to them?

And finally, because he’s now signed up as a new customer BT have told him as he's under a new contract he wont be able to sign up to any other company within the first 12 months otherwise they will charge him about £60 I think. I’m wondering would this also apply if he were to sign up to 1899, 18866 etc & Primus Saver 2? Can someone please verify this?

Thank you very much.

normanmark

If the service is stopped (temporary disconnection as you say) then to reconnect he will have to start a new term. They don't place holds on customers contracts just for those specific reasons. I'm surprised they didn't physically disconnect the line.

Lugh_Chronain

What do you mean by physically disconnect?

normanmark

As in an engineer goes out to the disconnect the line between the property & the exchange.

Lugh_Chronain

Oh, right. I didn't realise that's what they do.

normanmark

You weren't under the impression that it was the little pixies on the telephone line who just flicked a switch eh?

Heinz

Lugh_Chronain wrote: »

And finally, because he’s now signed up as a new customer BT have told him as he's under a new contract he wont be able to sign up to any other company within the first 12 months otherwise they will charge him about £60 I think. I’m wondering would this also apply if he were to sign up to 1899, 18866 etc & Primus Saver 2?

Yes but, as the 12 month contract is only for the line rental (and leaving line rental with BT is the sensible thing to do anyway), he can sign up for a CPS calls provider and/or use indirect access calls providers immediately.

Lugh_Chronain

Thanks Heinz, I thought as much but wasn't sure as he's now under a new contract.

normanmark wrote: »

You weren't under the impression that it was the little pixies on the telephone line who just flicked a switch eh?

:doh: