Am I Stuck with BT?

Margaret_Skinner

Can anyone please help before I go demented!

I've bought a property, the previous owners of which used Talktalk as their provider. They requested a disconnection of the line on the 25/04/08 but the line is still showing as active. I've spent the last 4 days trying to get the line connected again and just keep getting told various different stories as well as being fobbed off right, left & centre.

I wanted to go with Tiscali's Broadband & Talk bundle but they could do nothing until the line became free. Phoned BT - they said they weren't the provider but Tiscali should be able to contact Openreach and get the line connected (my terminology may be wrong in this post because I don't fully understand the differences in active, inactive, connected, disconnected reconnected when talking about lines, exchanges, numbers etc.) - phoned Tiscali - they said no they couldn't. Phoned BT again - they said to reconnect would cost £124 and I would then be tied to their 12 month contract but they couldn't do this for me - I would have to find out the current provider and get them to get it reconnected.

So I had to contact the previous owners who kindly told me they had been with Talktalk. Phoned Talktalk and got a nice guy who obviously hadn't a clue and put me through to Customer Services. Except it wasn't. It was the Broadband hotline. The guy I got there was adamant he'd spoken to me a few minutes ago which could only have happened if he'd completely changed his nationality in that few minutes but I let that go. He gave me the number for Customer Services. I said can you put me through to them. No says he. I explained the situation to make sure I was phoning the right dept and he said I had to phone BT and reconnect with them paying the full charge. I said they told me they couldn't do that but even if I did I'd have to sign up to their 12 month contract as well. He said no I wouldn't and he dealt with this sort of thing all the time and he couldn't help me further.

He then said "Have a great day" at which point I hung up in case the line exploded with my wrath ........:mad:

So - can anyone in the know explain to me in layman's terms:

Is it rubbish that BT can't reconnect the line?
Do I have to reconnect with BT even though the line is still active?
Do I have to pay the full charge of £124?
Do I have to take out a 12 month contract with them?
Is there a BT offer somewhere of a reduced connection fee if you take out a 18-month contract?
If I switch to another provider after taking out a BT contract will I be liable for some horrendous cancellation fee?
Is it worth plugging in my phone to the line to see what happens (the number rings when I call it and voicemail is activated).
What's the difference between 'active' and 'connected'?

Thank you so much.

normanmark

Margaret_Clark wrote: »

Is it rubbish that BT can't reconnect the line?

BT can reconnect the line, im guessing its an issue with the advisor more than anything.

Margaret_Clark wrote: »

Do I have to reconnect with BT even though the line is still active?

No, theres plenty of other providers out there that will reconnect the line for you. If you search on this forum you'll find plenty of recommendations

Margaret_Clark wrote: »

Do I have to pay the full charge of £124?

If you pay someone to get the line connected up again then yes. Work is carried out at the exchange and/or the property so that will involve an engineer being called out. Prices vary from £110-124. Although BT are offering £29.99 connection upon an 18 month contract.

Margaret_Clark wrote: »

Do I have to take out a 12 month contract with them?

If BT reconnect the line for you, you'll be liable to a contract with a minimum 12 month term. My advise would be to double check with any provider on their contract lengths.

Margaret_Clark wrote: »

Is there a BT offer somewhere of a reduced connection fee if you take out a 18-month contract?

Yep here

Margaret_Clark wrote: »

If I switch to another provider after taking out a BT contract will I be liable for some horrendous cancellation fee?

£70 fee or the remaining months line rental on the contract, whichever is cheaper.

Margaret_Clark wrote: »

Is it worth plugging in my phone to the line to see what happens (the number rings when I call it and voicemail is activated).

Yes, if theres a dial tone then there shouldn't be any charge.

Margaret_Clark wrote: »

What's the difference between 'active' and 'connected'?

There is no difference. They're both the same.