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Staceyc
Beginner
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Message 1 of 3

I've a live landline.but I don't, it's with BT But its not?!..

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Hi,

I am completely new to forums so apologise now if this is isn't what it's for!.. I'll start from the beginning... (I hope your comfy)

In 2009 my employer decided to do away with our offices and requested that we work from home and so had a landline and broadband setup at my address ( I had only just moved in so these were the only ones set up).
In around 2011 my boss changed our company from a public sector department to private and around the same time my phone line stopped working (incoming calls only for a short time then nothing) I did however still have the Internet and so it didn't really affect me and I just put it down to the change over and just thought that perhaps my boss was a bit slow shall we say in getting everything set up.
In February of this year I received a letter from BT business thanking me of informing them that I No longer required the broadband and that it would be disconnected in march.
I contacted talktalk and placed an order for a phoneline and broadband, 2 weeks later - nothing! So I called and was advised the order hadn't been put through properly and so they would reorder...a week and a half later - still nothing and so I called again only to be told it had again failed as there was an active phoneline in my property?!
Unimpressed with the service I had received I decided I would try again but this time with sky, 03/04/2013 order placed and was told I would be going live 17/04/2013 - hoorah, I received my hub on the tenth of April and was happy that I was going to finally be set up.
17/04/2013 I have taken the day off work and waiting to get the nod from sky when the postman comes with a letter to say sky have cancelled my request, I am fuming by this point and call them to be told that my order failed due to the fact that I have a live BT line at my address and BT had returned a message to them to say that I ha not contacted them? So I then call through to the BT business line and was told that my broadband had been set up to my address and the phoneline was showing as active but at my next door neighbours address?? She then put me through to another guy that was supposed to be able to help me - he then came on and said that the whole phoneline being registered to next door thing was impossible...then we were disconnected!!! By this time between sky and BT I had been on the phone for nearly three hours an so decided to start again the next day.
Called through to BT 18/04/2013 and spoke to an unhelpful lady who advised me that yes the phoneline was active but it didn't belong to BT and she couldn't tell me who it did belong to, and all that I could do was explain to sky that that BT didn't know who it belonged to and get a new line installed?!
Today I called back through to sky @2pm and explained to yet another person that I wanted to place an order however it needed to be a new line as if they tried with the line that is supposedly already here it wouldn't work (as per bt's instructions) so the guy puts me on hold to investigate and at 3.30pm he comes back to tell me that he has spoken to Artois people and checked several systems which all indicate that the phone line is an ACTIVE BT LINE?!... And because if this there will be a charge for the installation of a new line, as an alternative he give me the telephone number for openreach (the box on the wall is an openreach box - which I have screwed the front off and directly connected my phone to in the test socket and still does not work) and explain to them of the problems as if BT say that it is not theirs openreach may be able to help source who is the provider as they own them all. 5pm I get through to 'legal services dept' at openreach who have no idea why I have been given thier number, I then go through to openreach line faults dept - I am advised that the line is active but they cannot tell me who owns it but it sounds as though I need to report A line fault and so I should contact my service provider!!.... Aaaaaarrrgghhh! So have just got off the phone to my boss who confirms to te best of his knowledge the phone and broadband were both set up through BT.
I am stumped as to what to do next, all I want is a landline and Internet access which to be honest in this day and age I don't think is too much to ask for and am sick to death of being passed backwards and forwards being told different things by different people!!

Any suggestions greatly received!
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2 REPLIES 2
john46
Distinguished Sage
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Message 2 of 3

Re: I've a live landline.but I don't, it's with BT But its not?!..

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Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators

Staceyc
Beginner
356 Views
Message 3 of 3

Re: I've a live landline.but I don't, it's with BT But its not?!..

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That's great thanks - hopefully they will be able to help, if not.... I don't even want to think about if not haha!
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