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Message 1 of 3

Line transfer problems

A couple of weeks ago I signed up with BT again after being with Talk Talk for a couple of years. The transfer date of the 14th Dec was agreed and off we went.

On the day before we went live I had been sent the new stuff ready for go live by midnight on the 14 Dec. On the 14th my line was cut off in the morning, ok, but not reconnected.

The next morning still not on so I phoned BT. They said there had been a problem with the "cooling off period" from my old provider but they could give me a temporary line and I would be kept updated.

The next morning again (16th) I phoned again. They guy put another order in for me (I hope I don't end up paying for both!) and assured me it would be live by midnight.

Today - still not live! But I got a call saying the temporary line would be live by the 5th Jan!! He said that he'll try and get it turned round in 48 hours.

My question is why when the go-live date is chosen by BT is it missed, revised dates missed and then another 2 weeks added to the go-live date? I wouldn't care if the time to transfer took longer just that the agreed date is stuck to.

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Message 2 of 3

Re: Line transfer problems

Hi Cheezie-ss,

I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.


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Message 3 of 3

Re: Line transfer problems

I thought I would give a post Christmas update....


On the 18th (shortly after using the on-line chat) my temporary line went live. Hooray!


I phoned up on Monday 21st to ask what was happening and I was told that my old number would be transferred over on the 23rd and my broadband would go-live shortly after. I asked why I should believe them this time, they could really give an answer but said that that what the system says!! So I waited, again.


On the 23rd I got a text saying "thanks for your order""?? texted START back to see the details and was told that the phone will go live on the 23rd before midnight and the broadband on the 1st Jan. It sounded promising so I waited again...


Christmas eve.... Still on the temporary number!!!! Smiley Sad. Time to phone up again.....


I explained by problems again and was told that it go live on the 5th Jan. WHAT?? - getting a bit angry now with the lady. I tried giving the three orders I now have and she explained my original one has "failed" and they've raised new ones. Why do I not get told this? I explained that I have no faith what so ever in the date on the system because it's seems to mean nothing.


Since my original go live date (14th Dec) BT have only managed to give me a temporary line that I don't particularly want. Why can't they pick a date and stick to it?


Apologies for the rant but I thoroughly tired and annoyed with this painful experience.



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