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Contributor
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Message 1 of 8

What does this email mean re my order?

I'm out the country til Friday & I just received this email and I'm unable to phone til then.

I'm due to change from Sky to BT on 3rd April. The email I got is as follows:

BT here, sorry we missed you. We called to inform you that for your order ref VOL012-XXXXXXXXXX we are unable to take over the line at your new premises as there is currently a working Non BT Retail line at the premises. We can provide a new connection but this will be chargeable. We can be reached on 08001690173. With regards, BT

(I replaced order number with X)

Does this mean that if I transfer, I need to pay to? If I don't contact BT, will my order be cancelled?
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Distinguished Sage
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Message 2 of 8

Re: What does this email mean re my order?

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
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Guru
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Message 3 of 8

Re: What does this email mean re my order?

It means you can either wait for the current line to go over to BT or install a new line and use that straight away which you will have to pay for (more than likely).

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Expert
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Message 4 of 8

Re: What does this email mean re my order?


@ryant704 wrote:

It means you can either wait for the current line to go over to BT 


I don't think that's correct, the email the OP is quoting is basically saying BT can't do anything and is stopping there.

 

Basically it says that there is a Sky phone line (as per OP's mention) which is operational and BT can't take over it. You'd best contact them as soon as possible to find out the reason for this. Maybe you're still in contract with Sky and they won't allow the phone service to switch to another provider? Only BT and/or Sky can say the reason.

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Guru
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Message 5 of 8

Re: What does this email mean re my order?

Sky get there lines off Openreach as do BT, BT will be able to use the line when Sky release the line.

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Expert
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Message 6 of 8

Re: What does this email mean re my order?


@ryant704 wrote:

Sky get there lines off Openreach as do BT, BT will be able to use the line when Sky release the line.


Of course. But in the OP's quoted email from BT, they certainly don't say that they are not able to take over the line **yet**, it says they are not able to take over the line, period. If they expected to be able to get the line from Sky at some point they would probably indicate that, instead of offering a new line (+installation costs) as the only alternative option.

If I received that email I would immediately be concerned that Sky wasn't releasing my line and would contact both BT and Sky to clarify.

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Guru
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Message 7 of 8

Re: What does this email mean re my order?

It clearly states "currently" no where in that e-mail did it mention the line will not be released in the future. I do agree with him contacting BT and Sky to clarify the issue.

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Expert
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Message 8 of 8

Re: What does this email mean re my order?

Sorry, the 'currently' bit is where it says "there is currently a working line", it is not where it says "we are unable to take over the line". If it said "we are currently unable to take over the line" it would have been contentious, but still vague. 

To me, as it stands, it does not imply any sort of thing like "we will continue to try until successful". If they wanted to say that they could have added something to that effect.

 

You might, of course, have more experience with BT procedures and such emails from them, and you might know from experience this is what they mean. 
I, on the other hand, have not been in such a situation before, so from a layman's point of view of looking at that email, the way it is written does suggest to me that BT cannot take over the line and won't attempt it further if the customer does not contact them to clear it up.

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