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thegas
Aspiring Contributor
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Message 1 of 42

BT Took Over My Telephone Line Two Weeks Early

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I am moving from Sky TV/Broadband to BT. 

 

I had originally arranged to join BT from the 29th of July, but a couple of weeks after setting things up they pushed the activation date back to the 11th of July and would send me out the hub etc on the 12th of July. 

 

Fast forward a few more days and my internet with Sky stops working on the 29th. I phone Sky to complain as my services were due to expire on the 12th of July and i work from home so i abosolutely need internet. Sky said BT has requested to take over the phone line on the 29th and therefore they had to cancel my broadband. 

 

What can i do? I see no reason why BT would take over my phone line two weeks early and every time i speak to someone on live chat to try and get help once they listen to my issue they disconnect the chat. 

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Dean007
Recognised Expert
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Message 2 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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Hi @thegas

That doesn't sound good. Have you checked your BT open orders to see the status of your move?

BT - Track My Order

In the meantime, I can ask a moderator to have a look at your account to see whats happening. They will post a link shortly but can get busy so please keep checking back..

thegas
Aspiring Contributor
356 Views
Message 3 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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Yes it says activation starts on the 11th of July and my hub will arrive on the 12th. Everything was originally set for the 29th of June when i set things up, but a couple of weeks later i had a text saying everything had been pushed back. 

 

Thanks for your help. 

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Dean007
Recognised Expert
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Message 4 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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@thegas

Once the moderators post, they will ask you to complete a form via a special link. Once the form is sent it gets put in a list for them to deal with. They should be able to get you some answers, I take it your home phone has also ceased to work?

 

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thegas
Aspiring Contributor
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Message 5 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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No landline, we just pay line rental for the broadband.

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Distinguished Sage
Distinguished Sage
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Message 6 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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so maybe it was sky who terminated your broadband not having updated system for date change?



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thegas
Aspiring Contributor
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Message 7 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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My Sky TV and Broadband package expires on the 12th of July, there would be no reason for them to cancel it early as far as i know. As BT pushed my start date back to the 12th of July, why would they ask to take over the phone line on the 29th of June? My BT package was supposed to start on the 29th, but BT send me a text/email to say they were changing the date and pushing it back weeks after i took out the contract. 

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Distinguished Sage
Distinguished Sage
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Message 8 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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Do you mean 29th june in your initial post not july?  if so BT would have initially informed sky of 29/6 but when date changed either didn't update sky or did update sky who did not change date



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Moderator
Moderator
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Message 9 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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Hi @thegas sorry that you currently have no services. 

It's strange that your landline is not working if we have taken it over. Were you porting over your number or taking a new number? Have you received a text or email to say we have activated your landline yet?

As you have no active service you would be best to contact the Order Complaints Chat Team who are best placed to see if your connection can be done any earlier than the 12th July. 

Thanks
John

Community ModeratorJohnC
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thegas
Aspiring Contributor
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Message 10 of 42

Re: BT Took Over My Telephone Line Two Weeks Early

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We do not have a landline telephone, we never have. We pay line rental for broadband only. 

 

I have already contacted the order complaints team and each time they disconnect the chat after they say the 12th is the earliest time they can connect me. They do not explain why BT has taken over my phone line two weeks earlier that agreed and now im without internet which i need for my job. 

 

I would raise a complaint, but each time i tried with the live chat they disconnect the chat.  I just don't understand why BT have taken over the line on the 29th of June rather than the 12th of June which is when my service starts. It would be okay if my BT services start on the 29th of June as i was told they would when i took everything out online, but the goal posts were moved a few weeks later and now im stuck. 

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