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stoswald
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Message 21 of 23

Re: Leaving BT for another ISP, but BT are stopping the order.

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Thank you you have just put my mind at rest.

I tried Kitz availability checker and it said my phone was non BT.  BT themselves can't give me any online "retention offers" - I really need Anytime Calls for £1 a month as I only call my mums care home weekly, but this is not available online.

I tried EE and they said We've noticed there is a pending change on the current line into your home.

"The pending change could be because you have already cancelled your old service, if this is the case we won't be able to bring your telephone number to EE. If you want to keep the current telephone number you should contact your current provider to cancel this."

on the next page it states The landline number provided is a stopped line at the property.

I presume this is the same.  I am wondering now whether P8's phone provider slammed the line - I will call CS and ask then update you here.

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stoswald
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Message 22 of 23

Re: Leaving BT for another ISP, but BT are stopping the order.

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Spoke to BT again.  Looks like I am sorted,  they are going to remove the transfer from my line and then I will remain on BT having, succeeded in getting a good offer that undercuts P8 by a couple of quid and a good saving on my current £44.03 per mth. OK I loose the Halo 1features, but tbh I don't need them - Feeling happy 

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stoswald
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Message 23 of 23

Re: Leaving BT for another ISP, but BT are stopping the order. Re contract failed as well. :(

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That didn't work either 😞

The contract I was put on was for Fibre 1, which is not compatible to Halo 1 - I understand from looking at the infomation on the BT website for Fibre 1, that it is a 50mbps service and includes free weekend calls.  As I already I had Anytime calls I asked for that to be added - it was not necessary to add Anytime calls as I only call my mum on a Sunday and that will stop once I can visit her in the care home again.  I should have been put on Fibre 2 (ie without Halo)

I contacted BT to cancel the new order using their pro forma on the transfer day as I realised I had been misold by BT.  I had a feeling it would not transfer anyway.  The order failed and there is a nore saying BT have a specialist team looking into this for me. That was last Wednesday, I have had no update from BT and have reopened my Complaint.  It is now Sunday and I have not heard at all from BT Complaints or this  "Specialist team".

I was  told that the line would be pulled back in time for the new contract to start by an offline team (by the CS Rep who took my order and promtly sold me the wrong Fttc service).

This rep also told me he would check everything was ok when he returned to work Thursday last. The CS Rep  told me the handback speed was 53mbps and that I would get around 62mbps, even though that is in the speed range of Fibre 2 and not what the order implies .


The reason I belive the new contract failed is this...
When I tried to migrate to P8, BT received an order for migration of line and fibre.  The order was stopped, as migration of line only (so I was told last week - by the Compaints Manager).  The Kitz availibilty checker says my phone line is "Phone number matched but possible non BT Line"....  something isn't right.

I am trapped - I cannot migrate or take out another contract.  

 

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