I have had an unbelievably difficult time in getting my billing correct since moving house 3 weeks ago. I phoned BT nearly 4 weeks before the move to tell them the new address and asked for my existing broadband and phone package to be transferred to that address (at the same price!). Little did I know at the time that not only was I not going to be able to get my existing download speed (despite being in the sticks, I had FTTP), I would have horrendous problems getting the billing correct.
My first bill since moving had added £8 per month to my broadband package with a new contract starting at the move date. Despite previously renewing in January 2023 I am now contracted for another 24 months starting August 2023 and paying more than before. I started the process of getting my old package price back last Thursday (when I first got the new bill) and have never had such a bad customer experience. I have had to phone back most days since then as people (in the Value Team) who claim to have sorted the problem continued to set up new contracts at incorrect prices. Finally, this afternoon, I managed to speak to someone who has now set up a contract at a broadly equivalent price to that I was paying before the move (albeit with poorer download speeds (40mbpa vs 50mbps).
When I got the confirmation email this afternoon, I thought my nightmare was over. But no, I got a subsequent email telling me my digital voice service had been stopped. No reason why it had been stopped! I have called BT once to get this reinstated but was told nothing can be done until the change has taken effect. I was promised a phone call back tomorrow for it to be put right. i was told this before and nothing happened so I'm not holding my breath.
I am totally at a loss to understand why BT should find it so difficult to deal effectively with my house move. Is this a common experience or am I just unlucky. And will it be straightforward to get my digital phone service reconnected?
Solved! Go to Solution.
Hi @delphinium9, sorry you've had such a poor journey moving home. Post back and let us know how you get on with the promised call tomorrow. If you've not been contacted we'll be happy to step in and help you.
The BT agent (Junaid) who said he'd call back actually did so (to my mobile). Unfortunately I couldn't get to the phone quickly enough to answer it. However, Junaid left a message saying he would place an order to reinstate the digital phone service and that he would text me to confirm that the order had been placed.
I thought my nightmare was over until I received the text message which referred me to the order tracking service. The digital service wasn't reinstated to my existing service but an order was placed for a new digital service on a pay-as-you-go basis and that I had been given a NEW PHONE NUMBER! Unbelievable. And I find that my analogue phone which I could get through the hub no longer works.
John, if you are able to help me exit this nightmare, please do. Anything to stop this fiasco would be appreciated.
have you checked the hub to see if your DV is still active as may have stopped with work being done to reconnect you
Hi @delphinium9, thanks for posting back to update us. It may be that they had to take the next available number to get it set up and then try to renumber once it's activated again. Did they mention anything like this in their message?
I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to look into this for you.
Thanks for your suggestion. Not sure how to check if DV is working other than when I pick up one of my digital phones to make a call, the screen on the phone has the message "no service on your line".
My problem will be that when the DV service is reconnected, it will be the wrong phone number and on a PAYG tariff. Have now advised BT agent of this latest problem so will wait & see what the next erroneous "solution" is put into effect.
The BT agent I spoke to when trying to get the latest problem resolved (i.e. the new add-on PAYG digital phone instead of the re-instatement of DV on my 700 minute call package) did say that to fix the problem he would first have to change the number back to my previously issued number after my move and then change the digital service from standalone PAYG to a 700minutes call package attached to my broadband package. He also said he'd keep me updated with progress.
However, I've been there many times before during this saga so I now take everything I'm told with a pinch of salt. Idid get a standard BT email at 15.22 this afternoon telling me my service is ready and listing the calling features which are now available. Unsurprisingly, when I came to try my digital phone I read on the handset screen "no service on your line"!!.
Will this saga ever end?
John, is there anything you can do to help?
Thank you Neil. I was even happier than you that you were able to help get my problem resolved! Just great.