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Beginner
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Message 1 of 17

New connection for self build home

I am at my wits end! Since Nov 9th I have been trying to get Opwn Reach to connect a phone line to my new build property. I have contacted them again and again to be told I will hear back on certain dates and nothing! I had a call saying I will be contacted on 15 th January and again nothing! Ducting is in and all that needs doing is connection from my property to the exchange box. I’ve even had a letter advising me to complain to the ombudsman with my “complaint “ which I am going to do. I’ve got a string of text messages saying they are looking into this but nothing gets done. Please, if any one can help I will be so grateful.
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Distinguished Sage
Distinguished Sage
5,153 Views
Message 2 of 17

Re: New connection for self build home

unfortunately there is no contact from here to openreach to get your conenction sorted

you can try if you have not done so

https://www.openreach.co.uk/orpg/home/contactus/newhomes/newhomes.do



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Distinguished Sage
Distinguished Sage
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Message 3 of 17

Re: New connection for self build home

@angiesmith

Which Service Provider have you placed your order with?

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Beginner
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Message 4 of 17

Re: New connection for self build home

BT! I’ve paid £70 , an engineer came out in November but he thought he was connecting a phone line in the house. I had already explained that the connection needed to be run from exchange to property so he had a wasted appointment. Been trying ever since to get open reach to sort it out.
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Distinguished Sage
Distinguished Sage
5,122 Views
Message 5 of 17

Re: New connection for self build home


@angiesmith wrote:
BT! I’ve paid £70 , an engineer came out in November but he thought he was connecting a phone line in the house. I had already explained that the connection needed to be run from exchange to property so he had a wasted appointment. Been trying ever since to get open reach to sort it out.

Then its BT  Retail you should be chasing, not Openreach. Openreach are unlikely to budge much, unless a Service Provider chases them up. You have paid your money to BT Retail, and you are their customer. BT Retail are Openreach`s customer.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
Moderator
5,111 Views
Message 6 of 17

Re: New connection for self build home

Hi @angiesmith

Sorry you've had so many problems getting this line connected. I've sent you a private message with information we need to investigate this for you.

Thanks

Stuart

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Beginner
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Message 7 of 17

Re: New connection for self build home

Thank you,
I’ve been in contact with Bt Retail but as yet nothing! I’ve had at least 10 text messages saying I will be contacted by a certain date but nothing ever happens. I’m going to go to ombudsman.
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Beginner
5,091 Views
Message 8 of 17

Re: New connection for self build home

Thank you,
I’ve been in contact with Bt Retail but as yet nothing! I’ve had at least 10 text messages saying I will be contacted by a certain date but nothing ever happens. I’m going to go to ombudsman.this was the latest message. No call , nothing!

Hello, BT here. We are continuing to work with the engineers to get your services connected. Our team will next be in contact on 15th Jan by 8pm with an update. I apologise for any inconvenience and would like to thank you for your patience regarding this matter. If you have any urgent questions in the meantime, please call on 0800 800 150. Thank you for choosing BT Please don't reply to this text - we won't see it. Thanks.
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Distinguished Sage
Distinguished Sage
5,075 Views
Message 9 of 17

Re: New connection for self build home

@angiesmith

Please see message here https://community.bt.com/t5/notes/privatenotespage

and provide the information requested.

 

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Beginner
5,046 Views
Message 10 of 17

Re: New connection for self build home

Sorry, I can’t access private message? Can only see first couple of lines?
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