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Message 1 of 3

Trouble getting my phone line connected

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My saga to date....


I contacted BT on 20th April to advise them that I was moving home on 29th April (to a newly built house).  An engineer was arranged to come to my home on 10th May to carry out the connection.  Prior to the 10th May, I had a visit from an engineer to assess the job.  My house has been built in an older part of a village which still relies on telephone poles and lines going from the poles in to houses.  During one of these visits, it was noted that I would need a pole placed in my garden to connect the line to, then the line would be connected from there.  The reason behind this was due to the fact that my house is built low down, and to take a wire straight from the main pole would make it slope too low.  I was quite happy with the solution put forward, and was happy that things seemed to be in hand.  At no point was I told that the work would not go ahead on the 10th May.


This is when the problems start.......


I feel that I am living in the dark ages again.  I have no phone line, hence no Internet access and do not get a mobile signal in the area I now live in!  I rely on travelling to my daughters' house to use their phone and Internet access, which is not convenient.


The 10th of May came and went, and nobody appeared at the house, and I received no communication that work would not be carried out on this date.  I phoned BT, and yes, I was talking to a call centre in India.  When the operator finally grasped the issue that the engineer had not appeared she checked with her suppliers to inform me that there was a problem and that this would be assessed by the 14th May.  BT would then advise me on the 15th what the next stage would be.  Unhappy with this, I was eventually put through to the supervisor (waited 40 minutes on hold!).  Got no joy from him, but the promise he would personally contact me on 15th.  I had to accept this and hung up.


On Monday 13th May, I went online to check the progress of my order, only to note that my latest BT bill was ready.  When I checked the bill, I noted that BT had started to bill me for my phone and broadband package from 10th May!.  Blood pressure steadily rising, I contacted BTs billing department, yes once again an Indian call centre, to complain.  Got the standard script from the operator - very sorry etc. During this conversation, it was realised that BT had the wrong postcode in for my house (it was the correct street, but the post code for odd numbered houses). The operator, against my pleas not to do so, cancelled my order, and set up a new order for the correct postcode. She assured me that she knew what she was doing and not to worry, everything would be fine (I had explained the saga to date to her).  She set up a brand new account, allocating a different phone number, and requiring me to set up new direct debits - I'm not sure how she couldn't just change the postcode for my original account.  A new connection appointment was for 21st May, and I was assured that there would be no problems I would be connected on this date.


The 15th of May came and went, and no phone call from the Indian call centre manager.  I did not call back at this time, as a new appointment had been scheduled. 


The 21st came, and an engineer did appear - hooray! He looked at the house and told me - I cannot do your connection.  A pole is needed to run a the line to.  He was able to tell me that my number had been set up in the exchange.  I was more than a little angry and frustrated at this point.  BT knew that a pole was required back on 6th May - why had this information not been dealt with!


Again I phoned BT, back to the Indian call centre.  Explained the whole saga.  He checked with his 'suppliers' to find out what was going on.  Came back to tell me that further information would be available the next day.  I was getting a little annoyed at the point.  I explained that the work required was to erect a pole in my garden to run the line to.  All I wanted was a date for when this work would be carried out.  He could not give me this info saying his suppliers would not give this until the next day.  I asked who the suppliers were - BT Open Reach, but he would not let me speak to them directly.  He promised to phone me back the following day with the update - probably to get me off the phone.   I again explained that I had no means to which he could contact me in my own home, and would require to go to my daughters house to receive the call.  He agreed to phone me back at 10am on 22nd May - a time when I would go to my daughters.  Yes, once again they failed to phone back!!


I again phoned back - yes back to India I went.  Asked to speak with the manager - but the operator would not connect me saying he could help.  Went through the saga once more - again got the text book apologies (which are getting rather annoying now).  He contacted the 'suppliers' and promised that contact would be made with me within 24hours by the engineer with regards to the work being carried out.  I told him that I had been lied to on so many occasions that I didn't believe that this was the case and asked to speak to BT Openreach to confirm this.  He stated that this could not be done.  Trust him, why would he lie to me  - which I told him would be to get me off the phone.  I left my daughters phone number as a contact.


24hours has now passed, and yes - once again no contact.  I cannot face talking to another operator in an Indian call centre who will tell me anything to get off the phone.  BT's complaints procedure is pathetic.  I feel totally helpless in this.  There doesn't seem to be any communication between anyone in the company.  The call centre staff are telling you anything just to get rid of you.  I suspect that I am now being billed on 2 accounts for a service I don't have, and no doubt will be another saga when I eventually get a working phone line.


I am no further forward to when this work will be getting carried out, and getting more and more frustrated.  Is there any suggestions on where / who I can go to.

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Message 2 of 3

Re: Trouble getting my phone line connected

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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

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

Message 3 of 3

Re: Trouble getting my phone line connected

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Thank you for your helpful reply. I'll contact them, and hopefully I'll have a working phone line before long.
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