NO LANDLINE FOR 2 WEEKS NOW

[SMOKEY24]

Dear Forum,

I am a BT customer and tried to renew my contract plus remove my TV package add on.  Unknowingly I ended up with an EE contract which (as I found out later) involves installing a new router, a new plug plus set up of new standing order (all to be carried out by me)  and potentially a new phone.

I am not technically minded and, as I was happy with the past service,  I really wanted to remain a BT customer and simply have a new contract and the TV add on removed. I therefore decided to make use of the 14 cooling off period and to cancel the EE contract immediately which had not been activated at that point in any case.   

I contacted BT again (Connections & DI) and it was confirmed that I could indeed remain a BT customer on that basis  - a new BT contract was discussed plus the TV package removed.  All that was left to do was some fine-tuning.

Unfortunately, however,  the reversion from EE back to BT has encountered some major problems (technical conflict between BT & EE???).   

In the beginning the fine-tuning seemed to go well however out of the blue my landline was disconnected by mistake and it has been like that for 2 weeks now - some of my BT account details have disappeared also. 

I have tried to get reconnected via BT Technical Support however they have been unable to do this and so far do not seem to have an answer.

Obviously there is a technical gremlin in the works somewhere however can somebody please advise how long it usually takes to get reconnected??.

Thank you so much for your kind assistance which is much appreciated.

[Leanne_T]

Hi there @SMOKEY24 

I am very sorry you have been without a landline for two weeks after cancelling the transfer to EE. 

Our broadband technical team you have been in touch with are the best people to check the account for you to see what is needed and to let you know how long this may take. 

Did the team provide any time scale for you when you called? 

Thanks. 

Leanne.

[carlito000]

Hi there was this a Fibre product? What was the issue with the landline that required big changes? Did your old landline phone potentially not work?

[SMOKEY24]

Hi,

There was no issue with my landline and no problem with my phone either - I think all is linked to the reversion from EE back to BT - pls see my original message - the process started well - removal of TV package was however confirmed by EE (why EE ???) but then out of the blue I received a notification  from BT that ALL SERVICES WOULD BE STOPPED, which also includes downgrading my email sooner or later - the landline was then disconnected somewhere by mistake on 15th and all dead now   It has been like this since then - not sure about the Fibre bit.

I initially contacted BT Value dept. and explained that all I wanted to do was renew my BT contract and remove my TV package but I think there is now a technical conflict between BT and EE - just a guess.  At the moment nobody seems to have an answer and I am going round in circles.

Thanks a million - your help is much appreciated. Hope all makes sense.

Kind regards SMOKEY24

[SMOKEY24]

Hi

Unfortunately nobody has given me any idea - that's why I decided to join the forum to see how long it should take to reconnect a landline - at the moment I am going round in circles.

The entire process started at the beginning of October and the landline was cut off by mistake on 15th .

I am running out of steam but thanks all the same.

Regards

SMOKEY24

[SMOKEY24]

Thank you for your response - sorry, I am a beginner, so please bear with me . I have been in touch with BT technical support on several occasions but they have not been able to offer a solution. However, they have raised a complaint on my behalf which was acknowledged by EE (??) - this still puzzles me as I am a BT customer - what do you think and what should I do because nobody has come back to me??? Thanks a million. SMOKEY24

[Peter_W]

Thanks for the update there @SMOKEY24, if a complaint is actively open on this then it will definitely be on the road to getting resolved.

When was it you last got in touch with our team, and how were things left with you?

We don't have access to your account via this forum to look into the exact nature of what's caused this issue, so it's hard for us to advise on a timescale for resolution.

Peter

[SMOKEY24]

Hi Peter,

Thank you so much for your message - I was in touch via chat with an adviser from Technical Support  Landline Repairs yesterday in the hope that they would be able to let me have an update but unfortunately this was not the case.  He suggested I get in touch with the Value Dept. to get reconnected as Technical Support apparently cannot do this (????) - and they also seem to think it is an Accounts issue.  Yes, my account is muddled up also (i.e. 2nd issue) but surely does not explain/fix the disconnection on 15th?? and must therefore be a technical issue somewhere?  In any case at the moment I  just want to concentrate on getting the  landline back,

Technical Support had already raised a complaint on my behalf - to be honest I did not really want to do this initially as I thought getting reconnected should be easy, bearing in mind it was not my fault in the first place.   Obviously there is a gremlin in the works somewhere - it is just a question of finding it.  I am sure that everybody involved is doing their best but ....

Unless I am mistaken, according to BT Complaints procedure I am supposed to be given an idea about timeframe but all I have had is an acknowledgement from EE (?? I am a BT customer).  I suspect, rightly or wrongly, that there is a technical conflict between BT and EE which needs to be rectified (and I got caught in the middle - just a guess).

In conclusion I am going to wait until I hear from EE now and see what happens.  I am however worried now that my email will be downgraded to basic also in due course as  advised in the BT "ALL SERVICES WILL BE STOPPED" notification I received.

Finally, your message was very reassuring so I suppose I just have to be patient and hope that matters get rectified soon and do not get worse. ..... at the moment all seems a right mess ....  

Thanks once again for your message - your response is much appreciated.

Last but not least, apologies for the length of my response - all is just so frustrating and I seem to be running round in circles!

Thanks a million.

With kind regards

SMOKEY24

[Peter_W]

Thanks for sharing all of that for me, @SMOKEY24.

Definitely don't apologise too, as having all the details is usually the best way to help us move forwards.

Did you get a chance to speak with the Value Team as they advised?
Peter

[SMOKEY24]

Hi Again, Peter

No and I do not have any intention either.  I do not wish to be unkind but I am unfortunately blaming them for the entire mess - it is a long story.... instead of renewing my BT contract they made it EE without telling me and I was given the impression that I did have a choice (which is not the case as i found out later).  I can  indeed have a BT contract and do not have to move over to EE.

As I wanted to remain a BT customer I therefore  made use of the 14 day cooling off period and Connections and DI started the reversion process from EE back to BT.  A new BT contract was also put in place - all that was needed was some fine tuning.  All seemed okay, phone email etc. and rebuilding the account was in progress.  All was fine.

I suspect that initially being put on an EE contract (which I cancelled) has triggered certain automatic events, one of which is that the system no longer recognizes me as a BT customer but still thinks I am EE.  As a consequence the system also generated the BT STOPPING SERVICE notification which then resulted in me being cut off by mistake altogether on 15th. 

All guesswork, of course, could also be that it is related to one of my neighbours, who had a visit from an engineer on 15th who changed her over from another provider to BT/EE   Perhaps he dislodged something at the Exchange or used my line by mistake, getting mixed up with the house number, who knows.

It is difficult to get hold of anybody by phone  and with 45 minute waiting time my mobile phone would have gone flat by then!  Apart from that even if I  did get in touch with the Value dept. you always end up with another adviser who is not familiar with the background  and I would have to explain all over again.  As the entire issue is already under investigation in any case my "interference" will only complicate matters - I would probably end up with a  new tel. number plus another EE contract - the possibilities of messing this up even further are endless. ... 

Last but not least the Values Dept deal with Contracts only and do not deal with technical issues, which I am sure this is.  Therefore  I have decided to leave this to the professionals (i.e. the technicians/engineers)  at Connections & DI) -  by the way all my products do no longer show on my BT Account either....  

At the end of the day I did not cause the disconnection and have done all I can to get this resolved and therefore leave it to BT to put  things right.  I don't think it is up to me to fix things.

Thank you so much for your kind words - your input is much appreciated - I have no doubt that all parties involved are doing there best to get matters resolved but I can do no more and have wasted enough time on this..

All the best  and once again thanks a million

SMOKEY24