NO LANDLINE FOR 2 WEEKS NOW

[Peter_W]

Thanks for taking the time to update the forum on how things have been going here @SMOKEY24.

I really appreciate why you're feeling let down with all that's been happening here, especially if you're not feeling this is any further forwards.

You're definitely in the right place with this if our complaints team are keeping you updated though, and I'm confident there will be a resolution in sight.

If it does get to the point of reinstalling equipment we should absolutely be able to support you in making sure this is all completed correctly, and if you have any questions we'll always do our best to help.

Peter

[SMOKEY24]

Hello Peter,

Thank you so much for getting back to me - I am sure everybody is trying their best, of that I have no doubt. However for me it is difficult to remain positive  considering that we  have not had much luck in finding a solution so far. 

Be that as it may, I still have a couple of questions - would it be possible for you to send me a private message?

In the meantime, thanks once  again for your kind reassuring words. Your support is much appreciated.

Bye for now.

With kind regards

SMOKEY24

[Peter_W]

What was it you were wanting to check here @SMOKEY24?

We're limited in what we can specifically advise in relation to your case as we don't have access to your account, but we'll always aim to provide what details we can and point you in the right direction.

Peter

[SMOKEY24]

Hello Peter, it is Smokey24 again....

Unfortunately the nightmare continues and 2 weeks have more or less turned into 2 months without a landline ....

For your info on the 4th attempt my old telephone number was retrieved yesterday but a lot of issues still remain unresolved.  The account handler I have been dealing with over the period does not seem to be available any longer and the case has been transferred to somebody else (who is obviously not familiar with the details)  and has to work her way through all the notes that have been left (in a way I am back to square one....).

At some point I was told that I need a new router plus potentially a new phone as I am unsure whether my BT8600 is compatible with the new system - that was my reason for wanting  to contact you privately as I did not want to bore everybody with this.  I am still waiting to have a reply from Complaints but no luck so far.

In conclusion, without a new router/compatible phone nothing will happen at all...????

Last but not least I am still struggling  on my own and have become involved in unnecessary back and forth and it is impossible to remain positive - especially when my neighbour was transferred to BT on 15h October and given all the help via an engineer who supplied all the equipment and I was disconnected on same same day - and have been getting nowhere ever since after various reconnection attempts.

When I contacted the Value Dept. at the beginning of October all I requested was a new contract based on the same details as before, with the TV add on simply removed - and now I have become involved  in unnecessary back and forth and still no final resolution  in sight ....

Regards

SMOKEY24

[Christopher_G]

Hi @SMOKEY24 

@Peter_W isn't on-shift today, so I'll try and help you. 

When was the last time you heard from the new complaint handler? Did they say what the next steps would be?

Chris

[SMOKEY24]

Hi Chris & Peter,

A few days ago I asked what was happening about the new equipment that is apparently required.  She responded yesterday with confirmation that she has now placed an order for the items (no order had been placed at time of my enquiry).  All should now be  here on Monday and she will be in touch again on Tuesday.

I have no idea what to do with the new hub and adaptors.  I tried to educate myself via the internet, so in theory it should be easier than I thought - who knows... my "mid-Seventy brain" is not what it used to be with regard to technical issues....

However, I still do not know whether my current phones BT8600 are compatible - so unless I know they are, all new hub connection attempts are bound to fail, if the answer is NO,  and I therefore require new phones which will delay all even further.

Last but not least, not only was my landline disconnected but my account details were also wiped out  - I understand some of it has been retrieved in the meantime, however she now has to go through all the notes to establish what still needs to be done - quite a lot from what I can tell .... 

I just have to wait and see now... who knows perhaps Friday 13th is my lucky day!

Have a nice weekend and take care - and thank you so much for responding.

Kind regards and bye bye

SMOKEY24

[Christopher_G]

Thanks for the update, @SMOKEY24 

I believe they should be compatible, but let us know how you get on. Fingers crossed for you that it all goes well when your equipment turns up on Monday.

Let us know how you get on.

Chris

[SMOKEY24]

Thanks a million, Chris - your response is of great help. 

Will keep you informed.

Take care and bye for now.

SMOKEY24