If the fault is in your internal wiring, then there would be a charge.
There is normally a charge for a new line when you move house anyway, as BT have to pay Openreach to provide the service, so any work needed to get the line working to a master socket, would be included in that charge anyway.
You should receive a call from the Openreach Field Technician wheh they have provided service, to confirm you have dial tone.
That is why a visit is booked so that they can look inside the house and ensure that there is dial tone at the test socket in the master socket.
Anything after the master socket is your responsibility.
Check with a phone at this point only.
Where does the line come in, is there a pole outside with a dropwire running to the house, or is it all underground?
If its underground, it would normally enter somewhere at the front of the house, possibly the hallway.
Either way, its up to BT Retail to ensure that Openrech provide service to a socket like the one in my picture.
If they say that its all supposed to be working, then tell them its not. You do not have to mention about any faulty wiring.
It is important however, that you do your best to find out where the first socket is, and check it for dial tone.
I assume that whoever lived there before, must have had a working phone line.
Is there an appointment booked for today, to provide the phone line?
BT said they'd have someone to me by tomorrow to fix this but that I'd have to pay £129 for it.
Have you already paid to have the line installed as part of the home move process?
If that is the case, there should be no extra charge.
Overhead can either come in at the loft, or come down a cable ouside of the house, which you should be able to see.
No charge. I was told my home move was free. The cable comes down the front of my house.
Where does it enter the house, the socket nearest to that point would be the master socket, but if its old, it may just look like this.
Openreach should change that to one of these.
Or even one of these, if you have broadband., as that has separate sockets for the phone and home hub.
Its probably disconnected on the pole, or a faulty dropwire termination, that should be fixed without charge.
They always mention a possible charge, just in case the line is fine, and the customer is doing something wrong, like not plugging the phone in the right socket.