BT trying to charge a new connection fee although have been a BT customer for 40 years - HotUKDeals
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BT trying to charge a new connection fee although have been a BT customer for 40 years

Sophiasky Avatar
2y, 5m agoPosted 2 years, 5 months ago
My father has been a BT customer for 40 years now (he is 84 now) and has had his current phone for 30 years. The phone is now sounding constantly engaged when I call it.

My mother went to the BT offices in Exeter and they told her that there is nothing wrong with the phone line and to get a new phone. The problem is, is that the phone they have - a basic dial phone - was hardwired in 30 years ago (the one they had before was the old fashioned red type). I've checked the wall where the wire is and it is a rectangular box fixed to the wall (not the standard white phone box) - the phone is connected to this and the lead going in to the phone does not push in.

My mother has been told that she will have to pay them £130 for a new connection fee. The thing is, is that they have just told me that the phone does not belong to them - they have been renting in from BT for 30 years - now paying £3.27 a month for renting the equipment from them. Surely if it is BT's phone (that can't be replaced with the way it was hardwired in 30 years ago by BT), my parents should not have to pay out to basically have the phone line 'updated' - isn't this something that BT should have done years ago along with a more up-to-date phone that could be replaced later (by a simple white box connection)?
Sophiasky Avatar
2y, 5m agoPosted 2 years, 5 months ago
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#1
Yes BT ran a program for PSTN conversions (what your mum needs) about 12 years ago. Ring 151 and explain that you have a hard wired phone that's causing all sorts of problems (noisy, not ringing) and get them out to replace. This will be free of charge and your mum and dad will have the choice to rent a phone from bt or buy their own.
#2
Argoj
Yes BT ran a program for PSTN conversions (what your mum needs) about 12 years ago. Ring 151 and explain that you have a hard wired phone that's causing all sorts of problems (noisy, not ringing) and get them out to replace. This will be free of charge and your mum and dad will have the choice to rent a phone from bt or buy their own.

This is correct, and don't forget to stress that they are still paying rental for the phone so it is BT's responsibility to repair it. It will be replaced by a socket and you will need to have a phone ready to connect when the engineer comes as BT no longer rents handsets, they will only sell you one
#3
Argoj
Yes BT ran a program for PSTN conversions (what your mum needs) about 12 years ago. Ring 151 and explain that you have a hard wired phone that's causing all sorts of problems (noisy, not ringing) and get them out to replace. This will be free of charge and your mum and dad will have the choice to rent a phone from bt or buy their own.

Hello, I've just found this piece of information:-

'A conversion charge applies where a Customer requests that their existing BT PSTN line or Featureline Compact line be converted to Featureline. For conversion charges to apply, the line to be converted must have dial tone and require no new wiring/routing, otherwise connection charges will apply.'

Will they still be able to use the current line which is connected to the old box on the wall do you think, and place a white box/connection on the wall free of charge using it? Thank you
#4
Thank you for the advice, most appreciated, will help to sort this out for my parents.
#5
Yes they use the current line and yes it should be free, just stress when you call 151 that the line keeps going noisy on and off and half the time it does not ring. They are the two most common faults on hard wired bell phones.

Also forget the featureline name its nothing to do with a normal line and if you start mentioning it you will only confuse the situation.

Edited By: Argoj on Jul 04, 2014 22:00
#6
Sophiasky
Thank you for the advice, most appreciated, will help to sort this out for my parents.

Used to work in retentions and yes you would get this for free. If needed ask for Customer Options Team (retentions) and then ask to be put through to executive level complaints.

Without this they should still replace the phone line free of charge as it's something that's happened outside the property/ their equipment. They'll do it for free don't worry. If they do charge you then just keep complaining. ... you'll get your money back:)
#7
krazyasif786
Sophiasky
Thank you for the advice, most appreciated, will help to sort this out for my parents.

Used to work in retentions and yes you would get this for free. If needed ask for Customer Options Team (retentions) and then ask to be put through to executive level complaints.

Without this they should still replace the phone line free of charge as it's something that's happened outside the property/ their equipment. They'll do it for free don't worry. If they do charge you then just keep complaining. ... you'll get your money back:)

When my mum went down to the BT offices, they told her that there was nothing wrong with her phone line and that they need a new line and phone, hence the quoted £130 charge.
#8
Sophiasky
krazyasif786
Sophiasky
Thank you for the advice, most appreciated, will help to sort this out for my parents.

Used to work in retentions and yes you would get this for free. If needed ask for Customer Options Team (retentions) and then ask to be put through to executive level complaints.

Without this they should still replace the phone line free of charge as it's something that's happened outside the property/ their equipment. They'll do it for free don't worry. If they do charge you then just keep complaining. ... you'll get your money back:)

When my mum went down to the BT offices, they told her that there was nothing wrong with her phone line and that they need a new line and phone, hence the quoted £130 charge.

Just think what they have told you ... There is nothing wrong with the phone line .... if there is nothing wrong then why the fault? Why have a new line installed if this one is working? Ask them that ...

Bit strange of them saying this.

End day if it's old technology then it's up to BT to fix it. Write a complaint to the director.

Managing Director BT Retail
[email protected]
Telephone 0207 356 5000
#9
I would be tempted to swap to another company bt have had their chance and don't deserve your money
#10
I also emailed libby recently - my issue was resolved in 24 hours with compensation

Naturally it was not her who dealt with the matter

I left them anyway
#11
I left BT last month and couldn't wait - dont even get me stared, terrible to deal with, never English speaking and the worst thing is they keep finding ways to charge you for any extra's they can get away with. Not the company it once was.

Talk Talk and many others have much cheaper prices (talk talk is of the only ones to offer free connection for new phone lines) and only £11 per month approx if you pay 12 months upfront and has many extra's included.
I think BT charge is £15.99+ per month +extra for call waiting, +caller display etc etc.
Plusnet is also owned by BT but much cheaper also. Shop around and find what's best


Edited By: Sandy1012 on Jul 05, 2014 11:19

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