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Questions about BT reconnection charge

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There is one strange about the existing phone line of my new flat. The system of BT shows it is not connected. But it is connected/ active indeed. I even can make phone calls from it. So, I called BT … Read More
toplch Avatar
suspended7y, 10m agoPosted 7 years, 10 months ago
There is one strange about the existing phone line of my new flat. The system of BT shows it is not connected. But it is connected/ active indeed. I even can make phone calls from it. So, I called BT to see if they can give me a 12 month contract without the connection fee since my line is active. But they told me that they cannot do anything about it because its system shows the line in my property is not active and therefore they have to charge me the connection fee. This is too unfair why I should be charged when my line is active and no engineer visit is needed. Does anyone know what should I do in this case? Thanks in advance.

Just one more information, as far as I know, the previous tenent in my flat was with talktalk. I do not know if this has any influence.
toplch Avatar
suspended7y, 10m agoPosted 7 years, 10 months ago
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#1
is it a virgin media line and not BT?
1 Like #2
They tried this with me too. I moved into this house 3 weeks or so after my landlord moved out. All the gubbins was there and BT told me that there hadn't been a service at the property for a number of years and as such had been disconnected completely and needed to be hoooked up in the exchange. I didn't let them go ahead with an order to reconnect me when the bill was going to be over a hundred quid and instead asked my landlord. They had been with BT and the line had been disconnected when they moved and even had their broadband service with them too.

I rang them back and told them that whilst I can understand that their computer system may indeed be in error and that if I could not find any satisfaction that day then I would be forced to contact trading standards as I could prove that my landlord had indeed only just disconnected the line and not as they were saying been dormant for years.

Phone was up and running for free in two days :)
banned 1 Like #3
if it is with a different company then bt is right it is disconnected with bt, donbt know if talk talk use their own line rantal scheme or if you still pay bt, dont know if you interested with an 18 month contract http://www.hotukdeals.com/item/463624/get-a-bt-line-installed-for-free-un/?page=2
#4
*slaps forehead* D'OH!

Sorry, obviously didn't read op properly. Thanks sassie :) x
#5
Maybe call in a fault for a noisy line and see what the techies do.
#6
If BT show the line as not connected, I'm surprised they're not concerned about who is going to pay for the calls you can make!
suspended#7
karenhornby
is it a virgin media line and not BT?

It's a BT line not a virgin media line.
suspended#8
dcx_badass
Or talk talk?

Yes. It was with talktalk previously. But from talktalk's website, it shows disconnected when I put the post code and number in. However, the line is active indeed.
suspended#9
17070
Dial that number and it will give you the number that is allocated, then phone up BT say that you want to bring this number back from talktalk

Could take up to 11 days


If talktalk have disconnected service then BT will charge you for coming back as they will reissue a new number. Do you know if previous tenant to is service with him?
suspended#10
Brb
They tried this with me too. I moved into this house 3 weeks or so after my landlord moved out. All the gubbins was there and BT told me that there hadn't been a service at the property for a number of years and as such had been disconnected completely and needed to be hoooked up in the exchange. I didn't let them go ahead with an order to reconnect me when the bill was going to be over a hundred quid and instead asked my landlord. They had been with BT and the line had been disconnected when they moved and even had their broadband service with them too.

I rang them back and told them that whilst I can understand that their computer system may indeed be in error and that if I could not find any satisfaction that day then I would be forced to contact trading standards as I could prove that my landlord had indeed only just disconnected the line and not as they were saying been dormant for years.

Phone was up and running for free in two days :)


That's weird: BT CS told me they had no privelege to remove the connection charge if the computer says the line is not active just like "computer says none" in little briton :-D
suspended#11
Starr
17070
Dial that number and it will give you the number that is allocated, then phone up BT say that you want to bring this number back from talktalk

Could take up to 11 days


If talktalk have disconnected service then BT will charge you for coming back as they will reissue a new number. Do you know if previous tenant to is service with him?



Thanks a lot, Starr. I just called, got the number and it says it's a BT line facility. In this case, should I be charged for the connection fee?
suspended 1 Like #12
toplch
Thanks a lot, Starr. I just called, got the number and it says it's a BT line facility. In this case, should I be charged for the connection fee?


I honestly dont know, its a stange one.

Try phoning them up with what youve got so far and see where that goes.

remember you have the free connection offer going about so you wont have to pay it, but for principle try and get this sorted
suspended#13
sassie
if it is with a different company then bt is right it is disconnected with bt, donbt know if talk talk use their own line rantal scheme or if you still pay bt, dont know if you interested with an 18 month contract http://www.hotukdeals.com/item/463624/get-a-bt-line-installed-for-free-un/?page=2


Thanks. I heard the offer from BeeKeeper. Just reluctant to get a 18 month contract because I may need to move again after 12 month.
suspended#14
Starr
I honestly dont know, its a stange one.

Try phoning them up with what youve got so far and see where that goes.

remember you have the free connection offer going about so you wont have to pay it, but for principle try and get this sorted


Thanks for your prompt reply, Starr. I'll have another try tomorrow. Just reluctant to get a 18 month contract because I may need to move again after 12 month.
suspended#15
toplch
Thanks for your prompt reply, Starr. I'll have another try tomorrow. Just reluctant to get a 18 month contract because I may need to move again after 12 month.


Contact homemovers department and they will move it for you, contract is to you not your property :thumbsup:

You can move house as much as you like at any time
suspended#16
sassie
if it is with a different company then bt is right it is disconnected with bt, donbt know if talk talk use their own line rantal scheme or if you still pay bt, dont know if you interested with an 18 month contract http://www.hotukdeals.com/item/463624/get-a-bt-line-installed-for-free-un/?page=2


dcx_badass
Talk talk do their own and use their own equipment at the exchanges.


Thanks, sassie and dcx_badass. This could be a reason why it shows disconnected on BT's system.
suspended#17
Starr
Contact homemovers department and they will move it for you, contract is to you not your property :thumbsup:

You can move house as much as you like at any time


If so, the 18 month contract may be not that bad to me. Thanks again, Starr.
suspended#18
melipona
Maybe call in a fault for a noisy line and see what the techies do.


The line is crystal clear :-D
suspended#19
Rugbymum
If BT show the line as not connected, I'm surprised they're not concerned about who is going to pay for the calls you can make!


Dunno. Anyway, I have only made 0800 calls.
suspended#20
toplch
If so, the 18 month contract may be not that bad to me. Thanks again, Starr.


No probs, let me know how you get on
suspended#21
Starr
No probs, let me know how you get on


That's strange. One customer adviser told me I can move the contract with me but another one told me that I cannot. Both are very confident about it. The second one will ask her manager to confirm it with me tomorrow.
#22
It's possible that routing from the exchange to your premises has been provisioned for another end user. An engineer may come out and divert it to the correct house in the coming days, and you may lose dial tone.

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