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Standard User LeeALeeA
(newbie) Fri 27-Feb-15 13:28:28
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BT disconnected my phone line 4 days before Broadband starts


[link to this post]
 
Hello Group.
I would like to know if this is usual?

I have ADSL with Virgin, which was transferred to TalkTalk this Jan.
I decided to change to BT package 2 Feb. I signed up for telpehone and broadband;
Keeping my telephone number. Installation contract 18.2.15. Two days before I phoned
them, my installation had not been processed, despite me talking to a BT engineer on 5.2.15
to confirm that my existing telephone number was correct. (2 lines to same address)
They issued new contract. Completion due 02.03.15. (Monday)
Today Friday, my phone line goes dead. I cannot dial out.
I start to receive incoming calls not on my number.
i cannot dial into my old number.

I phone BT they say they cannot help me until Monday because that is when my phone contract
starts. They do admit that it is in the transfer process.

So BT have assigned me a new number. I cannot dial out from it.
I have no internet with TalkTalk.
BT says they will sort it out in 48 hrs.

Why has BT messed up this transfer process?

When I spoke to 'Richard' at BT this morning, he said this was most unusual.
Had I not paid my telephone bill?
He said he had never heard of this problem before...Was he deliberately telling lies?

Before he transferred me to another help line who could not sort it out.
Followed by another transfer to a management line.

I understood the transfer process would occur on Monday.....why have I been
cut off 4 days before?

How can BT advertise the change over will be on Monday and it has started on Friaday?

I am now left with No telphone line out
I have a new number assigned to my phone.
I am receiving calls in including PPI selling, this morning.

Does this mean I have lost my old telpehone line number.
I have had it for 20 yrs at this address.
My outstanding broadband contract with BT designates my existing telephone number

I am interested to know if this can be resolved.
Who should I complain to?

With regards
LeeALeeA
Standard User RobertoS
(elder) Fri 27-Feb-15 13:36:24
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Re: BT disconnected my phone line 4 days before Broadband st


[re: LeeALeeA] [link to this post]
 
Have you established the name of the person these calls are for? It's possible it is someone else's migration that has gone wrong and been applied to your line at the exchange instead of theirs.

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Standard User BatBoy
(sensei) Fri 27-Feb-15 13:39:28
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Re: BT disconnected my phone line 4 days before Broadband st


[re: LeeALeeA] [link to this post]
 
That's typical of what happens when you outsource to the 3rd world.


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Administrator MrSaffron
(staff) Fri 27-Feb-15 14:54:19
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Re: BT disconnected my phone line 4 days before Broadband st


[re: LeeALeeA] [link to this post]
 
Resolved probably on Monday.

Did you at any point mention words like cease/cancel to TalkTalk it is feasible they've turned you off, and still connected to their hardware awaiting the exchange side work from Openreach to put you onto BT systems

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User LeeALeeA
(newbie) Fri 27-Feb-15 15:00:10
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Re: BT disconnected my phone line 4 days before Broadband st


[re: MrSaffron] [link to this post]
 
Mr Saffron,

Thank you for your reply and help.

The migration process has been completely handled by BT.
I filled in details on their website for their service.
They stated there was no need to contact TalkTalk.
They would handle everything, including the MAC code.

I have left it 100% to BT, which is what the website told me to do.
I have not been in any contact with phone or email to TalkTalk.
No one has phoned me from Talk Talk.

With regards
LeeAleeA
Administrator MrSaffron
(staff) Fri 27-Feb-15 15:06:14
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Re: BT disconnected my phone line 4 days before Broadband st


[re: LeeALeeA] [link to this post]
 
Okay three possibilities then

1) BT has done the migration via the less preferred cease and provide route, which can mean a day of downtime
or
2) Engineer has seen a cease job for Monday, and done it today (if you have ADSL sync but no internet this is unlikely)
or
3) TalkTalk have actioned the turning off of your account on their hardware a day or two early

Feel free to moan at BT Retail, but odds are that this will resolve itself on Monday and attempts to push for something on a Friday afternoon may mess things up further

I assume you got a 'sorry you are leaving' letter from TalkTalk, they are meant to send one out to stop slamming

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User LeeALeeA
(newbie) Fri 27-Feb-15 15:07:32
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Re: BT disconnected my phone line 4 days before Broadband st


[re: RobertoS] [link to this post]
 
RobertoS,

Thank you for your suggestions and taking the time to try and help.

I have not determined who the incoming calls are for.
Clearly the line owner will not be receiving them.
I hope they are complaining

BT will know who owns the line.
They will also know what has happened to my original number.
I cannot dial out a complete number,

BT have disconnected my original line.
They have stopped my existing connections using my phone line, via TalkTalk
Why have they cut me off my connection to TalkTalk 4 days early?

They were not meant to transfer until Monday.
They have not yet sent me the router!

I am feeling extreme anger towards BT for this mess up in migration.
Thank you for your help
With regards
LeeALeeA

.
Standard User LeeALeeA
(newbie) Fri 27-Feb-15 15:36:01
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Re: BT disconnected my phone line 4 days before Broadband st


[re: MrSaffron] [link to this post]
 
MrSaffron,

Thank you for taking the time to post your suggestions and for your insight.

I do think it is quite likely that you have hit on the reasons for these mistakes.

My guess is indeed that BT has started to do the work early, however
it has just led to these problems and customer inconvenience.
The new number is unsettling and frustrating to me and probably the current owner also.

I am suprised this mess has come about because it is just a simple telephone line
transfer from TalkTalk to BT and the broadband migration. No new lines required.

It has taken then since 2 Feb, when I first signed up.

I will certainly be complaining to BT retail, next week.

No I have had no communication, and no letter from Talk Talk about moving away.

Infact I received no letter from Virgin, that they were transfering my account over.
Just an email 4 days before transfer. Virgin stated they sent out letters...they did not.
The same also applies to another with Virgin at the same household.

With regards
LeeALeeA
Standard User vivaciti
(knowledge is power) Fri 27-Feb-15 15:55:16
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Re: BT disconnected my phone line 4 days before Broadband st


[re: LeeALeeA] [link to this post]
 
Hi,
One thing you may need to think about (and separate from you having phone and broadband issues)
New providers often say that you do not need to speak with your old provider, the reason for this is they don't want to old provider to have the chance to try to retain you as a customer, but the other thing to be aware of is a lot of contracts require YOU the customer (not an un-authorised third party) to contact them to give your required notice.

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Standard User tommy45
(knowledge is power) Fri 27-Feb-15 16:17:12
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Re: BT disconnected my phone line 4 days before Broadband st


[re: LeeALeeA] [link to this post]
 
If your line was still on the BT wholesale network so WLR3 there shouldn't of been any need for downtime on voice services ,ir any need for change of number,
This is begining to sound like you had been fully llu'd following the takeover of virgin national. If so then this would explain why you have lost your number and why the migration is the mess that it is

Edited by tommy45 (Fri 27-Feb-15 16:18:33)

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