Phone Lines

[coalescent]

So, for the past couple of days I've been trying to get BT to connect my phone line, working under the assumption that I need a phone line before I can do anything about internet access. This has proved harder than you might expect.

To start with, when you call the BT customer service line the first thing it asks you is what number you're calling about. Since I currently have no number, this is no use to me. I eventually got around the problem by calling the billing department and getting them to transfer me to customer services.

They weren't much help, though, since they insisted that I don't exist. Or more accurately, that my house doesn't exist. It doesn't come up in their database; in fact, they seemed to have some trouble with the concept of my street, too. After being bounced around a couple of times, I reached someone who informed me that when the Post Office was open they could compare databases. So I gave them my number, and they said they'd call back.

Credit where credit is due, they did call back when they said they would. On the downside, though, when the man said 'I'll transfer you to someone who can help' what he actually meant was 'I'll transfer you to a complicated menu system in whch none of the options seem to match your requirements', so I ended up bouncing around between departments again.

Eventually, I got through to a guy who seemed to know what he was talking about. Yes, he said, comparing the databases shows that your house does in fact exist; unfortunately, he said, our records show that it's never had a BT phone line before. This means that there will be a connection fee. Of UKP74.99.

Erk.

He did say that if it turns out the house has been connected before, that fee won't apply. I'm fairly certain that's what's going to happen, since (a) there is actually a phone line in my flat, whatever they seem to think, and (b) the guy on the same floor as me has very fast ADSL supplied by BT, but if not, that's a big hit. I'm currently debating whether I need to get this sorted before I worry any further about internet connections, or whether it's possible to get it all done in one go.

Comments

[colours.livejournal.com]

have you thought about working something out with the guy on your floor?

[coalescent.livejournal.com]

It occurred to me, but I'd really rather not be dependent on him for my connection. And I'm not sure he'd want the hassle at his end, either, to be honest.

[hawkida.livejournal.com]

Do you have any cable TV service in your area? You might find you do as well to get cable/internet/broadband as one package from Telewest or NTL. Or did you already look into that?

A handy tip. When transferred to something with lots of menus sometimes it can be a good idea to not choose any of their options. It makes the system think your phone isn't touchtone and you go through to a generic customer services person instead of being led down the path they want you to take. Doesn't always work, but it's an idea to give it a go.

[coalescent.livejournal.com]

Sadly, NTL and Telewest don't like my postcode. :-/

The menus did at least always have an option for 'other', so I kept hitting that. It just took a while to get anywhere...!

[fba.livejournal.com]

BT really are teh sux.....

Don't use them for your ISP - not if you value your sanity.....

[coalescent.livejournal.com]

The crazy thing is, my parents use them and have never had any trouble. Sigh.

[scribeoflight.livejournal.com]

I use BT, and have had a little bit of trouble, although when I had the trouble I also got a refund of that month's fee...

[truecatachresis.livejournal.com]

I have ADSL through BT, and have had no problems whatsoever. On the rare occasions when I've had to call customer service, everything's been smooth. Had the ADSL go down once, but that was an exchange problem, and would have affected me whichever ISP I was using. As soon as I spoke to BT, they told me exactly what the problem was, and gave me an expected resolution time.

That said, when I've had to call BT for work purposes when a site's ISDN line has gone down, their response has been more variable. Often, it takes several attempts to get them to admit there's a problem. I'm not sure if it all gets routed through to the same people, so I'm not sure the commercial experience is useful, as we certainly phone a different number.

[itchyfidget.livejournal.com]

To get ADSL, if that's what you're thinking, I think you need to have the BT bit sorted out (since your ISP will need to know which number it applies to).

In the past I've had very mixed experiences of BT, mainly because it's such a huge organisation that the right hand frequently has no idea what the left is doing. If you get someone who knows what you're talking about, it's fine - if you don't, it can be a very fruitless hour being passed from pillar to post. The latter particularly applies to anything to do with internet access. Once, for example, the guy at BT Surftime asked me, in all seriousness, if I had tried downloading my ISP. What can you say to such people??

Speak to the guy downstairs

[gagravarr.livejournal.com]

Pop down, see they guy, and ask him if you can have his phone number for the purposes of beating BT into giving you a phone line. Also, get what BT think his billing address is.

Then, ring up BT again. When they say "we don't know your house" or "your house isn't connected", trump them. Tell them the number of the guy downstairs and say "he's already with you, he's 2m away vertically". They'll then hopefully magic the problem away

The 75 quid is for them bringing new wires into your house from outside, which you shouldn't need.

Re: Speak to the guy downstairs

[coalescent.livejournal.com]

Pop down, see they guy, and ask him if you can have his phone number for the purposes of beating BT into giving you a phone line. Also, get what BT think his billing address is.

I'm way ahead of you. :-)

Emailed the guy, got the phone number: this time, everything worked smoothly, and in theory, I now have a connected phone line.