A new phone line setup should not be a problem for BT…yet so many customers experience problems and send in their complaints and pay £120 for the connection fee.
I phoned on Friday 27th November to order a BT line for my new flat. I was advised that there was already a BT landline here which would be canceled on Monday 30th November and to call back at this date. I was assured that by following this procedure my line would be connected within 3 days rather than having to wait for a 11 days due to a “line takeover” rather than a renewal.
When I called back on 30th November I was told that the line had been disconnected at the exchange, that I had to pay a £120 connection fee, and that an engineer would have to visit my new address to turn the line on. The date given for this appointment is far more than the 11 days away the line takeover would have cost.
I am extremely disappointed that BT disconnected the line despite already having knowledge that I was to move in. It is as if BT are intentionally trying to make profit at my expense. Had I not followed the advice given to me on 27th November I would not have had to pay this fee and would have my landline sooner, and yet despite the customer service representative and his manager acknowledging this fact I am being forced to pay for BT’s mistake.
This is disgraceful behaviour. In the future I will avoid all dealings with BT or any connected company. If it weren’t for the necessity to have a BT line in order to receive broadband you can be assured you would never receive my business again. Essentially you are abusing your lucrative position as the only broadband enabled phone service provider to treat customers with contempt.