Hi,

I have recently just signed up for Madasafish home phone. However, i have hit a few problems.

When i asked BT if i had a line in my property they said i needed a new one. But i did not want the 12month contract so decided to call Madasafish. However, they said i had a stopped line and they would start this again. Which they have done. But the line is not working, i am not getting a dial tone at all from all 4 sockets!!

The problem is i belive the line is not even in my property - i live at a very strange address where 3 properties have the same address and two are businesses!

MAAF have sent out an Operreach person yesterday but they never showed up So i am waiting to hear when they will show. But they told me i would not be charged because they did not show - wasi supposed to pay then??

Anyway my main question is, when they do call out will they be able to tell the line is activated at another property and if it is will they be able to move it over to my property? If not, are they able to tell what the line in my address is attached to because there are 4 BT sockets but not one is producing a dial tone.

Many Thanks,

Daniel
Last edited by danall2 : 20-04-2008 at 09:47

Tell them there is no dial tone on the test socket inside the Master Socket (the one with the removable bottom half). That is the point at which the line provider's responsibility ends and yours starts.

In other words, the fact that none of the other sockets worksd is irrelevant - if you want them working, you will be charged.

But it could be the fact that that the line they have 'turned on' is not infact the line into the property and surly that is not my fault.

Anyway regardless of this, is it possible to move the 'connected' line into my property? If so, how much would this be? Because surly it would not cost more than £115 which iswhat MAAF were going to charge for a NEW line.

Also, when they come and if they do see its not a fault on the line - will they charge me or will they inform me of the work that needs doing and then i can decide whether to pay or not.

Thanks,

Daniel

You have ordered a line in your property and it's not working. That's a fault which, obviously, should be fixed free of charge. If they've connected the line to the wrong place, how can that be your fault?

However, they could charge you for the actual connection of the line... BT charge £125 for this, MAAF could pass on that charge to you.

As for fixing the line, well, as Heinz says, that not your fault, you've ordered a working line, that's what should be supplied.

Cheers
Alun

£125 is the Retail charge, the Openreach wholesale price is £88 ex vat

connecting the line to the wrong place isn't the EU's fault. however we still have to go out and prove a pair to the EU's socket. which is 1 man 1 van. we charge the CP's for doing this and it's upto them wether they pass the charge onto their EU.