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Moving House and from Virgin to BT |
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#1 |
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Forum Member
Join Date: Apr 2002
Location: Hertfordshire
Posts: 152
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Moving House and from Virgin to BT
Sorry this is a bit of a long post, but its a long saga with BT, can anybody give me any advice or help on how to place an order with BT :
Moving date 4th March 2009 6th Feb • Called Virgin to cancel Broadband and Telephone services 1 month ahead of needing the service terminated. OK. 13th Feb (Friday) • Called BT (0800 800 150) to apply for the phone line at new address (which is already BT) to be transferred to me and port over Virgin Phone number • Options Team told me that it was not possible to move Virgin Number to BT at different address without first installing a BT line at original address, at a cost of £122 which would take 11 days to install. This was not acceptable. I asked for a reason why I could not be connected technically and was screamed down the phone that ‘I have already told you it is not possible’ I asked to be put through to a supervisor and was then cut off • I called back immediately and was cut off, as soon as the phone was picked up • Called back a third time and got through to Options Team, who told me that it would be no problem to transfer the number, however the only thing preventing this from happening was the fact that I had cancelled the phone line at original address and thus he was not able to port the number over, if I removed the stop then 24 hours later it would be portable. • Contacted Virgin and removed the stop on original address Virgin line 14th Feb (Saturday) • Called Saturday 24 hours after the stop was removed from the Virgin Line. • Cut off twice both Options team • Eventually got through to Sales. Can’t port over number as the line at new address had not been stopped. • Contacted Estate Agent who asked the current owners of new property to stop there phone which they did within the hour • Contacted BT, Sales, Virgin will still not free line she could not understand why, Options team had already confirmed they were on the same exchange (was originally a BT no.) So she put a note on my account and promised a call back within 48 hours, with a solution or that it couldn’t be done so I could place an order, the reference 15th Feb (Sunday) to 22nd Feb (Sunday) • Holiday in France did not receive a phone call or anything from BT 22nd Feb (Sunday) • Spoke to sales team again still couldn’t help me or provide a reason why I had not been contacted. I asked to speak to supervisor who was not available, as I was due at dinner at parents in law and had been on the phone for an hour I asked for the supervisor to return my call on my mobile, no call received 23rd Feb (Monday) • Called sales – New Lines • 08:55, tried to set up new order with port over of the Virgin number, could not complete this. • She did offer me the option of having a 2nd BT line installed at new address to which the number could be ported, but I could not understand what the benefit of this would be and Julie couldn’t provide me a reasons to why this would help. (If I could do it for £29 then this would be an option, see below) • I asked to speak to supervisor, was put through, who tried to help. Supervisor spoke to Options team who provided her with the same information as me, i.e. one person said you could not port over the number and a 2nd told her that you could. • Then tried again and still could not create order, therefore Supervisor called back over and told me she would speak to the Options team with me to sort this out. • Supervisor also confirmed that she could install a BT line at original address for only £29 to which the could port the Virgin number, however this would take 11 days and we are now less than 11 days from the date I move out of original address this is no longer possible but would have been fine when I first contacted BT ! • Supervisor put me on hold whilst she contacted the Options team • 10 minutes later the phone started ringing rather than paying the holding music, after a further 10 minutes or so the line gave the engaged tone. I had been on the phone for 1 ½ hours and they were not courteous enough to even phone me back. • Enough was enough I would have to speak to the options team myself, first statement was it can’t be done, the only solution she could offer me was to take a new number with BT at new address and then apply for the number when Virgin free it up which would be approximately 2 weeks after I cancel the Virgin phone, but that I could have a BT phone on the day I move into new address (albeit I couldn’t even choose my number) She did also share with me the fact that a year ago this would not have a been a problem and that it is only a problem because of a BT System change 24th Feb (Tuesday) • Tried to get through to complaints, but soon as I get through to customer services they transferred me to either Option team or Sales • I am told options team is for broadband only and thus I should not be talking to them about telephone • I am told that I now can’t order the phone until I have moved in and that it will take 2 days to connect !!! This is totally different to yesterday, how can I contact BT on the day I am moving I won’t have a phone or Broadband ! • After 1 ½ hours of trying I eventually get through to a customer services person who seems remotely interested, he wont transfer me to a supervisor as the website suggests he should if I ask • If have an interview to conduct so ask that he or some that can help calls me back, by this time I am very tired of explaining the situation. • Virgin call me to confirm that I still want to be disconnected as they would like to keep me as a customer. They also confirm that the original number is still valid and thus should be no problem to port over, they could, so why cant BT ? • He calls me back (the first return of call I have had from BT) at 13:20 • He transferred me to sales in the UK who immediately cut me off 13:22 • 13:23 he calls me again as I was cut off, I am transferred to sales and told I will be contacted in 1 hour to see how I got on, sales immediately cut me off ! • Its now 14:26 and still no contact from BT |
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#2 |
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Forum Member
Join Date: Jul 2002
Location: NE Essex,6½m SSW of Sudbury TX
Posts: 7,107
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#3 |
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Forum Member
Join Date: Apr 2002
Location: Hertfordshire
Posts: 152
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Heinz,
Thanks very much was all sorted out yesterday. How can BT survive with this sort of customer service ? and the only way to resolve an issue is to go through teh Executive Support Team |
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