Hi all,
I'm moving house so after speaking to BT to move my line they said that because it's a different exchange they can disconnect my old line and connect my new line within the hour on the day.
As far as my broadband ISP (euro1net.com) goes BT said that my ISP should be able to connect me on the day as well and to contact them to arrange. (This advice is also available on the bt website about moving home)
After contacting my ISP they said that reconnection on the day is NOT possible and this will take the BT standard lead time 7-10 working days to complete reprovison of broadband services, further this would have to be done from the time of connection! (There is also a £69 reconnection charge which apparently is passed on from BT.)
So I sent an email to BT to get clarification and emailed back saying call this number which was actually the PSTN fault line who weren't able to clarify anything. What they did tell me was that the BT wholesale department handles this type of query but they only deal through the ISP.
I'm not happy with this because my ISP are telling me one story and BT are telling me another and now I'm want to get to the bottom of this £69 charge which is detailed in my terms and conditions for euro1net but actually comes from BT. BT won't give me the contact details for BT wholesale so I can make an enquiry and the ofcom website doesn't provide any information that I can find about either subject. So it looks like I am going to have to escalate the matter further with euro1net but I get the impression their customer services is not as helpful as I would like...unless anybody else here can offer advice?
I'm moving house so after speaking to BT to move my line they said that because it's a different exchange they can disconnect my old line and connect my new line within the hour on the day.
As far as my broadband ISP (euro1net.com) goes BT said that my ISP should be able to connect me on the day as well and to contact them to arrange. (This advice is also available on the bt website about moving home)
After contacting my ISP they said that reconnection on the day is NOT possible and this will take the BT standard lead time 7-10 working days to complete reprovison of broadband services, further this would have to be done from the time of connection! (There is also a £69 reconnection charge which apparently is passed on from BT.)
So I sent an email to BT to get clarification and emailed back saying call this number which was actually the PSTN fault line who weren't able to clarify anything. What they did tell me was that the BT wholesale department handles this type of query but they only deal through the ISP.
I'm not happy with this because my ISP are telling me one story and BT are telling me another and now I'm want to get to the bottom of this £69 charge which is detailed in my terms and conditions for euro1net but actually comes from BT. BT won't give me the contact details for BT wholesale so I can make an enquiry and the ofcom website doesn't provide any information that I can find about either subject. So it looks like I am going to have to escalate the matter further with euro1net but I get the impression their customer services is not as helpful as I would like...unless anybody else here can offer advice?























