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BT engineer to install BT phone line

quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

BT engineer to install BT phone line

it was arranged for it to be fitted today 1-6pm. no one turned up, checked my email and it said no need for an engineer to come up. there is, had already discussed with plusnet that a BT line has to be installed, as we have a virgin phone line which we need. 

plusnet speediness to take payment but delay in offering the service yourselves stated would provide. the phone number plusnet provided for the phone line to be installed is exactly same as the virgin one. can someone please explain. l had tried to contact plusnet, but they close at 6pm . terrible start to plusnet service. 

25 REPLIES 25
Thrall
Seasoned Pro
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Registered: ‎28-09-2020

Re: BT engineer to install BT phone line

@quinee58 As far as I’m aware Openreach would cancel an engineer appointment if from their records see that you already have a master telephone socket.

Do you have a socket marked BT or Openreach on it?

quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

Re: BT engineer to install BT phone line

there are two sockets, one in living room other in br. both are virgin media logo on them. they use to be BT until switch to Virgin years ago.

so are BT going to deactivate the virgin media phone sockets, so l can no longer use virgin or will it be only one of the 2 sockets? l was told by plusnet that they would add a BT phone line so the virgin line can remain active. but no one came up, 

l got an email earlier: '

Your broadband's ready to go

 
 

Hello QUEENIE,

Account username: queenie58

Good news, your broadband service is now up and running.

' so when l return home tomorrow, which socket will be plusnet and which virgin? will they be independent?

jab1
Seasoned Hero
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Re: BT engineer to install BT phone line

If you only have 'Virgin' branded sockets, they will be connected to the Virgin network. Do you know if you have a BT line into your house? Depending on the age of your property, this could be via a 'telegraph' pole, or an underground connection, but BT would not be able to run their service into your house via the existing VM wires - they are two entirely separate and independent networks.

You will need a BT NTE (socket) in your house.

John
jab1
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Registered: ‎24-02-2012

Re: BT engineer to install BT phone line

Just to add to my comment above - the socket in the br (bedroom?) will be an extension from the one in in the lounge, not a separate 'line'

John
quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

Re: BT engineer to install BT phone line

this is the problem, both sockets, in living room and br are virgin media sockets with their logo on them. they use to be BT until l changed to virgin years ago. as far as l know there is no other line. l told plusnet this and they said an engineer would come out yester  to fit a bt line, hence the extra cost. no one came. email excerpt '

Good news! We have been informed by our suppliers that you do not need to be in for the engineer to install your phone line. This doesn�t affect your date for completion but it does mean that you do not need to be home. This is because we believe all the work that�s needed can be done outside of your property.We know that once in a while records can be incorrect and things can change inside your home. With this in mind, please ensure you have a phone socket in your property.If you do not please let us know by contacting us on the number below. If you do, once the order completes your service will start at that socket.

' how can it work with virgin media sockets?

jab1
Seasoned Hero
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Registered: ‎24-02-2012

Re: BT engineer to install BT phone line

Then all I can suggest is that you contact Plusnet and inform them that you DO need a BT line installing, along with the NTE. BT's records are obviously wrong.

John
quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

Re: BT engineer to install BT phone line

sorry, just been informed there is a BT line, will try to connect, and  hope all ok. plusnet cs   is poor, their live chat is automated  robot and no call after 6pm Sad my recommender says their broadband has been reliable though

Mustrum
Community Veteran
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Registered: ‎13-08-2015

Re: BT engineer to install BT phone line

It sounds like VM have reused your old BT connection point, and fitted VM sockets. You will need Openreach to come and fix the original BT wiring and fit new sockets.

 

quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

Re: BT engineer to install BT phone line

just to be clear,there are 3 phone sockets. 2 vm, and one bt. but why is phonenumber plusnet give me same as vm? so l can test the bt  phone line by connecting  phone to it and if active it should ring?

jab1
Seasoned Hero
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Registered: ‎24-02-2012

Re: BT engineer to install BT phone line

You never mentioned the third socket. PN must have been able to request a port of you 'VM' number as it was previously a BT one before you moved to Virgin.

Yes, that is the way to test phone lines.

John
dvorak
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Re: BT engineer to install BT phone line


Moderators Note


This topic has been moved from ADSL Broadband to My Order

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quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

Re: BT engineer to install BT phone line

as l paid Plusnet for an additional BT phone socket, can we have one in the living room? the VM socket in living room can be coverted to a BT one, as it was once a BT one converted to VM.  the current BT socket is too far away. we need to connect the router to hardware.

what is plusnet's cs email?Huh

agedgopher
Seasoned Pro
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Registered: ‎02-12-2016

Re: BT engineer to install BT phone line

@quinee58 

There is no email address for Plusnet customer service. Contact must be via telephone, Facebook or this forum.

quinee58
Dabbler
Posts: 10
Registered: ‎02-03-2021

Re: BT engineer to install BT phone line

as l paid Plusnet for an additional BT phone socket, can we have one in the living room? the VM socket in living room can be coverted to a BT one, as it was once a BT one converted to VM.  the current BT socket is too far away. we need to connect the router to hardware.