BT:
Why are you ALWAYS difficult to contact, argumentative, contradictory, wrong, threatening and expensive...?
 

The Porting of 01245-348000

The saga started around 1995 when we obtained the rather nice exchange number 01245 348000, and used this until 2003 when we moved across Chelmsford to our present location - which is also an 01245 exchange (Danbury). In those days, number porting was not possible - even moving a number within one code area was not possible, and we were forced to pay for the redirection for the past 8 years - so thus far BT has managed to charge 1000 under what we feel are false pretences.

This is another one of those case where BT exploits customer inertia - because when faced with the task of sorting this out, we occasionally tried to tackle the BT system and process, but gave up after a couple of wasted hours. Everything about BT customer service is now about avoiding having to answer a phone. The experience of dealing with a BT call centre has long since been the butt of jokes, so you might think that alternatives can only be better..?

 

At some point in those 8 years BT was told by the industry regulator to stop messing about and enable number porting to other telcos,  which presumably meant within its own network as well! Starting a few years back, we tried to find out how to port the number to a VOIP provider, and gave up. Foolishly no log of that process was taken, but you can be quite certain much time was wasted, and much frustration was incurred.

A few days ago we looked at the bill and felt that by now SURELY this was possible. We paddled through the online interface and could see nothing about number porting. The BT website is a maze of massive proportions, apparently designed to shoo punters away, and stop bothering them. After 3 or 4 goes, the online chat eventually worked and we were given a number to call for further information. So we called for help on 0800 800 152 and were on hold for 32 minutes before getting through to someone who told us (very nicely, and in English) after ascertaining details of the number and account number, that the receiving VOIP provider would initiate the process.

We asked one of our existing VOIP providers (that our exchange system presently uses) to perform the act, and gave them all the requested details.

From: Voipfone Porting Department [mailto:porting@voipfone.co.uk]
Sent: 27 October 2011 09:30
To:
Subject: Porting 28357116 - 01245 348000

Hi

Unfortunately your porting request has been rejected for the following reason

================================================================================

Main Billing Number: 01245348000
LCP installation postcode incorrect

================================================================================

The postcode submitted was CM1 1NP as this is the exchange at Chelmsford.  I also put a note on the request with your address  and this is incorrect also.

I think the best thing to do would be to contact BT and ask them to confirm the installation address and postcode for this number.

Once we have this we can get this resubmitted.

Unfortunately there is a 10.00 rejection fee.  I will wait to hear back from you with regards to the above.

Thank you in advance.


You may me interested to know that you can now talk direct to our porting department via live chat by clicking on the following link: http://porting.voipfonechat.co.uk

Kind Regards,

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

 

What a hopeless "failure advice" that was. Typically for BT, it contains their own jargon to help keep the punters confused. LCP?

So we have forwarded all this to btcare@bt.com and await the next news... part of what I sent included reference to this site, and apparently one of them read the other BT tale here and responded with a tweet. This is actually an outrageous misuse of twitter by BT. Utterly disgraceful.

If you read the ADSL saga, you will see that it was entirely BT's problem - like every ADSL we have ever encountered involving the BT network. But BT's threat of charging 150+ for any call out continues

Latest news on number port:-

From: Voipfone Porting Department [mailto:porting@voipfone.co.uk]
Sent: 02 November 2011 09:41
To: William Poel
Subject: Re: FW: Porting 28357116 - 01245 348000

Hi William

Sorry for the delay in getting back to you.  I have been on to BT with regards to this and they have agreed that the postcode that was submitted was correct.  The fact that it had 2 spaces has nothing to do with it at all it was just not looked at correctly by BT's porting team.  

The rejection fee will be wavered in this case.  The BT team said that it would be looked at again.  I am just waiting for them to confirm the porting date.  As soon as I hear back from them I will contact you.


Kind Regards,


iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom
 

Yes, all this time was wasted because BT refused to accept that CM1 1NP was the same as CM1  1NP . What a bunch of clowns.

And finally....

From: Voipfone Porting Department [mailto:porting@voipfone.co.uk]
Sent: 02 November 2011 13:36
To: William Poel
Subject: Re: FW: Porting 28357116 - 01245 348000

Hi William

Good news, your porting request has been accepted and due to go ahead tomorrow the 3rd November.

Please login to your account  https://www.voipfone.co.uk/account.php 

Once logged in please then click on the link below to make porting fee payment.

https://www.voipfone.co.uk/builder.php?payment_type=port

Once this has been received a invoice will be generated which you can view from your account.

Please be aware all numbers ported over to our network will not be activated until porting fees have been received.

Please be aware that once your number has been activated on your account if you call this number from a Voip account then it will ring your phone that is registered on your account, this doesn't mean that the number has been ported as it will not ring if called from outside the Voip network until the port is completed. 

Thank you in advance.


Kind Regards,


iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

 

Midday Nov 4th - tested and it WORKS!! Now let's see if BT stops billing the redirection...