Broadband, Builders, Bloggers, and British Telecom

If you’ve wondered where Hugh has been for the last week, well here’s the story.

Hugh's Workspace Blog HopLast week we moved house, here in Wales.  The move itself went very well, but what did not go as planned was for British Telecom (BT) to move our home phone line and broadband.

Despite informing BT of the move three weeks before moving and informing them we were moving into a ‘new build’, they didn’t seem to check that we could get connected at the new house until two days before we were moving in.

They took twelve months landline rental from us and encouraged me to sign a new 12 month contract with them to avoid a £135 connection fee at the new house.  One week later and we are still without a phone line that works, meaning no wi-fi or broadband.

I’ve spent countless hours on my mobile phone to them, mainly trying to communicate with a voice recording that tells you how BT care so much for its customers.  When I finally get to talk to a human being at BT I get so many excuses from them as to why our phone line and broadband can not be connected.  Here are some of the excuses I’ve had so far.

  • Your builders have not informed us that your house is ready for occupation.
  • The mountain outside your house means we need to lay extra cables so you can get a good signal.
  • Your whole developement has network problems and needs cables running to it.
  • You live in a poor reception area so we need to do some work at the exchange to get your phone line working.

Needless to say that as we are not the first ones to move into a house on the new developement and as we only moved two hundred yards down the road from a house which had both good phone and broadband connections, I asked BT why then do some of our neighbours have broadband and phone lines that work?  Their response – “due to data protection we can not discuss other accounts with you.”

I’ve hated not having broadband, yet I’ve also quite enjoyed the break away from planet blog and the web.  However, we needed to check emails so purchased a small mobile wi-fi device.  Sometimes it works, sometimes it doesn’t and, when it does work, it is slow.  It’s certainly made me feel how much I appreciate having broadband and to never complain about its speed again.

So while we have builders in the house (who are all a very nice bunch of guys) finishing off a rather long snagging list, I’ve taken this opportunity to write this post and to update you on just where I have been and what I have been doing.

During my time away I’ve been amazed by my blog stats.  Despite being offline for a while I’ve had many visitors to my blog, picked up a few new followers, and have had some lovely emails, tweets, messages, and text messages, asking if I am OK.  Well thank you so much to everyone who has been in contact.  Just goes to show how powerful and wonderful this whole blogging community is.

As for when we will have a phone line and broadband, well the latest is that we should be connected on or by July 6th.  Fortunately we are heading back to Hove on Saturday but we are coming back to Abergavenny one week later on July 4th.  I’m just hoping that when I walk through the door on that day and pick up a phone, I will hear the ‘purring’ of a dial tone and see the wi-fi and broadband symbols on the BT router are flashing blue instead of red.


110 thoughts

  1. Oh dear! You can’t live with them, and you can’t live without them. Very frustrating! I hope it is all sorted when you get back. Purr, purr! 🙂


  2. Yikes! And we thought those days of dial up where it took hours to connect only to be bumped off by an incoming phone call were bad! Good luck, Hugh! Miss you!


    1. Thanks Kat. I am back in Hove now so have broadband and a phone-line. However, we are going back to Wales on Saturday so no broadband and phone-line until the 6th July. It’s only a few days and I am keeping everything cross that the phone company will have the problem fixed by then.

      Liked by 1 person

      1. I’ll keep everything crossed here for you too! While we know we CAN live without it all, it does help to have it, right? 🙂


  3. I hope that this is all sorted now, Hugh (I’m guessing yes since you’ve been pretty active here in the online world). What a nightmare. I’ve heard of horror stories like that from my friends here in Australia who move often and it’s always a hassle dealing with the telco providers. A lot of us – or at least my generation – don’t have a fixed phone line at home and we just need broadband. Sometimes it takes up to three weeks to get a connection at a new place.


    1. I’m afraid not Mabel. At our house, here in Wales, we still have no home phone line or broadband. We were back at our home in Hove last week, hence all the posts from me. An engineer is due tomorow to try and fix the fault but I am not going to kid myself that it will be sorted out. That way, I won’t be disappointed when he tells me he needs to get some spare parts and will come back on another day.

      Liked by 1 person

  4. Many of these Tell – a -Com places are run by absolute twits. Their technical staff has the savvy of a bumbling troglodyte trying to impress their paying customers with their supposed expertise and know how.

    My previous cable company fits this bill perfectly. They offered me a peach of a deal based on a mere one year sign up contract. The offer seemed a bargain and so I signed on the dotted line. What a mistake that was.

    Once a month the cable and internet and telephone connection needed to be physically tweaked…..unplugged from electrical outlet, turned off one minute, plugged into outlet, rebooted and cable connections once again set up.

    For the twelve times I called technical support for assistance I was placed on hold for 30 minutes, offered the same litany of possible solutions to the problem, informed that the layout of my suite did not conform to the technical schema required for optimal reception and so on and so on.

    Needless to say I dropped that company after the one year lease and found a server that is one million times better and customer responsive.

    I can appreciate your plight and share your frustration with this company. The internet has become a way of life for us all. It is an important factor. I hope that your situation resolves itself when promised.

    The only other alternative is learn how to send smoke signals. Hopefully the wind currents will allow you to get your messages out without too much technical interference. 🙂


    1. It seems many of us have been where I find myself now with no proper broadband or home phone line connection. Problem is that for the last three years there have been no problems, then, as soon as we move house the problems begin and the excuses get bigger and bigger.

      I have an engineer booked to arrive tomorrow and I’m hoping that the problem will at last be fixed. If it is not then I am seriously thinking of starting to publicise the problems more and more, especially given the fact that British Telecome have been sending me messages all week saying that my services are now all working and that they hope I am enjoying the them.


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