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Old 18-Jun-2007, 17:01   #1
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Help with BT telephone line and Internet. (leady?)

I live in a shared house with a guy who's moving out at the end of the month and the phone bill is in his name. We called to switch the name on the bill and apparently the only way they'll do that is to stop the telephone line and start it again 3 minutes later. Being the suspicious people we are we figured that'd kill our DSL connection so we called up our ISP support and they confirmed our fears: If we change billing then all the services on our line will be cancelled, resulting in our DSL being cancelled.

Worse yet if we had just gone ahead with it through BT then we would have been without Internet for 3 weeks as BT don't inform the ISP when they do this which results in kerfuffle getting the line reactivated. Our ISP said the quickest way to do it was to cancel our line with them, then change with BT and then reactivate our line with them, but this would take a minimum of a week anyway. We'd also have to pay the 45+VAT line connection fee again.

Does anyone know anyone I can abuse in BT about this because it's frankly appalling that I a) can't switch names on the bill (apparently due to their billing system) or b) keep services on the line during the 3 minutes between the stop order on my housemates name and the start order under my name.
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Old 18-Jun-2007, 17:29   #2
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Just spent 15 minutes on the phone to them trying to get them to change the name. They were really adamant but the lady foolishly let slip that they can change the name when someone gets married, cue me saying that we'd just got married and Gavin Willingham wants to change his name to Dale Hirst. She then said we'd have to write with a marriage certificate so if worst comes to the worst we'll fake one of those up and get it changed that way which may lead to some interesting database entries later in life but I don't really care. What really matters is they obviously have a way of changing the name they're just being too stubborn to go to the effort for us.

Does anyone have a number or email for someone high up enough to deal with this? I'd really appreciate it.
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Old 18-Jun-2007, 18:18   #3
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Could you not say your housemate died and you would like to change the name ?

Surely they wouldn't make you cancel it under those circumstance. Might not work now you have called a couple of times though
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Old 18-Jun-2007, 18:19   #4
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BT are fucking useless
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Old 18-Jun-2007, 18:22   #5
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LOL, literally rolling on the floor laughing here, thought I'd give it a go changing the name by calling up again and saying I've just got married and would like to change my name... from Gavin Willingham to Dale Hirst. 2 minutes later it's done, no questions asked. Ridiculous. <3 BT.
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If Rooney kicks a ball at the World Cup then I will eat my underpants
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Old 18-Jun-2007, 18:24   #6
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what ?

How does that work then.

Maybe you just got someone who knew what you were doing, wasn't an idiot and let it slide.
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Old 18-Jun-2007, 18:46   #7
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congrats!
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Old 18-Jun-2007, 18:54   #8
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splendid...gratz Mrs Willingham
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Old 18-Jun-2007, 22:31   #9
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y wld a bloke change his name when getting married? unless gay wedding? errrrrr gay!
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Old 18-Jun-2007, 22:41   #10
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Why the fuck weren't we invited? Bageh is dead upset at not being asked to be a bride's maid!
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Old 18-Jun-2007, 22:56   #11
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lol thats how useless they are
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Quote:
Originally Posted by Jamey
We had a fight and Kirk won. He beat me to a pulp and I cried... I cried like a little bitch because I'm so gay.
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You call that breaking my spine?! You red team ladies wouldn't know how to break a spi *snap* *crash* ARGH MY SPINE!!!
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Old 21-Jun-2007, 16:48   #12
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Quote:
Originally Posted by NWA
I live in a shared house with a guy who's moving out at the end of the month and the phone bill is in his name. We called to switch the name on the bill and apparently the only way they'll do that is to stop the telephone line and start it again 3 minutes later. Being the suspicious people we are we figured that'd kill our DSL connection so we called up our ISP support and they confirmed our fears: If we change billing then all the services on our line will be cancelled, resulting in our DSL being cancelled.

Worse yet if we had just gone ahead with it through BT then we would have been without Internet for 3 weeks as BT don't inform the ISP when they do this which results in kerfuffle getting the line reactivated. Our ISP said the quickest way to do it was to cancel our line with them, then change with BT and then reactivate our line with them, but this would take a minimum of a week anyway. We'd also have to pay the 45+VAT line connection fee again.

Does anyone know anyone I can abuse in BT about this because it's frankly appalling that I a) can't switch names on the bill (apparently due to their billing system) or b) keep services on the line during the 3 minutes between the stop order on my housemates name and the start order under my name.

Now for the real answer

Yes to change over the name on the bill triggers an internal cease and provide on the core BT system that manages phones (its 25 yrs old and huge). This in turn triggers a unsolicited cease request through to your SP of choice via our reports. However they can then quite simply overide this to indicate that you are changing supplier, not actually ceasing the line.

The STOP order will kill your phone for 3 minutes, but your DSL will be unaffected unless your ISP allows the triggered cease to complete.

Hope that helps
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Old 21-Jun-2007, 17:02   #13
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Ooooh Leady=win!

Interesting that with the number of student shared houses in the uk that this is still a nightmare that they all face each year. Although I bet the 45+vat change is quite an earner for BT ;-)
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Old 21-Jun-2007, 18:18   #14
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Thanks for clearing that up leady, if only BT call centre staff (including 2 managers) knew that/could explain it.
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Old 21-Jun-2007, 18:31   #15
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and i hadn't needed to get married to a bloke? or is that bit ok
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Old 21-Jun-2007, 18:59   #16
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You're just jealous coz you can't have me.
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Last edited by NWA; 21-Jun-2007 at 19:02.
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Old 21-Jun-2007, 19:02   #17
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Old 21-Jun-2007, 19:13   #18
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incidentally though, given that you have "pretended" to get married the contract is still in your name legally. If your mate defaults the debt will be yours as you will still be the contract owner (legally at least)
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Old 21-Jun-2007, 19:15   #19
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oh and as a complete aside, trickery seems to be on the corporate ok list again now after being black screened for a while.

strange
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Old 21-Jun-2007, 19:19   #20
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Quote:
Originally Posted by leady
incidentally though, given that you have "pretended" to get married the contract is still in your name legally. If your mate defaults the debt will be yours as you will still be the contract owner (legally at least)
Other way around i think Leady, the original contract was in NWAs mates name, NWA has changed it to his name.
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Old 21-Jun-2007, 23:31   #21
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You're just jealous coz you can't have me.

quite happy to wait for the divorce!
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Old 22-Jun-2007, 00:04   #22
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Quote:
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incidentally though, given that you have "pretended" to get married the contract is still in your name legally. If your mate defaults the debt will be yours as you will still be the contract owner (legally at least)
Well, half of it will be, anyway
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