21-06-2017 05:15 PM
My builders 'had no choice' but to cut my phone line during the removal of my roof to have dormas fitted. I will need to get the line repaired/replaced. Would I contact BT or go through EE. Struggling to get through on customer service and it's not a standard query so thought I'd ask here first. TIA
21-06-2017 05:29 PM
@Suzanne3 You need to call EE customer services if you phone is with EE.
21-06-2017 05:40 PM
Hi @Suzanne3 and welcome to the community.
Please do speak to our customer service team and if you choose option 3 and then 3 again that will get you through to the faults/issues team.
Please bear in mind it may be a chargeable repair on the line.
Do let us know how you get on.
21-06-2017 05:43 PM
Thanks. I wasn't sure with it being a BT line, though I suppose EE will arrange it through them. Just hope I don't end up paying twice the price!
21-06-2017 05:54 PM
Lee, My service is with EE.
Mark I doubt they'll offer to pay, it was impossible to keep in place as it would go diagonally across a room.
Bit of a pain really, another in a long list when you're doing a big building project I suppose. I don't suppose anyone as any idea how much I can expect to pay?
21-06-2017 05:59 PM
21-06-2017 06:01 PM
@Lee_H What’s the install call if you have to have a new phone line when switching to EE as your phone/BB provider ? As I’m sure that’s what the cost would be as that’s all it is.
21-06-2017 06:10 PM
Thanks all. I hope it is just £60! I'll keep you posted when I get through. I was on hold for ages. I'll try early morning instead. Cheers
21-06-2017 06:43 PM
@Suzanne3: More to the point, who do you pay your phone bill to? It needn't be EE even if you have BB with them.
21-06-2017 09:36 PM
I pay the phone bill to EE.
I'm a bit confused as to who installs/owns the telephone lines these days - thought they were all BT. I had cable for 20 years up to this year so it's all new to me!
21-06-2017 09:45 PM
When it comes to any broadband or telephone landline faults, you should always contact the company who bills you for that particular service.
21-06-2017 09:59 PM
BT Openreach own most of the landlines in UK but phone providers, incl. BT Retail, rent the lines from BT OR & onward charge their customers accordingly for landline & phone charges. These phone providers may also provide BB hosted on the same landlines but don't always. You can get your BB from a diff provider than for your phone. Hence my Q.
It's all rather convoluted but you needn't concern yourself about it as you get both BB & phone from EE.
22-06-2017 12:28 PM
Thanks all. Builders have advised I wait til the scaffolding is down to sort it out so I'll keep you posted in a few weeks time. 🙂
24-06-2017 07:15 PM
BT are responisble for the line from exchange to the master socket. If your builders cut that then only Openreach can repair it - and probably charge for it. They sometimes use a NT box on the outside eaves that is a junction en route to the master socket.
If the cable was between the master socket and another part of the house (an extentension to your line) then it is your responsibility and you don't need to involve Openreach - get a friendly telecoms/internet engineer to re-wire it.
Either way - someone has to pay, and your builders should have included a contingency for the cost of moving the line, even if they weren't qualified to move it themselves.