This is what happened to me last week, A nightmare of a week. On 28th Feb, I couldn't get onto the internet, phoned enta (my isp of 12mths) and they said a "cease and reprovide" had been placed on my line, but they couldn't tell me who with. Phoned the next day and they said Tiscali had taken over my line and it had been LLU'd. I said how could they do this without my authority, permission or MAC, they agreed a MAC had not been issued and they don't know how this happened. I have an active broadband line but I can't get on the internet because I have no username and password. Phoned Tiscali numerous times, they deny having my line, phoned BT and they did a "Pontius Pilate" on me, washed their hands completely and said its nothing to do with them, its between Tiscali and Enta. I then phoned up BT Wholesale Tag & Marker team, they confirmed that Tiscali have my broadband connection and that its been LLU and they also said no MAC had been issued and she advised me to phone Ofcom and complain. I then phoned Tiscali's head office in London, (on Monday) and I'm still waiting for them to get back to me..... I've since been in touch with Ofcom, they have sent Tiscali an email, but Ofcom said they can't do anything for at least 12 weeks, this they consider a reasonable amount of time for Tiscali to sort this problem out, I asked if this was not illegal for Tiscali to highjack my line like this, and she said yes and she's put a "slamming order" on them, whatever that means, I don't know. I've now sent Tiscali a recorded letter with all the details and I await their reply, Ha.... I've since found out that what happened was a mistake by Tiscali in putting me onto a bulk migration LLU list, (even though they wasn't my isp, I left them in 2005) and then BT Openreach has failed to notice that I am not with the provider requesting the migration and they have allowed Tiscali to take my line. But I believe I have now made some progess in this matter. On Thursday 8th March I sent an email this morning to the CEO of BT, received a phone call off them about 11.0am the same morning, unfortunately I was in bed (I work nights) anyway, he said not to disturb me, but the chairman had read my email and was handing this over to his "specialist broadband team" and then would throughly investigate this matter, and phone me back early next week. 2. I've just had a pm off Mr Saffron, (from Thinkbroadband), who I asked for help, he has quite a few connections in the right area, who said he's been in touch with Tiscali who've admitted to having taken my line and they are offering to either take the LLU off my line, or give me a LLU MAC Code. I'm now on the internet courtesy of my wonderful neighbour who is allowing me to share his wireless connection. I'm still waiting for a MAC Code off Tiscali. Am I entitled for compensation regarding this matter, I feel that Tiscali and BT are both at fault, one for taking my line without consent and one for allowing it to happen. Thanks for reading, I know it's quite a long post. Any suggestions or advice would be appreciated.

Hi Just an update, I've written to BT asking them for the engineers report, so we wait and see. And apparently, Yes, it is our responsibility to unplug all appliances in a thunderstorm, although I don't know one person who actually does it, and who would ever think of unplugging their phone. BT are weird............ Thanks to all who've helped me. Marie

Hi Just received an email from BT and Wickerman my phone is a DECT Philips phone. For the enginners report, You will need to include the £10.00 (inc VAT) fee by cheque made payable to 'BT plc' for this request with your name and address and your account number. Please note that your requst may take up to 40 days for a reply under the Data Protection Act. Also in relation to the charges for the engineer call out your charges have been maintained as the lightening has went down the electricity line through your phone to the BT Socket causing the damage. Please note that in a time of lightening you should disconnect all electrical goods. I realise that this is not the response that you may be expecting and I hope that this information clarifies this matter for you. If you should have any further queries please do not hesitate to contact the Faults department on 0800 800 151. Thank you for contacting BT, enjoy the rest of your day. Hows about that then, enjoy the rest of your day, yeah right

Hi I agree with you, and I've been arguing this all along, but BT say No, the lightening blew out the master socket, but its my responsibility to pay to get it repaired. I will check out the complaints procedure, and I will also be asking for the engineers report. I live in hope Thanks Marie

Hi Thanks to everybody that has replied, and especially to Rob & Rich, for taking the time to help me out. I'm going to phone BT again and tell them that I'm not paying the bill and that I will see them in court. I honestly don't believe its my fault and that I should have to pay to have their equipment repaired. I'll let you know how I get on. Thanks everybody, I really appreciate it. Marie

Hi Rob No the engineer didn't test the phone, but once he had replaced the master socket, I plugged the phone in while he was there, and then it rang, and he said it was the phone test, so that was all fine. Thanks Marie PS I think the first woman was trying to say, the lighting hit my phone and this in turn blew the master socket.

Hi Again, thanks for the replies, really appreciate it No my phone was not damaged or blown up in anyway, its still working. How do I know that the phone blew up their master socket, I only have their word for that. I argued and argued that the master socket does not belong to me, so why should I pay? But they are adamant that I have to pay, its my responsibility, even though they have now cut the bill in half. As a consumer I just can't get my head around this, that I or anybody else can touch the master socket, nobody else can repair it but them, but they expect me to pay. I don't know how anything can be this one-sided and that BT can get away with this. But reading the replies on here, I think I will be phoning them again, and again and again until I can get this sorted out. Really big thanks to all that have replied. PS Could I ask to see a copy of the engineers report, and would they give it to me. Marie

Hi Yes and I missed that, the first woman I spoke to said in the engineers report, the lightning had hit our phone and this had blown out the master socket. The second woman just said the lightning had damanged it. So who knows, mind you I was so incensed after talking to the first woman, I probably wasn't even listening properly. I just couldn't get over the first woman saying "you called us" and I said who did you expect me to call "British Gas" but because I had the audacity to call them out, I was expected to pay, because on their automated message they tell you that then can charge if the fault is not theirs, and she kept telling me the fault wasn't theirs or their responsibility. So who knows, not me thats for sure.

Hi Using recorded delivery doesn't guarantee you anything, except that it should arrive and it should be signed for. Always use Special Delivery, its guaranteed to be delivered by a certain time the next working day, and its trackable and traceable if anything goes wrong, its worth the extra money if you want a better service.

Hi Thanks for all your replies, appreciate them Just been on to BT complaints dept, she said they would not rescind the bill and it stands, she said according to the engineers report,it was my phone that had blown the master socket and she wants £135.13, so I said then I will see you in court because I am not paying this. Got a phone call 10mins later, from another complaints manager, she said that because I was quoted £55.+vat, (call out charge for the engineer) she will take this away and she will amend the bill, and I now owe £64.63. They are adamant that because it was the lighting that caused the damange, just as accidental damage would not be covered by them, then it is not their responsibility but mine and that I could claim this back on insurance. :o So what do you think?

Hi My telephone line went down due to the storms the other week, phoned BT, they sent an engineer out, my master socket box had blown, he was there about 10mins, replaced the box and as he was walking out of the door, he said BT could charge me £55+vat, now if he had told me this before he started the job I might have reconsidered having it fixed and gone without a telephone line. Now as far as I understand it, I thought the master box was their property and nobody else could touch it, so why should I have to pay to have their property repaired, I don't believe I could have got someone else in to fix it. So where are my options, as a consumer? It seems to me that BT have this completely sown up and its all one sided. Anyway got a bill last week for £135.13p I phoned them up and they said yes it was my responsibility to pay to have my line fixed, but because I was quoted 2 figures, apparently £55+vat is the call out charge for their engineer, they would have a look at the bill and get back to me. Now to me this sounds really overpriced for 10mins work and replacing a box. Any advice would be gratefully received. Thanks

Hi Just found this site after looking through MartinsMoneySaver, so just thought I'd say hello to everyone.