This topic

Getting nowhere and fibre phone cut off

Alaren — Wed, 24 Nov 2021 14:44:13 GMT

I initially tried to renew my contract for a better deal, but that order failed for unexplained reasons.

Spoke to numerous BT advisors and yesterday my fibre phone service was cancelled by one of their managers by accident, despite being reassured that would not happen.

They have now tried to place the order 4 separate times and I keep being sent round in circles as it fails every time. I still have no phone service which is completely unacceptable.

I can't keep being fobbed off and left with no phone service because of an error on their part. Whether anyone can advise me where I can make a complaint or what else I could do to get this sorted?

Already tried web chat and spent hours on the phone multiple times and keep being passed through person to person.

Re: Getting nowhere and fibre phone cut off

imjolly — Wed, 24 Nov 2021 15:16:37 GMT

you cannot place an order until your cancelled orders show as completed BT systems only allow 1 order to be processed at a time

do you have FTTP? if so phone FTTP Team on 08005874787 and see if they can help you

Re: Getting nowhere and fibre phone cut off

Alaren — Wed, 24 Nov 2021 18:14:27 GMT

Thanks, yes thats why they have been placing a new order every day for the last 3 days after the previous ones have not gone through, somehow the non completed ones have been deleted from the order log entirely.

Yep, FTTP. If this current one fails to complete tonight again I will give that number a try tomorrow.

Re: Getting nowhere and fibre phone cut off

RobbieMac — Wed, 24 Nov 2021 19:19:51 GMT

Hi @Alaren

Welcome to the BT Community and thanks for your post!

I am sorry that your services have been cut off. That shouldn't have happened. Please keep us posted with how you get on chatting with my colleagues tomorrow.

Thanks,

Robbie

Re: Getting nowhere and fibre phone cut off

Alaren — Thu, 25 Nov 2021 08:51:03 GMT

Well this is a complete nightmare, now they put the order through and it worked, but they have changed my original phone number which I have had for the past 13 years. On the phone to them yet again 😞

Re: Getting nowhere and fibre phone cut off

DanielS — Fri, 26 Nov 2021 09:09:23 GMT

Good morning @Alaren,

It's good to see that we've been able to get the order through for you now. I'm sorry to read about the number changing. Have we been able to save it for you? How did you get on when you spoke with us over the phone?

Thanks
DanielS

Re: Getting nowhere and fibre phone cut off

Alaren — Fri, 26 Nov 2021 19:13:45 GMT

Thanks for the reply. The person I spoke to yesterday said to wait till today and the number would be put back whether that was true. However, the order is now listed as complete and I still have the wrong number. Going to have to phone again now.

Re: Getting nowhere and fibre phone cut off

RobbieMac — Fri, 26 Nov 2021 20:19:25 GMT

Hi @Alaren

Thank you for posting back!

I am sorry that you keep having to call us about this. If you like, we can pick this up for you from here? I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Getting nowhere and fibre phone cut off

Alaren — Sat, 27 Nov 2021 00:32:19 GMT

Thanks Robbie, after the latest phone call an order to change the number back has now been placed, so hopefully that will sort it. They said to give it till Tuesday at latest. Will definitely message you if this doesn't go to plan!

Re: Getting nowhere and fibre phone cut off

DavidM — Sat, 27 Nov 2021 10:41:24 GMT

Thanks for getting back @Alaren .

Hopefully everything goes to plan but we're here if you need us.

Cheers

David