This topic

unable to order Broadband

DodgyGeezer — Tue, 11 Nov 2025 09:28:41 GMT

For the last 2 days I've been trying to order Full Fibre Broadband, yet whenever I try, I just get "We're sorry, we can't process your order at the moment". When I click on the order tracking link provided, I just get an error message.

The name on the account was changed on 8th November by the Bereavement Team following the death of the account holder. I was told the account would update within 24 hours, but it hasn't.

I haven't placed any orders.

Re: unable to order Broadband

imjolly — Tue, 11 Nov 2025 09:49:26 GMT

are you the account holder now or what happened when BT notified of account holder's death?

Re: unable to order Broadband

DodgyGeezer — Tue, 11 Nov 2025 10:04:49 GMT

I have Power of Attorney for the new account holder. That power has been registered with BT

Re: unable to order Broadband

imjolly — Tue, 11 Nov 2025 10:09:11 GMT

can you access MYBT and check if the account holder change has completed as BT can only process 1 order at a time so if that is still not completed or there is another outstanding order then you will not be able to place another order

Re: unable to order Broadband

DodgyGeezer — Tue, 11 Nov 2025 10:17:19 GMT

I can see on MyBT->Your details->Profile->Your Personal Details still has the old name.

I long should I wait for it to be changed before chasing up?

Re: unable to order Broadband

imjolly — Tue, 11 Nov 2025 10:56:26 GMT

I would contact CS now 03301234150

or try message now to billing https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: unable to order Broadband

DodgyGeezer — Wed, 12 Nov 2025 13:46:08 GMT

I can report that

(1) the facility to message the billing people doesn't work - you just get a scripted response from the chat bot, and I was unable to enter any further information as the reply field was greyed out

(2) the order tracker doesn't work

I called CS and they're saying the transfer will happen "by the end of tomorrow", so 5 days instead of the original quote of 24 hours. Pity I had to waste time and money phoning up to find that out.

Re: unable to order Broadband

iniltous — Wed, 12 Nov 2025 14:13:04 GMT

Calls to BT are free

Re: unable to order Broadband

imjolly — Wed, 12 Nov 2025 15:36:22 GMT

@DodgyGeezer

Just tried my link and it works fine and selecting message now brings up window to type your question maybe try diffent browser

Re: unable to order Broadband

DodgyGeezer — Wed, 12 Nov 2025 17:28:54 GMT

calls to 0330 numbers aren't free on Giff Gaff mobiles