This topic

Cancelled Order

GrahamMac — Fri, 22 Apr 2022 06:39:47 GMT

Has anyone else had their order cancelled without being informed. I have been waiting for over 4 months now for a connection, firstly from Now Broadband who cancelled due to Open Reach not being able to install but at least they contacted me to let me know...

I was due to receive the engineer today after a failed visit on the 6th April as the engineer that came did not have cable with him so it was rearranged for today but having tracked my order after not receiving the usual notification text yesterday, I find that the order was cancelled by BT and haven't had the decency to contact me.

Very poor customer services and cant even contact BT direct to discuss without spending half a day on hold to speak with them.

Re: Cancelled Order

Keith_Beddoe — Fri, 22 Apr 2022 06:45:34 GMT

@GrahamMac

I assume you have a current order for broadband from BT Retail? What have you ordered?

There must be an issue with your address which is causing Openreach problems, is it a new build or an isolated property?

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Cancelled Order

GrahamMac — Fri, 22 Apr 2022 07:03:30 GMT

Yes new build... I have ducted the 120m to the house with a draw line to make it easy for the engineer...

As stated the engineer was due to return today but has been cancelled without the curtesy of telling me, how does this happen? I have taken the day off for this to be installed, so annoyed with BT...

order number:

Re: Cancelled Order

Keith_Beddoe — Fri, 22 Apr 2022 07:03:16 GMT

@GrahamMac

Please edit out your order number, as this is a public forum.

I assume its a single property, did you contact Openreach when the property was first started?

https://www.openreach.com/building-developers-and-projects/fibre-for-developers/registering-your-site

Re: Cancelled Order

GrahamMac — Fri, 22 Apr 2022 07:07:18 GMT

yes the surveyor visited the site in December 2021 and the work required

Re: Cancelled Order

Keith_Beddoe — Fri, 22 Apr 2022 07:24:04 GMT

Is this for a full fibre install on a residential property, and not for a business?

Re: Cancelled Order

GrahamMac — Fri, 22 Apr 2022 07:31:03 GMT

Residential property - Fibre 1

Copper cable run

Fibre is close but not available currently, but will be in the next few months seemingly. According to last engineers visit.

Re: Cancelled Order

Keith_Beddoe — Fri, 22 Apr 2022 08:08:02 GMT

It makes me wonder if Openreach are having issues getting copper cable, as its fibre which is given priority now, on new properties.

Re: Cancelled Order

GrahamMac — Fri, 22 Apr 2022 08:13:24 GMT

Makes no difference to me the customer… they agreed to provide a service and didn’t deliver or inform me that they were cancelling.

Thanks for your interest Keith but perhaps BT will pick this up at some point and let me know what they are doing about it.

Re: Cancelled Order

NeilO — Fri, 22 Apr 2022 09:39:54 GMT

@GrahamMac I'm really sorry to see your order has been cancelled, in rare circumstances, an order has to be cancelled and reordered if there are issues with it but you should have been updated, I'm sorry this hasn't happened.

The Moderation team are really busy at the moment so I would recommend giving the connections team a call on 0800 783 1401 and they'll be able to help.

Thanks

Neil

Re: Cancelled Order

GrahamMac — Fri, 22 Apr 2022 09:45:10 GMT

Thanks Neil, I have already wasted time on hold trying to get through and had to give up, so can you have them call me.

My mobile number will be on the system.

Thanks, Graham

Re: Cancelled Order

gg30340 — Fri, 22 Apr 2022 13:39:25 GMT

The moderation team deal with requests in a strict order of first come first served.

Your request for them to arrange for you to be phoned will go into the request stack which is presently taking three to four days for requests to reach the top of the stack hence the suggestion that you call the number your self as that will no doubt be quicker.