This topic

Old BT account and address is showing against new order

wibblemonster — Thu, 18 Aug 2022 23:54:53 GMT

Help.

Just about to move to a new house and I've ordered up BT broadband and phone the new address. However, my BT account seems to have pulled up all the details for a really old BT account we had years ago and has been long closed at a totally different address and populated that info against my new account number. And to complicate matters MyBT is also holding my old account number and personal details.

And to further confuse things the order tracking does have the new hub and phone service install to the CORRECT address that were moving to on the mobile app, but on the website it says I've no active orders. Help

Re: Old BT account and address is showing against new order

wibblemonster — Fri, 19 Aug 2022 00:59:04 GMT

Think I've partially solved my previous post. My old account had a separate billing address which was also being pulled through to my new account.

But my old account still has my original BT internet email apparently active, but I can't seem to access it. Would it be simpler to get the old account deleted, and how do I go about that?

Re: Old BT account and address is showing against new order

JohnC2 — Fri, 19 Aug 2022 12:08:31 GMT

Hi @wibblemonster, thanks for your posts.

Is your BTID the old @btinternet email address which you can no longer access? If so then you would need to set up a new BTID.

If your BTID is a different email address which you can access then we can arrange to remove the old account from your BTID.

Cheers

John

Re: Old BT account and address is showing against new order

wibblemonster — Fri, 19 Aug 2022 12:54:18 GMT

Thanks John. The old account is on a different BTID.

I can see both accounts on the MyBT portal through the drop down on the top right of the page and I'm able to login using my new ID and Gmail address.

Re: Old BT account and address is showing against new order

JohnC2 — Fri, 19 Aug 2022 13:04:21 GMT

Hi @wibblemonster thank you for the update and that sounds strange.

Can you try clearing your cookies and cache and see if that removes the old details. If not then let me know and we can get it done for you.

Cheers

John

Re: Old BT account and address is showing against new order

wibblemonster — Fri, 19 Aug 2022 13:39:50 GMT

Thanks John. Tried that and my old (from almost 10 years ago) account still shows. I've managed to correct the billing address but its strange it still wanted to use all the expired info. The new accountID only shows on the MyBT. It's only if I go through a web portal.

Re: Old BT account and address is showing against new order

JohnC2 — Fri, 19 Aug 2022 13:41:35 GMT

Hi @wibblemonster, thanks for trying that for me.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to fix this for you.

Cheers

John

Re: Old BT account and address is showing against new order

wibblemonster — Fri, 19 Aug 2022 18:56:30 GMT

Thanks John. I've replied to your PM

Re: Old BT account and address is showing against new order

wibblemonster — Sat, 20 Aug 2022 12:27:46 GMT

Many thanks for your assistance mods.

I hoping what I'm about to ask the mods is probably because you and your colleagues are working on my account but.....

The order I placed for moving to our new home with a 5 Sept activation is now showing as cancelled, but my old and new BT ID/accounts are still showing on the portal.

Is there anything I should be worried about, or is it a case of sit tight while you guys work your magic and the order will be reinstated when you're done and my old BT ID/account is removed?

Re: Old BT account and address is showing against new order

DavidM — Sat, 20 Aug 2022 13:13:18 GMT

Hi @wibblemonster and thanks for posting.

I can see your email in our queue. Sit tight and we'll get to you soon.

Cheers

David

My orders keeps getting cancelled by an autocease

wibblemonster — Wed, 24 Aug 2022 23:34:29 GMT

Good evening mods.

My ongoing woes on trying to actually order broadband and a land line continue.

Despite interaction earlier in the week by the mods, yet again I find my order has been autoceased.

Making this the third time in the space of a week.

And presumably it will mean the fourth attempt at placing the order...and each time it happens a hard credit search is appearing on my credit rating.

Please help.

Re: My orders keeps getting cancelled by an autocease

RobbieMac — Thu, 25 Aug 2022 07:17:00 GMT

Hi @wibblemonster

Good morning.

I am sorry for the problems with your order. I can see my colleague @DavidM is dealing with your complaint. I'll let him know you've posted back and he'll give you a shout later this afternoon.

Thanks,

Robbie

Re: My orders keeps getting cancelled by an autocease

wibblemonster — Thu, 25 Aug 2022 07:18:02 GMT

Many thanks Robbie.

Re: My orders keeps getting cancelled by an autocease

wibblemonster — Fri, 26 Aug 2022 14:21:25 GMT

Good afternoon Moderators, and further to the PMs you have sent...

I've not had anyone from the 'Back end order team' call me yet about restoring the order that keeps getting mysteriously cancelled through an Auto Cease.

And in addition the numerous hard searches from BT now appearing on my credit history as a result of the numerous order rebuilds, I've now discovered that there's also three separate, and associated, direct debit orders for BT on my bank account as well.

I know the Moderators are extremely helpful, and extremely busy, but any help in progressing this would be appreciated.

Thank you

Re: My orders keeps getting cancelled by an autocease

wibblemonster — Mon, 29 Aug 2022 07:28:30 GMT

It just goes from worse to worse...

So apparently since my original order was placed then cancelled by BT 3 times and replaced by BT 3 times... there's now no longer any capacity at the cabinet.

Re: My orders keeps getting cancelled by an autocease

wibblemonster — Tue, 30 Aug 2022 18:51:55 GMT

@DavidM @JohnC2

Good evening Moderators.

Just a heads up that I've sent a PM to @DavidM as I've not heard anything from the back end order team about the ongoing problems you are helping me with