BT cancelled order twice with no warning or explanation

Affitton — Wed, 31 Aug 2022 09:48:21 GMT

I moved to a new house two weeks ago. We had placed an order for BT to be set up immediately after we moved in. They ran a hard credit search which lowered my other half’s rating. We didn’t receive a hub and when we called they said it had been cancelled- no explanation (it certainly wasn’t us), and we had to wait another ten days. They then ran ANOTHER hard credit search, again lowering OH’s rating. Ten days on we were supposed to be set up and they have cancelled it again- as before with no email, call or warning and they are refusing to do anything about it. They offered a “goodwill” gesture of £30 but mo apology, explanation or actual help. I am disabled, have just lost my job, and we have no signal at the house so I can’t job search and my OH can only work if he takes an EE mifi device to the garden.
Any help or advice?! Can I take this to an ombudsman?

Re: BT cancelled order twice with no warning or explanation

gg30340 — Wed, 31 Aug 2022 10:10:18 GMT

You can only go to the Ombudsman after you have completed the BT complaints process and received a deadlock letter.

https://www.bt.com/help/contact-bt/complaints

Re: BT cancelled order twice with no warning or explanation

Affitton — Wed, 31 Aug 2022 10:59:18 GMT

Ok, thank you

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BT cancelled order twice with no warning or explanation

Re: BT cancelled order twice with no warning or explanation

Re: BT cancelled order twice with no warning or explanation