This topic

Stuck Order after regrade of broadband and phone

cnonna — Sat, 19 Nov 2022 06:02:16 GMT

an order I had for A Regrade of broadband and phone was complete on the 9th of November

but now I can't access parts MYBT as it was saying I had an open order.

it's preventing me from interacting with various sections of MYBT, details about my broadband, Halo benefits, an accurate and upto date bill, as well as saying I am out of contract on the main page after login

I contacted BT chat first and was advised to call BT contracts and bills call centre and expressed the above to the call handler, he assured me on the phone said he could see the issue and would flag it to an offline team to fix and to wait 48 hours for the issue to be resolved and have full access to my account again on Friday.

that was last on Tuesday night I placed the call and now it's Saturday morning and I still have the order showing as open despite the broadband working and new digital phone also working as expected since installation was complete.

thank you kindly.

Re: Stuck Order after regrade of broadband and phone

JohnC2 — Mon, 21 Nov 2022 09:03:47 GMT

Hi @cnonna, welcome back and sorry that the open order is preventing you using some parts on your MyBT.

Are you still waiting to get this order closed?
I've sent you a Private Message so you can contact the Mod team and we'll be happy to assist you in getting it closed.

Cheers

John

Re: Stuck Order after regrade of broadband and phone

cnonna — Mon, 21 Nov 2022 09:35:08 GMT

Hi John I sent over the requested details in a reply to the PM.

thank you.

Re: Stuck Order after regrade of broadband and phone

cnonna — Mon, 21 Nov 2022 12:36:06 GMT

Just want to thank the Mod Team on here for doing a superb job yet again in resolving an issue.

an absolute credit to BT customer care, the team are by far and above the best of them.

thank you,

Re: Stuck Order after regrade of broadband and phone

JohnC2 — Mon, 21 Nov 2022 12:47:11 GMT

Hi @cnonna your case was picked up by @NeilO and glad he was able to fix this very quickly for you. Thanks for your nice comments 🙂

Cheers

John

Re: Stuck Order after regrade of broadband and phone

cnonna — Mon, 21 Nov 2022 15:51:51 GMT

Hi, @JohnC2 just an issue I have spotted in regards to the same issue I've send @NeilOa further PM about it.

thanks.