This topic

No order found

MihalyNagygyorgy — Fri, 06 Jan 2023 07:11:27 GMT

I renewed my full fibre broadband in November. Gave me an offer and I choice the new package. Nobody see this order in myBT account. I spoke few times with the costumer service, every time they told me they don't see any new order, maybe have some problem with my account and just placed a new order. again, again and again...I have 5 confirmation email from the orders, but still waiting the new package. My old package still working, but I would like the new packege. What can I do now?

Re: No order found

Keith_Beddoe — Fri, 06 Jan 2023 07:37:00 GMT

@MihalyNagygyorgy

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

Re: No order found

MihalyNagygyorgy — Fri, 06 Jan 2023 07:50:39 GMT

Thank you. I know, I just try here as well, maybe somebody else have same problem and know what is wrong. 🙂

Re: No order found

Keith_Beddoe — Fri, 06 Jan 2023 08:18:08 GMT

Your service would always continue working unless you cancel it. It simply carries on on a monthly rolling contract.

There are very few package changes available for full fibre, so if what you requested was the same as what you have, then its possible that any change requests were just cancelled.

It really depends on what you asked for. I assume you placed your order online via MyBT, and not in response to a random email that you received?

Re: No order found

JohnC2 — Fri, 06 Jan 2023 08:31:04 GMT

Hi @MihalyNagygyorgy, sorry that your orders to change your account are not showing.

What were you changing from and to?

Cheers

John

Re: No order found

MihalyNagygyorgy — Fri, 06 Jan 2023 08:33:18 GMT

Yes it is actually a monthly rolling, I placed the order online with myBT chat, but later I called the costumer service as well. I choose a different package.

Re: No order found

MihalyNagygyorgy — Fri, 06 Jan 2023 08:38:36 GMT

I have currently 'full fibre 100'. I renewed my contract to full fibre 500 for 39,99£

Re: No order found

JohnC2 — Fri, 06 Jan 2023 08:59:16 GMT

Hi @MihalyNagygyorgy, thanks for explaining that for me. It's strange that it's not letting you change and the order isn't even showing.

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

Cheers

John

Re: No order found

MihalyNagygyorgy — Fri, 06 Jan 2023 09:01:44 GMT

Hi. Thank you very much for your help.

Re: No order found

JohnC2 — Thu, 19 Jan 2023 17:12:06 GMT

Hi @MihalyNagygyorgy, thanks for getting back to my PM and glad you're happy all is resolved now.

Just to let the community know the issue was some errors on your account such as you have both a PSTN and DV service. These errors have been fixed so your shouldn't encounter this problem again.

Cheers

John