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Two open ordes on my account conflicting.

charday — Thu, 09 Mar 2023 12:36:46 GMT

I wonder if by a miracle anyone can help. I have no broadband service, engineers have attended twice, all equipment has been checked and is working fine. The fault is that when I upgraded my broadband package I was given a free high speed trial , there has been a glitch when this trial finished and now I have two conflicting orders on my account causing the service to go down, however n one at BT knows how to clear these off. Any help welcomed.

Re: Two open ordes on my account conflicting.

RobbieMac — Thu, 09 Mar 2023 12:47:59 GMT

Hi @charday

Welcome and thanks for your post!

I am sorry to see the problems you've been having recently. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Two open ordes on my account conflicting.

charday — Fri, 10 Mar 2023 20:16:52 GMT

Hi Robbie, I did respond but no one has replied. I have also raised several complaints and no has followed through with their promised call backs. We are onto day 11 no Internet with no clear resolution in sight, bt keep telling me I cannot cancel the contract as the problem won't be solved , this is unacceptable. The stress this has caused me and my family whilst trying to manage working from home,children's homework, we are unable to watch TV etc is immeasurable. What is actually being done??

Re: Two open ordes on my account conflicting.

Keith_Beddoe — Fri, 10 Mar 2023 20:20:01 GMT

@charday

The moderation team are very small, and deal with each case in strict order. You would normally expect to be contacted personally within a week, and they take ownership of the issue.

Re: Two open ordes on my account conflicting.

charday — Fri, 10 Mar 2023 20:24:49 GMT

Thanks for the response , I will await your reply

Re: Two open ordes on my account conflicting.

DavidM — Mon, 20 Mar 2023 11:08:42 GMT

Hi Charlotte,

I can see the orders have all closed but there is a possible issue with a mismatch with Openreach records. Can you check the ONT serial number and drop me a private message with that so I can cross check with Openreach.

Cheers

David

Re: Two open ordes on my account conflicting.

charday — Mon, 20 Mar 2023 18:31:53 GMT

Hi David

Will do

Regards

Charlotte