This topic

Please help!

Sheffwolf — Fri, 23 Jun 2023 09:20:30 GMT

I upgraded from fibre 1 to fibre 2 and rejigged my tv package on 17th May 2023.

The order got ‘stuck’ and never completed. Called up numerous times and I’ve never been given a clear answer as to what’s going on.

I’ve now also been without any broadband for 5 days. I was initially told there was a fault in the street but (as I suspected) I’ve now been told it’s because of the new order.

I’m constantly being told to wait and I’ll be called back in 24hrs, 48 hrs etc. I haven’t received 1 proactive call in since this started.

I’m at the end of my tether and feel completely helpless.

please help.

Re: Please help!

Sheffwolf — Fri, 23 Jun 2023 10:36:14 GMT

Neil, (admin) I think you dealt with an issue for me back in 2018. You were the only person who could solve the issue. If you could get in touch that would be great.

Re: Please help!

DanielS — Fri, 23 Jun 2023 11:58:12 GMT

Hi @Sheffwolf,

I am so sorry that the open order is causing problems with your connection.

My team can help you with this but it might take a couple of days before we can get back to you.

I'm going to send you a private message with some details that we will need.

Thank you
DanielS

Re: Please help!

Sheffwolf — Fri, 23 Jun 2023 12:25:59 GMT

Great. I’ve not had your pm yet.

Re: Please help!

JohnC2 — Fri, 23 Jun 2023 16:35:19 GMT

Hi @Sheffwolf, check Private Messages - BT Community as it is showing as sent by Danny earlier today.

If it's still not appearing post back and let me know and I'll message you.

cheers

John

Re: Please help!

Sheffwolf — Fri, 23 Jun 2023 19:13:15 GMT

Hi, I’ve got no dm showing.

Re: Please help!

JohnC2 — Fri, 23 Jun 2023 19:18:40 GMT

Hi @Sheffwolf, thanks for checking and posting back and sorry it hasn't arrived. I've reset your PM settings and sent you a PM now. Please check you receive it ok.

cheers

John

Re: Please help!

Sheffwolf — Sat, 24 Jun 2023 09:33:25 GMT

Dm sent back to you. Cheers