This topic

We're sorry we had to cancel your recent order

adams901 — Thu, 29 Jun 2023 20:22:39 GMT

Any new customers receive a text tonight saying

"It's Order's Team from BT. We're sorry we had to cancel your recent order because there was a problem with our systems. We're working to fix the issue and will contact you as soon as we've placed a new order. If you'd like to speak to us in the meantime, please call 0330 1234 150. Thanks."

Only ordered the broadband yesterday, hub was posted out to me today, but the order tracking is saying I've cancelled the order and to return the hub.

Will give them a call tomorrow,.but was womdering if it's just me or anyone else.

Cheers

Re: We're sorry we had to cancel your recent order

Crimliar — Thu, 29 Jun 2023 20:38:11 GMT

Dunno, but regards the router they've sent: If it's arriving by Royal Mail, you could redirect it back to them, otherwise, I'd be making them pick it up, you shouldn't be needing to go out of your way for their mess up!

Re: We're sorry we had to cancel your recent order

imjolly — Thu, 29 Jun 2023 21:31:30 GMT

It is very unusual for the hub to be dispatched the day after placing the order. Normally the hub is dispatched for arrival the day before your broadband is to be activated/installed

Were you getting FTTP -fibre to your home? Do you have broadband with another ISP and ,oving to BT?

Re: We're sorry we had to cancel your recent order

adams901 — Fri, 30 Jun 2023 02:29:02 GMT

Hub is arriving Saturday with an (well did have) activation date of July 14th

It's FTTP

Currently with sky.

Re: We're sorry we had to cancel your recent order

adams901 — Sat, 01 Jul 2023 16:05:03 GMT

Don't remember it being this hard before, why don't you want my money BT lol 😛

Phoned up yesterday, they checked everything and spoke to sales support and said they will resubmit the order, to keep the hub (that arrived yesterday) and I will get a new activation date on Monday.

Didn't get any texts or emails to say the order was going through (like I did on Wednesday), and my account is telling me to return bt equipment. so i phoned today to find out what was happening.

Was told my new account is closed and that they can't see any resubmitted orders, just a note saying the original order failed. He spoke to the new sales team who tried to create a new account but couldn't as there was a message saying they had to phone home inifity fibre team, I was told the number listed with the message didn't work and no one had heard of this team.

I know I can get BT fibre as I had it for 8 years before moving to sky.

I don't see how they can resubmit the order if my account closed, and they can't create a new account because the team that doesn't exist won't let them lol.

I guess my only hope is that this team is a Monday to Friday 9-5 team and they will magically fix it on monday

Re: We're sorry we had to cancel your recent order

imjolly — Sat, 01 Jul 2023 16:15:48 GMT

Did you have FTTP with SKY. And are just moving to BT FTTP?

Or did you have FTTC and moving to FTTP with BT?

Re: We're sorry we had to cancel your recent order

adams901 — Sat, 01 Jul 2023 16:36:47 GMT

Had FTTP with BT for 8 or 9 years, moved to FTTP with sky for 18 months, now trying to move back

Re: We're sorry we had to cancel your recent order

Carlusha — Sat, 01 Jul 2023 19:28:45 GMT

@adams901wrote:
Had FTTP with BT for 8 or 9 years, moved to FTTP with sky for 18 months, now trying to move back

Sky don't provide FTTP.

Re: We're sorry we had to cancel your recent order

imjolly — Sat, 01 Jul 2023 19:40:44 GMT

@adams901

I think you mean FTTC with SKY. What package are you getting with BT.

Re: We're sorry we had to cancel your recent order

adams901 — Sat, 01 Jul 2023 20:49:04 GMT

My understanding of FTTC is that it only has fibre to the cabinet with traditional copper wires from the cabinet to the house.

I have FTTP, there are no copper wires coming into the house, the only wires that are not fibre are the ethernet cables, it was installed by openreach with the fibre cable coming into the Comms cabinet in understairs cupboard when the house was built, as the area was a trial area.

I'm signing up to the BT full fibre 500,.and am currently on the sky ultrafast 500mb/s

Was going to go for the full fibre 900 but the whole point of moving back to BT was to save money lol

Re: We're sorry we had to cancel your recent order

adams901 — Sat, 01 Jul 2023 21:00:28 GMT

@Carlusha Their website states that their ultrafast packages are Full Fibre FTTP

Re: We're sorry we had to cancel your recent order

Carlusha — Sun, 02 Jul 2023 09:10:14 GMT

@adams901wrote:
@Carlusha Their website states that their ultrafast packages are Full Fibre FTTP

Oh! I genuinely wasn't aware of that.

Re: We're sorry we had to cancel your recent order

Garak112 — Mon, 03 Jul 2023 14:19:47 GMT

Did you manage to get an answer or get this fixed?

I placed an order last week to move from FTTP with sky and just had the exact same text.

Re: We're sorry we had to cancel your recent order

adams901 — Mon, 03 Jul 2023 17:25:48 GMT

I've spent about 4 hours on the phone to them over the last few days, going from team to team.

They are now blaming sky and saying they have put a lock on the line and that the back office team will investigate and I should hear back by next Monday.

I don't think this is the issue, the problems I'm seeing now are the same problems I had when I moved into the new build 11 years ago, but back then they had a dedicated team I had to call to order it.

The whole postcode gets the same error ( can't order this online please call this number), it doesn't matter what house number I select (I'm sure sky hasn't but a lock on every single house) but they want to do their checks.

I'm happy to report back if I was wrong, but at this rate it might be easier and faster to go with virgin.

Re: We're sorry we had to cancel your recent order

Garak112 — Mon, 03 Jul 2023 18:02:18 GMT

Well that's not encouraging

Re: We're sorry we had to cancel your recent order

Garak112 — Wed, 05 Jul 2023 15:29:02 GMT

I've just had a text with a new date and this time had emails from Sky confirming I've cancelled and a transfer date (didn't have that before).

I've lost a week but at least it looks like it is moving.

Re: We're sorry we had to cancel your recent order

iniltous — Wed, 05 Jul 2023 15:48:22 GMT

If you have Openreach FTTP , ( with Sky or anyone else ) and want to switch providers, even if the address has issues , the serial number of the ONT should allow the existing service to be ‘located’ , but as with any switch , there is an option for the losing provider to cancel the move , by using the process designed to stop slamming , basically by saying our customer didn’t ask for this change and has asked for it to be stopped.
I’m not saying that this is what’s happening in this case , but orders can be cancelled by the losing ISP supposedly only for this reason , but who actually checks ?

Re: We're sorry we had to cancel your recent order

adams901 — Wed, 05 Jul 2023 16:58:22 GMT

Happy you got it sorted garak.

I won't hold much hope of them contacting me on monday based on previous experience, so no doubt it will be another hour on the phone

I tried calling the number I had to use 11 years ago for the Ebbsfleet valley customer service desk, but its not in use anymore so I guess the team doesn't exist anymore.

Fingers crossed I can get it all completed before my next sky billing date.