This topic

BT Cancelling Orders

pxr5 — Mon, 16 Sep 2024 13:03:03 GMT

I know these forums are not run by BT, but I wonder if anyone can help or direct me somewhere that can.

Since the 08 Aug I've had 4 orders for full fibre broadband cancelled with no apparent reason. The first order prompted a visit by OR who had to pass work to the civil works guys to expose existing trunking. They have done the work but despite have 2 BT Connection team members taking ownership of this issue orders keep getting cancelled. I was persuaded on Friday 13 Sep to go through the order process with the sales team for the 3rd time, yet this morning it was cancelled yet again. Of course I've been in touch with the connection team but they can't give me an answer. It's currently with them to investigate, but I've been through all this 3 times already.

I'm really at a loss and extremely frustrated and angry with the service so far. Is there anything else I can do bar leaving for another provider - I've been with BT for years and have always been happy with the service yet this has pushed me to the brink of leaving? What's funny is seeing other properties around me getting their full fibre installs.

Re: BT Cancelling Orders

ArtyVark — Mon, 16 Sep 2024 14:17:20 GMT

Its coincidence you saying that as I ordered Full Fibre last week as got an email saying its arrived on my estate.

Install is for 19th September.

checked the status this weekend to make sure all was okay and this appeared on the top.

but I cant really tell what has been cancelled.

the only thing that looks like its related is this

everything else has a green tick or has not been completed yet.

then this pending order "auto undo" appeared whatever that is.

according to the tracking on MyBT and Openreach everything is still to go ahead on Thursday.

In your circumstances you could snail mail the complaints dept

BT plc PO Box 334 Sheffield S98 1BT

they will ring you back (I know this as had to complain about something this year)

Re: BT Cancelling Orders

pxr5 — Mon, 16 Sep 2024 18:20:34 GMT

I spoke again to the connection team before and they say it's something to do with BT wholesale and it can't be sorted until Fri 20 Sep - yeah OK. I had a complaint opened as OR committed date was 22/08/24 - but BT closed it lol. I raised another today. If my wife hadn't calmed me down when I was on the phone earlier I would have left BT by now. I started all this 08/08/24, so it's 5 weeks so far and no indication when it will be done. No one really knows what's going on either, which is the most annoying thing. I've also reported this on Twitter as I read BT may react to that quicker.

:EDIT: I managed to get the email for customer complaints from X, so I've fired off a message to them.

Re: BT Cancelling Orders

ArtyVark — Tue, 17 Sep 2024 21:09:45 GMT

Checked my order today and they have cancelled my Engineers visit for installation on 19th Sept but there is no explanation why. I thought it was going too smoothly.

More Appointment information just goes to an error.

Re: BT Cancelling Orders

ArtyVark — Wed, 18 Sep 2024 12:47:07 GMT

Guess what I rang BT today to ask why my order was cancelled and they told me it was due to a system error I have to ring back on FRIDAY 20th September to request a new order.

@pxr5

Coincidence ? We both seem to be having the same issue.

Re: BT Cancelling Orders

pxr5 — Wed, 18 Sep 2024 13:51:46 GMT

@ArtyVark ^ Yes it appears we do. Extremely poor service. They never tell me it's cancelled either - I only find out when I check my order status online. I will speak to the connections team once more on Friday. If they can't give me a definitive answer then I'm off to Zen or Sky.

As I had a complaint open immediately the first guy in the connections team told me (and emailed me - so I have the evidence) that I was due compensation as the OR committed date was 22 Aug. I've since found out the compensation is calculated at £6.10 per day, so for me that is x27 days - gives £164.70 so far. Oddly I got a weird reply from CS after I sent my complaint email on Friday, but it referenced my first complaint which was supposedly closed - didn't say anything useful though. May be it's time I reminded them of the complaint clock that is ticking away. I've also got the emails of the CEOs for BT and Openreach. Whatever happens I'll be seeing this complaint through. I've also researched Ofcom's procedure for these things - only problem with them is you can't start until after 8 weeks, but it's an option in the future.

I can't post the email address for complaints as this site won't allow it, but If you go through X and contact them they'll provide it.

Good luck

Re: BT Cancelling Orders

ArtyVark — Fri, 20 Sep 2024 08:37:58 GMT

@pxr5

Absolutely joke.

Rang up to get Full Fibre Upgrade. BT Dundee 1st sales agent can not do it, put through to another they can not do it.

Put through to BT Lancaster Loyalty Team they can not do it because according to my account I am already on Full Fibre !!! Put through to Connections Team told I am then being put through to Data Integrations team. Thats 25 mins on the phone. On hold 5 minutes. Asks me if I have a working broadband ! Says put me on hold to check my account. 40 mins I get a txt msg on my mobile phone saying "My broadband is now ready to use". DI comes back on phone says he has fixed my account and putting me through to sales. 50 Mins Sales tries to order Full Fibre says cant due to a technical error and its going to be 3-7 days before this is fixed. I said can I be put through to DI team again. Tries do this comes back says cant do it. Takes my details and says will ring me tomorrow at 11am to see if we can get this fixed.

1hr 3 mins that was.

So when I go on my account now it says below. So my account thinks I`m on Full Fibre 500 but I`m not. Its a disgrace. Hopefully it will get sorted tomorrow but I dont hold much hope they have completely mucked up my BT account. I've documented it all so I am going to send a complaint in.

Re: BT Cancelling Orders

pxr5 — Fri, 20 Sep 2024 12:18:36 GMT

@ArtyVark

What a mess. I'm still waiting for my call, but I'm not holding out much hope. Get this one though - I first ordered this 08 Aug and I also moved my 2 mobile numbers to EE which was complete a week later amazingly enough. Anyway I got a text from BT on Wed 18 Sep saying "your mobile service for this number will stop on 14-08-24" haha - over a month later. I wonder why it's all gone so badly with BT - the EE thing maybe?

Re: BT Cancelling Orders

ArtyVark — Fri, 20 Sep 2024 13:25:48 GMT

Yeah I have been told there are a lot of problems with the transfer from BT to EE and they can not migrate everyone yet due to various system issues and incompatibilities between packages etc.

I did an online chat to try and get further today and I was basically told its the "fix" has been put in place but it takes 24hrs for my account to refresh back onto the right package I was on before.

Well we shall see what happens tomorrow.

Re: BT Cancelling Orders

pxr5 — Fri, 20 Sep 2024 20:22:49 GMT

Well it came as no surprise to me, but no one called me today as promised by BT earlier this week.

I've updated my complaint email, but I'll send it on on Monday. This is taking way too much of my time and energy now. I'm thinking I have no other recourse now but to leave BT for someone else. I've been with BT for such a long time and I don't want to go, but what choice do I have.

Re: BT Cancelling Orders

ArtyVark — Sat, 21 Sep 2024 13:47:00 GMT

Received call today at 12:03pm they tried to put my order through and it failed. 25 minute on hold to be told there is a system error affecting my account which will not be fixed for 10 days so expecting a call back now 3rd October.

I too have updated my complaints email but I am going to keep it till conclusion and then send it. Checked Ofcom website about the compensation process. As the days go by the compensation claim I will put in is going up.

Re: BT Cancelling Orders

pxr5 — Mon, 23 Sep 2024 12:41:58 GMT

It's good that you got a call. I'm still waiting for mine, but I did continue with my complaint email - I'll just keep adding to it as the days go by, maybe they'll get so annoyed with me they'll sort it out lol (never had any reply though). My OR committed date was 22 Aug so I'll see what happens once this is all sorted out.

I'm still on the fence whether to just go somewhere else; but if I did do that I may not be able to claim compensation. The whole thing is very tiresome though. And to top it off I got a spam PM on these forums claiming to be from BT Support - reported of course.

Re: BT Cancelling Orders

pxr5 — Mon, 23 Sep 2024 17:17:37 GMT

I thought I'd ring BT to see what's going on with my account and orders. I spoke to a very helpful guy in Dundee called Steven. He spent 40 mins going through all my old orders and checking to see what was stopping future orders (I was hold most of this time). He spoke to 3 different managers (both automatic and offline) and seemed to find a 'stuck' order that was causing the issues with my orders getting cancelled immediately (why the other BT personnel I'd spoken to many times before couldn't have done this - who knows). Great. He then spoke to a guy called Idris in sales and explained to them what had been happening and to do a re-order at the original price from 08 Aug. But that's where it went all wrong. Idris didn't get the transfer and I ended up on hold again until eventually a lady answered. I explained everything again and asked to speak to either Steven or Idris, but she just put me on hold again until the call was answered by yet another lady who I explained everything again. She transferred me but after being on hold again the call cut off. I rang back and explained it all again to a gent in Accrington. He eventually put me through to sales and the guy there couldn't sign me up to EE or BT so he said he'd speak to sales support and put me on hold again. Then someone else answered. I'd absolutely had enough by then so asked to be called back by anyone who knows what's been going on with my account and cancelled orders - I'd been on the phone for 1hr20 by then. It was probably the most awful phone call I've ever been through - all I wanted was to speak to the original guy, Steve - but that is impossible it seems. I probably won't be called back again and I'm quite incredulous at how absolutely shambolic BT support is.

Re: BT Cancelling Orders

ArtyVark — Tue, 24 Sep 2024 20:09:12 GMT

Thats what I had a stuck order amongst other things and the call went from Loyalty Team (sales) to Connection Team to Data Integrity Team who can close stuck orders. So they did actually close the order but as I've said there was already an underlying system error that is stopping me from upgrading.

I also managed to get through to the DI Team on online chat the next day. I went into the track an order in help and then I got the option to do an online chat. Sales answered I asked them to put me through to the DI Team and they actually did.

Re: BT Cancelling Orders

pxr5 — Wed, 25 Sep 2024 13:52:10 GMT

Some promising news on my part after that horrendous time on Monday. I rang again yesterday (Tue) lunchtime and got through to a guy in Stoke. He was the first person I've spoken who promised to take full ownership of my problems. But though he was from Connections he could also do orders - very useful. So he went to do another order for me with either BT or EE and neither would work, so he created me a completely new account and it went through - I've even got an OR appointment for Fri 08 Oct. He promised to ring today and he did at exactly the time he said he would and check all was good. He is going to ring again on Monday to keep an eye on things. I did explain to him how many other personnel I'd spoken to there had left me abandoned with no way of contacting them again, but he promised he would keep me fully updated all the time. So fingers crossed I may (touch wood) be actually getting somewhere. I think that's the main problem in that you always get another person in a random part of the UK each time you ring so there is no continuity. That person you speak to first should be somehow contactable. This guy in Stoke is also going to manage the switch over and handle my old account and any billing changes required.

Re: BT Cancelling Orders

ArtyVark — Wed, 25 Sep 2024 19:29:20 GMT

Thats what I`m hoping this guy does when he rings me back on 3rd Oct. So far he has been with me through a couple of calls. I just have a feeling this is going to be all fixed then they give us a OR date when we are on holiday. 😂 (so will have to delay it further)

Re: BT Cancelling Orders

ArtyVark — Thu, 03 Oct 2024 12:50:19 GMT

@pxr5

I`m absolutely livid.

So I get the phone call back at 12:06pm today after waiting 10 days. I`m on the phone for 30 minutes as the technical error is still stopping me from upgraded. I then get switched to BT Doncaster who say they can place the order. Its cheaper than what I am paying for now. Order is placed and approved. I hang up the phone.

I then check my order and no engineer visit has been made and no activation date. Thats 50 minute call

So I have to then ring back and explain again what is going on. I get BT Stoke this time have to explain the whole thing again, get put through to a sales agent have to explain it all again. Tries to place the order, technical error. I say cant you see what BT Doncaster did. Turns out the way round this technical error is to book my order as a house move !! So he proceeds with the order but tells me it will cost a different price to what I got before. Says he cant do anything about this. Then he says phone will cost me £3 extra and they have to charge me £10 for the TP Link power connectors which I have already got and been charged £10 for already and I dont even need them. Says cant take it off the order I have to speak to recharge team to get it taken off.

In end I was so fed up I just told him to forget the order I've had enough. Never in all my years and I`m 20+years BT customer have I had such appalling customer service.

I`m now going to send off my complaint.

I think I'm just going to wait till Dec 2025 and my contract runs out then cancel BT because its a joke.

Re: BT Cancelling Orders

pxr5 — Thu, 03 Oct 2024 13:34:44 GMT

@ArtyVark

Sounds similar to my experience but at least I am out of contract. The guy from Stoke has been very good so far for me. He has rung me back as promised and I'm keeping an eye on the order too as I'm due an OR visit tomorrow -4th Oct (I've even received the Smart Hub 2 in the post ready for it). To do this though he had to create an new account as it was impossible to raise an order on my current account (either BT or EE due to a 'technical error'). But, again, as I'm out of contract this is probably easier for me.

I have kept my complaint up-to-date and actually had a text, then a call, from a lady at Executive Complaints as mine has gone up quite high in the chain apparently. I told her I don't want anything doing until the current order is complete. I don't want anything messing up now.

So for me it's fingers crossed for tomorrow.

Re: BT Cancelling Orders

ArtyVark — Thu, 03 Oct 2024 14:31:02 GMT

Sounds like at least you have some success.

Re: BT Cancelling Orders

pxr5 — Thu, 03 Oct 2024 19:08:08 GMT

^^ It's taken a hell of a lot of unnecessary effort on my part though. I'm really intrigued as to how BT will handle my complaint.