This topic

tracking my order

polish — Tue, 08 Apr 2025 16:43:03 GMT

Hi have arranged a deal with the values team this morning,(we already have full fibre halo 3 not sure why) received an email giving our new deal, of broadband 100 full fibre but will I be able to track it and if so it is not yet showing? Any assistance would be helpful?

Thanks Jules

Re: tracking my order

polish — Tue, 08 Apr 2025 16:46:51 GMT

Please could someone assist? Thanks Jules

Re: tracking my order

imjolly — Tue, 08 Apr 2025 18:33:33 GMT

Have you not received and email confirming your new contract details you agreed in your phone conversation. If you prefer paper copy then possibly letter in post

The forum mods no longer have account access so try message now to billing

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: tracking my order

polish — Tue, 08 Apr 2025 19:16:18 GMT

HI only received an email with the contract summary, should we have received something else, our current contract runs until 22nd May 2025? Thanks Jules

Re: tracking my order

polish — Tue, 08 Apr 2025 19:25:52 GMT

@imjolly

Hi only received an email with the contract summary, should we have received something else? our current contract runs until 22nd May 2025? Thanks Jules

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Re: tracking my order

imjolly — Tue, 08 Apr 2025 19:52:02 GMT

If you agreed a new contract terms in your phone call then that will start I mediately and not when your existing contract ends. You should have contract summary of what you agreed so you can check it is what you agreed and if not cancel in 14 day cooling off period

Re: tracking my order

polish — Tue, 08 Apr 2025 20:16:57 GMT

@imjolly

So it will not be showing on the orders then? Thanks for your help. Jules

Re: tracking my order

polish — Tue, 08 Apr 2025 20:20:12 GMT

@imjolly

It would appear there are two account numbers now? what can I do?

Thanks Jules

Re: tracking my order

imjolly — Tue, 08 Apr 2025 21:02:45 GMT

You need to phone CS 0331224150 or you can try billing message now and see if they can help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: tracking my order

polish — Tue, 08 Apr 2025 21:34:48 GMT

@imjolly

Have tried that and it says cannot help need to phone EE ON 150? What now

Thanks Jules

Re: tracking my order

imjolly — Tue, 08 Apr 2025 21:47:13 GMT

If you are now being told to contact EE CS it would seem that in your new contract negotiations you have been moved from BT to EE and you are now an EE customer

Re: tracking my order

polish — Tue, 08 Apr 2025 21:50:09 GMT

No it was definitely BT values team that renewed the contract and both account numbers begin with MY

two account numbers have appeared

polish — Tue, 08 Apr 2025 22:15:14 GMT

Could a moderator help please?

Re: tracking my order

imjolly — Tue, 08 Apr 2025 22:20:40 GMT

BT value team could sell you a new EE contract which has happened to other customers. It would explain another account number. Try billing team in morning

Re: tracking my order

polish — Tue, 08 Apr 2025 22:24:34 GMT

I thought as it was a BT account number and not an EE one that it would have been BT?

Thanks Jules

Re: tracking my order

polish — Tue, 08 Apr 2025 22:30:58 GMT

What is the phone number for BT billing team so I can get straight through in morning. Thanks for all your help Jules

Re: tracking my order

imjolly — Tue, 08 Apr 2025 23:40:45 GMT

Use the message now link to billing I posted in message 3

Re: tracking my order

polish — Wed, 09 Apr 2025 06:44:55 GMT

@imjolly

Thanks for your help, however now that account number has disappeared and the correct one is there? so maybe do not need to phone billing as wondering if there was an issue yesterday?

Cannot track my order placed yesterday should I be able to? Have an email from btcomms@info.bt.com with the contract summary though. Thanks Jules

Re: tracking my order

imjolly — Wed, 09 Apr 2025 08:05:31 GMT

If email agrees with what you expect from your contract then that's good