Hoping Someone Can Help

Caerphilly — Sun, 12 Jul 2026 18:02:20 GMT

// 07/07/2028 - My 24 month BT contract expired (BT Full Fibre 900 with Halo 3)

// 06/07/2028 - Last Paid Bill £63.38.

// 07/07/2028 - I called BT for new contract (BT Fibre 300 with Add-on Complete WiFi).

The sales team told me the could do me good deal (24 month BT contract for £42.99).

But when the order came through on MyBT it came through as (BT Fibre 150 with Add-on Complete WiFi) and for £44.99.

// 08/07/2028 - called BT for explanation.

They told me it was a simple mistake and looks like someone pressed the wrong button: (being BT Fibre 150 and NOT BT Fibre 300).

They told me to call back on tomorrow and wait for the order to complete.

// 09/07/2028 - I called BT, explained my issue and was put through to a team who can help. I was put on hold 10+mins then got a full apology for my troubles and offered a better deal, to migrate to (EE and offered best Fibre deal for £44.99).

I went through all contract details online, received emails, downloaded the EE application, everything logged in.

However, I could not find my EE Account Number.

// 10/07/2028- I called BT, explained. They told me that it was a good call for me to ring them as my migration order BT to EE did not complete with nobody at this time coukd help.

I was then put through to another BT team (his name was Ian). He said he would call me back on Saturday 11am and to give him around 1 hour to call. This was confirmed by BT phone message.

// 11/07/2028 - BT (Ian) called me back and said he'd put me through to (Kath) who will definitely help. He also promised that if the phone line drops, which he first said doubt though that will happen, but if it does, (Kath) will definitely call you back.

I spent 15mins after (Kath) put me on hold explaining it will take sometime. Also told me to go get a drink or something as it will be sometime but will definitely get issue fixed and call back if line drops.

... line dropped and I don't get a call back. I even tried calling the number back but wasn't able to get through.

So a had a few hours away as head was exhausted.

... I called BT again and explained how frustrating all this was becoming.

BT said that because I was put of contract, it would be a good idea if they completely delete my BT account (which I've had 30yrs) and start a fresh one.

I was put through to someone who I had to confirm evething with. I was told my old account and orders are no wiped and I'm on new fresh account and for all my troubles will get a good deal.

I was offered and accepted a deal for (BT Fibre 900 with complete WiFi for £42.99).

// 12/07/2028 - Today when logging in to MyBT it's showing I know have 2 BT accounts.

One with the order confirmation of (BT Fibre 300 with Complete WiFi) which was a wrong order made by BT team on 07/07/2028.

And another showing a red message about another order coming through.

// Whilst all this is going on, on the 06/07/2028 - I Paid my Last Bill £63.38 (which was last bill for (BT Full Fibre 900 with Halo 3) as it exited...

Yet from the 07/07/2028 my BT hub speeds changed to (BT Fibre 150) which is not what I asked for.

I'm sitting here and my head is fried. I've made so many BT phone calls, be put on hold for so many hours, had many line drops, calls put down on me, offered wrong deals, offered apology deals , spent most of Saturday afternoon on calls, told my old account is deleted and it's not, had so many email and messages from BT and EE.....

It's been a completely draining.

I'm here hoping someone please help me..

Re: Hoping Someone Can Help

imjolly — Sun, 12 Jul 2026 19:01:20 GMT

This is a. customer help customer community forum and your post does not go to BT the forum mods who are BT employees do not have account access.

I would suggest you phone the retention team and hopefully they can sort out the mess you have got in to

0800 783 1401

Re: Hoping Someone Can Help

chrisjp — Sun, 12 Jul 2026 19:49:51 GMT

"I would suggest you phone the retention team and hopefully they can sort out the mess you have got in to"

I would suggest that it is BT that has got into this mess and not the OP. They really can be hopeless in their maladministration and it appears to happen more frequently than can be put down to an isolated glitch.

Re: Hoping Someone Can Help

Caerphilly — Sun, 12 Jul 2026 22:22:35 GMT

Thank you. I will contact retention team tomorrow morning and hope they can finally resolve their mess and put my mind at rest. It's been so agonisingly annoying having to explain everything over and over again especially when you've already lost almost all hope.

I will be very polite as always, and hope the phone call line does not drop, or if it does, at least I will get call back and not have to explain it all again. Honestly, I don't have much confidence left.

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