This topic

New broadband deal

Wendy34 — Fri, 04 Sep 2026 12:09:13 GMT

Have set up a new broadband deal, logged into my account, says we have an order in progress click link, we then get a red banner saying some internal error has occured not able to view any orders on account as they are no active order. Havnt got no order number or anything just contract summary with no name or reference. Been with bt for a very long time. Foned nearly everyday. They keep clearing it and starting again. But nothing is working . Help what can i do

Re: New broadband deal

Lesley_W — Sat, 05 Sep 2026 12:46:48 GMT

Hi @Wendy34

Welcome to our community.

I'm sorry you have been having trouble with your order. When you spoke to the team, did they say what was happening to cause this?

Lesley

Re: New broadband deal

Wendy34 — Sat, 05 Sep 2026 15:08:42 GMT

Hi, spoke yo abou 10 different people, a young checked there is switch attached to our account, basically that we were switching.we cancelled it a while ago, so our new deal couldnt go through. Shes filled in a ddi to get it removed. In the mean time the bt routert has stopped working. Spoke to some one to day will send a new one out,but we will not get it because no orders are going through because of this switch which is attached to the account. She said the ddi will take it off. Can u help to push this quicker, now we havnt any broadband router thats working

Re: New broadband deal

Wendy34 — Sat, 05 Sep 2026 17:41:19 GMT

Can any help please our problem?

Re: New broadband deal

Lesley_W — Sun, 06 Sep 2026 11:04:19 GMT

Thanks for the extra information @Wendy34

We don't have access to accounts here on the forum, but if the guide you spoke to has escalated this to another team, it sounds like the right steps are being taken to resolve this.

Did the team open a complaint for you? You can check it here or request one to be opened here Complaints.

Lesley