Hello BT Mods,
I'll keep this fairly short and sweet, primarily because another user (yato) has been through this exact issue last year. Thankfully successfully it seems.
I took you up on your excellent Black Friday offer for Fibre, left my long term contract with Sky in order to do so and when ordering also took you up on BT Sport, HD upgrade, and BT Mobile SIM for good measure. A very happy customer. Oh, and I could book through Quidco for a whopping £170 cashback on top of the BT Reward card and vouchers. Happy days.
This was back on 28th Nov, and I was expecting my broadband to be active on 20th Dec.
Just popped on to the website today to check everything was in order and shocked to see I had 2 pending orders (with diffrerent references) BOTH of which had "cancelled" broadband orders but with BT Sport / BT Mobile active (I did wonder why I received 2 BT Mobile SIMs in the post).
Called up to check, and indeed was told the "system" has duplicated and cancelled my broadband/talk order, and I'd have to re-order and WAIT even longer for activation. I mentioned Quidco and they said that it was done by an external company and I'd have to go back online and re-order. Given that the Quidco cashback in contingent on buying things as a PACKAGE, the cynic in me wonders if this is an intentional "system error" to prevent having to pay out Quidco cashback - especially as it seems to be a common occurence having scanned this forums.
So, BT. My triumphant comeback to your services after many years has been somewhat tarnished, here's what I need you to do please bearing mind I didn't cancel or duplicate the order myself - your "system" did : -
1) Get my line/ fibre order re-instated and activated ASAP. I've already waited 2 weeks and now I'm back to square one it seems. A 3-4 day wait for your "offline" team is not acceptable.
2) Reinstate the order in full on my original reference number so there are no issues in claiming and paying the Quidco cashback. I can provide the reference to whomever picks this up.
Ok, maybe not so short and sweet - but please take this seriously. I'm not asking for extra compensation here - just for the terms in which I entered into the agreement to be met.
Hi @Psychologica and welcome.
I'm really sorry you've had problems with the order. I'm sure I can find out what's happening with this. Can you drop me over an email with the details? You'll get the contact the moderators link in my profile.
Hi Paddy, only rang for a second before cutting off. Please do try again - I'm free.