BT ID - Failed Order linked to BT ID account

[CJT80]

Hi there, 

I am posting on behalf of my Dad who is the (or will be) the BT Account holder.  We ordered a packaged over a month ago and things went wrong with the order, however I got it all sorted with a very helpful manager in "COT" (Customer Options Team) who advised me to re-order the package after the existing failed order had been cleared.   All good so far.

When I go to bt.com/ordertracking it show's up the failed order and not the new/current order.  From what I can tell it's associalted my Dad's BT ID with the old order reference. 

Is there a way this can be sorted?  I have authorisation on my Dad's account to deal with anything on his behalf and that's logged with BT.

I would appreciate any assistance given. 

Thanks in advance

[Keith_Beddoe]

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[SeanD]

Hi CJT80,

Thanks for the post and welcome to the forum.  I am sorry to hear that the initial order failed but am pleased to hear you have a new order in place 

If you could drop me an email and include your new order reference and a good contact number for yourself then I can help.  Click on my username (SeanD) and you will find our contact link under the 'About me' section of my profile.

Cheers

Sean

[CJT80]

Thank you @SeanD for your help in this matter. 

I have sent the requested info via the contact the mods link. 

I look forward to any reply and assistance. 

[CJT80 · Accepted solution]

thank you as well @Keith_Beddow for alerting a moderator

[CJT80]

Thanks to a call from one of the Community Team this has now been resolved. Thanks again to everyone involved.