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Aspiring Contributor
1,284 Views
Message 1 of 16

BT Total broadband order cancelled over five times

Not very happy.  Placed order for broadband/phone over two weeks ago. Broadband router was delivered promptly as scheduled but the initial order was camcelled and all other subsequent orders has been cancelled automatically by thesystem. The reason for these cancellation they say is another order with a non BT company. I currently haven't broadband connection aslast interact with my previous provider has been cancelled and broadband disconnected. I would appreciate if any mods can help sort this outs have been without Internet access for about a week and am getting frustrated. This is ridiculous
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Distinguished Sage
Distinguished Sage
1,280 Views
Message 2 of 16

Re: BT Total broadband order cancelled over five times

If your old ISP has not removed the software "tag" from your line, then another ISP cannot provide service.

 

Did you get a MAC code from your old ISP? If not, then it could be some time before the migration can take place. A MAC code prevents this.

 

You need to chase up your old ISP and get them to remove the "tag".

 

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Aspiring Contributor
1,267 Views
Message 3 of 16

Re: BT Total broadband order cancelled over five times

Just spoke with the previous provider and they confirmed there is no tag on the line. About the MAC code, I did provide BT with the code when the first order was raised. I  need urgent help on how this can be resolved

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Distinguished Sage
Distinguished Sage
1,260 Views
Message 4 of 16

Re: BT Total broadband order cancelled over five times

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

They can be contacted using this link BT Care Team

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

 

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Aspiring Contributor
1,251 Views
Message 5 of 16

Re: BT Total broadband order cancelled over five times

Thanks Keith_Beddoe for your advice

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Aspiring Contributor
1,229 Views
Message 6 of 16

Re: BT Total broadband order cancelled over five times

I was contacted today by someone from BT offline team and he said BT can not provide me with any broadband because my line is not compatible with the product.

I find this rather strange as I've always had broadband  on my line and I just cancelled with my old provider couple of days ago. Am not finding this funny any more.

The caller went further to inform me that I can only use dial up Internet on the number, so ridiculous.

 

Please can any member of the forum help with this strange situation 

Thanks

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Distinguished Sage
Distinguished Sage
1,224 Views
Message 7 of 16

Re: BT Total broadband order cancelled over five times

Was your last ISP a cable provider?

 

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Aspiring Contributor
1,222 Views
Message 8 of 16

Re: BT Total broadband order cancelled over five times

No, I was with O2

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Distinguished Sage
Distinguished Sage
1,211 Views
Message 9 of 16

Re: BT Total broadband order cancelled over five times

Do you actually pay BT for your line rental and calls?

 

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Aspiring Contributor
1,209 Views
Message 10 of 16

Re: BT Total broadband order cancelled over five times

Yes, I've had BT line for over 7 years at my current address

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