BT cancelled my order twice currently have no BB!

[CliffordM]

Hi All,

I raised an order for Landline & Superfast Fibre on 4th November, BT cancelled that order due a cease on the line, they tried to raise it again on the 6th but that was also cancelled the following day, I have spoken with 3 sales advisors and the connections team but were adamant EE had a cease on the line, nothing they can do till after the 18th. I spoke to EE twice and they said they definitely do not have a cease on the line as it was in Transfer out with no tags on the line to BT. Since then I have a smart hub on the 13th!

18th was the original transfer/go live date (yesterday), I believe the landline has now exchanged as we woke up to no EE BB and also had a text from EE saying services have now ceased, land line working ok.

I plugged in the HUB to check BB and its has the Purple flashing light so its definitely not added to my services.

Can anyone help get this sorted in here before I reach out with another advisor?

Kind regards

Mike

[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.

[Matt-S · Accepted solution]

Hi @CliffordM,

Welcome to the Community and thanks for taking the time to post.

Sorry to hear about the delay in providing your services when you switched to us.

More than likely what has happened is that the broadband side of the order has been cancelled and needs to be ordered again. This normally takes about 5 working days so it may be best to call 0800 800 150 to get the back rolling as we won't get picking this case up today.

I've sent you a Private Message with details on how you can get in contact with the mod team so we can follow this up for you.

Thanks

Matt