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Message 1 of 3

BT messed up my order

Hi, So this is a very long story so will try to say it as briefly as I can and would appreciate any help, thinking perhaps a moderator!


Just moved house and decided to order BT for my phone, internet & TV. Placed order on 7th October for BT Infinity 2, calls & TV Entertainment Plus with HD. I ordered this through Quidco which qualified me for £180 cash back and I also qualified for the £125 Sainsbury's vouchers.


Phone line got conneced but was given a new number and not my old number transferred as requested, received no notification or reason for this. Router arrived and internet got connected. Up to this point I had received all the texts and emails giving progress of my order no indication what so ever that any issued had arose.


Now the fun begin's...........Waiting patiently for my TV box, on the day it was to arrive I waited until 6pm as advised but nothing came, so I phoned BT to be told o your order has been cancelled!!!!!!! emmmmmm not by me it hasn't.......and how come my phone and internet got connected ....... this is still a mystery to me as no one seems to be able to answer. Anyway was advised that my order would be replaced and I would have it in 24hrs and a call back to sort out my cash back and voucher.......Im still waiting on that call from last Friday. I have made numerous calls since and still no answers and the stories Im being told are unbelievable! During all this I have been checking my account online and there is now 6 orders on there which make no sence to me at all don't know what that is all about am totally confused and dread to see any bills coming my way.


I did put a complaint through to BT via email but as my old provider has now stopped my email address is no longer in use (I have tried to change this on my account but it keeps coming up saying there is a Technical Fault) so this means I will not receive a response. I did however receive a voice message yesterday from someone in specialist team saying she would phone back today but again that call never came.


I did today finaly receive my TV box but my quidco cashback has not been honoured as the order was split up (By BT not me) I also wil not now receive my Sainsbury's vouchers as again the way it all went through does not qualify, these incentives were the reason I chose to go to BT and to be honest I do not want to keep it if I dont get them. 


Also I have the box set up and I do not have a lot of the channels I am supposed to, just says my package doesnt include these and I need to upgrade!!!!! but my package does include them.


I am so so so disapointed and totally fed up I would like to know, 1. will I get the cash back and vouchers and if so how long will this take to sort. 2. Can I cancel and get out of the contract if I am not happy with the outcome and service as I have been told I can cancel for 5 days after receiving but I dont know weither to believe them or not, also the problem with this is that I have had my phone and internet for more than 5 days now but my view is it was not me who messed the order.


Thanks so much for all advice and pointing in the right direction.

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Distinguished Sage
Distinguished Sage
Message 2 of 3

Re: BT messed up my order

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.

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Message 3 of 3

Re: BT messed up my order

Hi sdonnan,


Welcome to the community forum. I am really sorry to hear about the problems you have had with your home move order. I'll be able to take a look at this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile.





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