I have run into a huge mess with my phone and broadband services. In short, I applied to move to TalkTalk, BT gave me an offer over the phone that I accepted and I cancelled TalkTalk's order. However, TalkTalk took over my line anyway and BT stopped the services. I have consulted Ofcom and they call this practice slamming.
I have applied online to take my services back to BT. Unfortunately, not on Fibre as there is no capacity anymore.
I applied yesterday, Sunday, 14/02/2016 and I only received the first email which advised that a confirmation letter will be sent within 5 days with email or through the post.
Has anyone had any similar experiences? How much time does BT need to confirm my order and send me the confirmation letter?
I have news on the matter. I called BT and they informed that the order was cancelled because it was not submitted correctly, although I believe that this is not true because I received the first email which confirms that the order is in the system.
I believe that my orders on BT.com are failing because BT cannot take back my original phone number from TalkTalk. Therefore, I decided that I will apply with a new phone number. However, there are still problems. Here is what happened:
14/02/2016: Apply online for new phone and broadband service, and transfer my phone number. BT call centre confirmed that the order has been cancelled.
15/02/2016:Apply online for new phone and broadband service, and transfer my phone number. BT call centre confirmed that the order has been cancelled.
15/02/2016: Apply online for new phone and broadband service with new phone number from BT. I finally receive all the emails with the BT ID. However when I check the order status I get this message: Broadband. We're sorry, your order has not progressed as expected. We are aware of the problem and a specialist team is working on it. We will be in contact as soon as we have further news.
Could somebody help me with this? I don't know what is happening here.