BT order keeps being cancelled?

[Shanmack92]

I’ve moved into a new build and ordered BT broadband.. they cancelled it with no explanation other than this was in error. During this order they did a hard credit search too. 

I called again for an update and had to create another order for broadband and a line. They said it shouldn’t be cancelled.. guess what cancelled again and they had to do a second hard search on my credit account for this one too!

no one is able to tell me why they are being cancelled. They said they don’t u first and the notes from Openreach either and just makes no sense.

Every person I speak with gives my wrong information. Who can help me?

ive liaised with my developer, it’s only a 2 plot development and they confirmed  the cables have been pulled through and openreach connected up to the box. 

it seems BT and Openreach have no idea? How do I get an order processed without being cancelled and eventually get internet installed?

[imjolly]

Do you have something like this 

If so then phone FTTP TEAM 08005874787

[Shanmack92]

I’m supposed to be receiving my BT Hub tomorrow but I don’t have that what’s in your picture currently? 

why do they keep wanting me to do a new order when they don’t seem to be able to progress them?

what is the meaning of FTTP?

[imjolly]

FTTP  fibre to the premises  but as you don't have the modem in picture then just ignore that

I doubt you will get hub if order is cancelled  you probably have to order phone line first and once installed then order broadband 

[Shanmack92]

They’ve tried phone line already still got cancelled apparently OR are advising BT to cancel?

I’ve been sent a Royal Mail time frame for the delivery of the hub which will be no use anyway: 

do you have any workaround at all? 

[imjolly]

Have you tried just ordering a phone line and no broadband?

[Shanmack92]

I’m hesitant to order just a line now as this will be my 3rd order and credit check.

I don’t want to keep having to do more and more checks. I have just brought a house and want to keep my rating ok for any future searches.

I just need BT and OR to talk to each other and try and get this sorted. My developer had laid an connected the copper wire. So I’m not sure why any can’t switch connection on.

[imjolly]

You need to order a phone line and once you have a working phone and number you should be able to order broadband 

Is you address correct in royal mail database?

Openreach do not deal with public

[Shanmack92]

Thank you I’ll speak to BT and try a phone line instead then. They should be calling me back on Monday.

& my address is correct in Royal Mail but when I do the ADSL search on BT Website it doesn’t recognise my address.

it’s frustrating I’ll have to do a 3rd order and - total 3 credit searches.

[imjolly]

The dslchecker will not recognise your address until you have an active phone line and are thenenterdd on openreach database   once that happens you will be able to use dslchecker and place order for broadband