Bt wholesale cancelling multiple orders

[JennyD76]

Hi there, I'm hoping someone here can help me.

I recently decided to return to BT after a brief 2 week switch to Virgin reminded me why I was with BT in the first place.

I am now 3 weeks into the order process. I have had 6 orders cancelled without explanation. Each time an advisor submits a new order claiming that this time it will go through and it never does. I have spent many (well over 10) hours on the phone to many, many, advisors and absolutely no one can tell me what the problem is, just that this time it is sorted. 

Today however I have been told, after yesterday's perfect order was cancelled this morning, that BT Wholesale are the culprit who keep cancelling my orders, not BT. How can I fix this? Can I fix this? Is there any Internet provider who doesn't use BT wholesale other than Virgin?

I have been weeks without Internet at this stage and I won't lie I'm getting increasingly distressed. I don't know how many more times I can place an order for it to be cancelled the next day. 

Any help will be greatly appreciated.

[imjolly]

does your existing BT phone number still work?  if so enter your phone number and post results  remember remove number  if number no longer works then use address

https://www.broadbandchecker.btwholesale.com/#/ADSL

[JennyD76]

Thanks for your reply @imjolly 

I don't have a phone number. I believe all the orders placed so far have been for broadband without landline. The last two orders included something called "digital voice phone" or something similar sounding, I apologise for getting this wrong but it slips my mind as I was just agreeing to anything if it might get me back on line. I am disabled so I think it was for emergencies or something. They said adding that would solve the problem, it didn't. 

In a weird twist the hybrid connect, from few orders ago, didn't work at the time but in the last day or so has switched on despite that order being cancelled early last week. I'm not complaining as its been a lifeline. My postman is demented as I'm getting equipment delivered every other day. I have a cupboard full or boxes, routers, hybrid etc.

I checked the BT wholesale website using my address and it seemed fine. I was connected up until about 6 weeks ago. I've never missed a payment so it can't be anything like that.

[PaddyB]

Hi @JennyD76,

Thank you for posting. I'm sorry you order has been cancelled a number of times. If you send me your details, I can take a look at what is happening with the order.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[imjolly]

if you used your address in the link I posted earlier can you post results   you can use the camera function

are you getting FTTP using the ONT  I posted earlier or just FTTC connected to your phone socket

[JennyD76]

@imjolly 

[imjolly]

@JennyD76 

thanks   I just wanted to make sure the cancellation were not due to a waiting list but shows connections available

just take of offer of help from @PaddyB   and forget the other avenues and let mods get it sorted

[JennyD76]

I've sent him a message. I just hope he can help, so many have tried but maybe he will succeed.
Thank you for your help!

[pippincp]

You may have to wait a couple of days until a mod gets back to you but they will get it sorted and keep you updated each step of the way. Don't ring in again as this may cause further problems, just leave it to the mods.

[JennyD76]

I've sent the message, no reply yet but I'll be patient, I don't really have any choice at the moment. I can't go to another company as I'd presumably just run into the same BT Wholesale issue.
I'm just really scared they can't fix it, I'm disabled, housebound and live alone, without the Internet I'm totally isolated. Fingers crossed the mods can get to the bottom of it when the line managers at the call centres have not.