Data Integrity Issue

[JamesKBForumT]

Hi, I would appreciate your help please.

Whenever I try to place an online order, my BT Online account tells me that it cannot proceed because it says I do not have a BT landline. Yet I do.

I called BT a month ago, when I had tried to renew my line rental saver online but failed because of the above problem. The BT operative was also unable to order it because of the same issue but logged a problem with the data integrity team, saying it could take them a few weeks. However I have heard nothing since and still have the same problem.

I really want the data integrity problem to be solved so that I can start to place online orders again.

Many thanks,

James

[JohnC2]

Hi @JamesKBForumT Sorry that you are unable to place an order online.

Can you confirm if you have a Fibre To The Premises service as these cannot currently be supported online.

Cheers
John

[JamesKBForumT]

Hi John, no I have fibre to the cabinet.

Kind regards,

James

[JohnC2]

Hi @JamesKBForumT Thanks for confirming that for me.

We will be happy to help you get this fixed if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

PS please will you include your full address on the form at that maybe the cause of the problem. 

Thanks
John

[JamesKBForumT]

Thanks John, I just sent you the form. Please note my email should end gmail.com rather than the gmail.com which I typed!

James

[JamesKBForumT]

John,

Thanks for your call earlier today. I have now established that when I try to place an order, My BT offers me by default my old landline number ending ...728, rather than my current number. I could send you a screenshot if this would help? If you could get the default landline number updated please, I think this will solve my problem.

Now I understand the problem better after your helpful call, I was able to select "Enter details of another phone line" and put in my current details, when my order for Line Rental Saver became successful.

If you could eliminate any vestigial traces of my ...728 number, this will help me for future orders.

I appreciate your help.

Many thanks,

James

[RobbieMac]

Hi @JamesKBForumT

Thanks for posting back!

@JohnC2 isn't in the office today but I'll pass on your message and he'll pick this up again when he's back 

Cheers,

Robbie

[JohnC2]

Hi @JamesKBForumT Thanks for the update. I've dropped you an email and if you could reply to me with the screen shot then I will get this issue fixed for you.

Cheers
John

[JamesKBForumT]

Hi John,

I did not receive your email. Could you re-send please? Note there was an error on the form I sent you at the weekend - my e-mail address should end in gmail.com

Thanks,

James

[JohnC2]

Hi @JamesKBForumT I've dropped you a Private Message  please can you check and reply back to my PM.

Cheers
John