Open order stopping SIM activation

[JohnC2]

Hi @pete_S Thanks for the update and glad your order is now closed. I escalated the fault again yesterday before leaving the office and it was fixed before I got in this afternoon.

@Seamaster I've picked up your case also and now raised a fault to get your order closed. I'll keep an eye on this and escalate the fault if it is not progressing as it should.

Cheers
John

[pete_S · Accepted solution]

Thanks Guys - all sorted now.  Thanks for the help.

[JohnC2]

Hi @Seamaster I called earlier and left a brief message. The order could not be manually completed so had to be cancelled. The cancellation has been placed now and once completed I will be back in touch with you.

Cheers
John

[Seamaster]

Hi John, sorry we missed each other. Got your message. Looks like an order has been cancelled and another one placed (per the tracking, but this is confusing!)? Thanks for your help to try to straighten this out.

[Kiri]

Hi Paddy

i have the same problem, posted earlier, anything you can do?  

Thanks in anticipation.

[Seamaster]

Hi John, any update on this? Weirdly, my "main" mobile SIM seems to have disappeared as far as My BT is concerned, only my one new additional Family SIM is showing up on my account, and I still have a (new) open order? 

[JohnC2]

Hi @Seamaster I called earlier sorry I keep missing you.

I just wanted to let you know that the orders back office team will need to fix the issue which is causing the order not to close or cancel. Once this is fixed then the other issues should be resolved also. 

Cheers
John

[Seamaster]

Hi John, sorry we keep missing each other (you'll have more luck calling the BT Mobile associated with this problem than my landline, I'm never in), but this order is *still* open with the knock-on effects across my BT Plus account mentioned above. Appreciate I'm probably not the only one and there are wider issues, but seems a loooooooooong time to just close an order? Any ETA on resolving this? Thanks for your help with it.

[JohnC2]

Hi @Seamaster Sorry but there is no ETA on this order. I've raised it with the system faults team to get the order closed and have been urging them daily for an update and as soon as I know more I'll let you know.

Cheers
John

[JohnC2]

Hi @Seamaster Sorry for the long delay with getting your order closed. The system faults team have got back to me now to say it has been closed off.

Cheers
John