Order still pending

[JMN62]

Hi, I placed an order last Friday ready for when I move and the order is still showing as pending! Is there anyway without ringing I can find out why it’s still pending please? 

[gg30340]

Is the order completed, ie have you moved house and all is working or is your house move still to take place?

[JMN62]

House move still pending but BT said it would change from pending to accepted within 48 hours  and we would receive a 4G hub to our existing home to cover us for when the change occurs as can only order phone line for new address at the moment. Haven’t received or heard anything. 

[gg30340]

Normally as far as I am aware an order shows as pending until it is completed, ie the move has gone through which clearly yours has not. 

As regards not receiving the 4g Hub, you will need to call BT to find out why that has not been delivered and they should also be able to clarify the status of the order.

[JMN62]

Thank you. So how do I know the order has been accepted and confirmed please? We have had numerous orders rejected when trying to order a package as Openreach keep telling BT there isn’t a phone line at the new address. Only there is and has been for years, hence why I am now going down the route of ordering a phone line only.. BT advised us the order would change from pending to accepted once they has confirmed all was ok with Openreach....very frustrating but do understand why it may not change until the move takes place. 

[gg30340]

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@JMN62 wrote:

Thank you. So how do I know the order has been accepted and confirmed please?

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I don't know the answer to that one. I would have thought you would have been sent an email confirming everything but as I say I don't know for sure.

It may be best to call BT and ask for confirmation.

[JMN62]

Ok thanks for your help.