Pending and open orders need to be closed

[Samproctorcrook]

Please help! We have recently moved house and have Fibre broadband now. We placed an order to upgrade to top fibre package but then asked for it to be cancelled so we could prioritise getting BT TV. We currently have an open order to upgrade the fibre and a pending order to cancel the upgrade! It’s been like this for 5 days now! We have spoken to multiple people and they keep saying the orders will be closed by the next day. This hasn’t happened. Meanwhile they cancelled out home tech visit without us requesting this. We wanted the visit because our landline is not working, we don’t have full house WiFi and speeds are not the guaranteed level. We also want to order BT TV but can’t do this whilst there are these open and pending orders! Please can someone help us clear these orders off so we can make some progress on getting things working and ordering BT TV. 

[DanielS]

Hi Sam,

I am sorry to see these open and pending orders are causing problems for you and I'm sorry that the home tech visit was cancelled. 

Thank you for taking the time to reply to my private message. One of my team will be in touch to help you.

Thanks

DanielS

[Samproctorcrook]

Thanks very much Daniel - much appreciated 

[RobbieMac]

Good morning Sam,

How are you today?

I tried giving you a quick call this morning - I am sorry that I wasn't able to reach you.

I was just following up on the engineer's appointment.  I can see that your line fault has been fixed now which is great.  As confirmed in our first chat; and as all service issues are resolved now - I have went ahead and changed the name on the account to your name.  I am very sorry that this wasn't done towards the end of last year when your Mum passed away.

Everything should be resolved now.  Are you happy for me to close your complaint?  I'll hold off for 14 days from today and if I don't hear any word back from you by then I'll assume this is sorted and the case will close.

All the best,

Robbie

[Samproctorcrook]

Hi Robbie

sorry I missed your call. Yes the landline is now working which is great after not having it since we moved in. Whole house WiFi setup and also BT TV. We don’t have all the freeview channels though as it keeps coming up with weak or lost tv signal. Must be the aerial- so we are getting a signal booster to see if that works.

thank you for updating name on account. Can you make sure the mobile number ending in 901 is removed from account as that is mums old number and it is no longer active. 

thanks for your help

cheers

sam

[RobbieMac · Accepted solution]

Hey @Samproctorcrook 

Thanks for getting back to me.

No need to apologise for missing my call.  Great to see all your service are now working. Hopefully the signal booster helps with your Freeview reception.

I've updated the account and added your mobile number - removing the number ending 901.  As everything is now sorted I will go ahead and close things off from here.

Enjoy the rest of your day.  All the best,

Robbie

[Samproctorcrook]

Thanks very much Robbie

[Samproctorcrook]

Hi robbie

ive just logged into MyBT and it still thinks we have an open order. Nothing is outstanding as far as we are concerned - please can you see why it’s still open. 
many thanks

sam