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Message 1 of 5

Repeated Failed Home Move Orders

Hi, I placed a standard home move order over the phone with BT on 06/04/2021 which gave BT ample notice as my home move is scheduled to take place on 29/04/2021.  About an hour after placing the order I received a text from BT stating that my order had 'failed' and to call Order Management.  I called the Order Management team after being left on hold for over an hour, then being told that I was being transferred to the Home Moves team.  I was put on hold for a further 45 minutes and the agent said that she would put in a request for the 'failed' order to be manually closed and until this happens BT cannot place another order for my home move.  To cut a very long story short, I spent the next 3 days (literally hours on the phone) trying to get the 'failed' order closed down and I must have made at least 15-20 very long phone calls with nobody being able to help me.  On the 09/04/2021 I could see that the original move order had finally been closed and I was then able to make a new home move order online which was simple to do and the order went through ok.  There since, I have been watching this order online and everything seemed to be still going ok.

Unfortunately, this evening I received a random text from BT stating that my order had failed and to make contact with them.  With my physical home move happening in only 2 days time I am now really concerned that I will end up with no BT services in the new property.  As I work from home, the broadband service is essential to me.  I just cannot face the fact of having another few days being put on hold and being sent round the houses by BT where they are trying to manually cancel the 2nd failed order off their systems and creating a new order with a long lead time for the engineer slot, which I will have now lost from the 2nd order.

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Message 2 of 5

Re: Repeated Failed Home Move Orders

I'm asking the forum moderators (BT staff) if they can help you with this. They will post here later.

You can click the thumbs up icon below this message if you think it was helpful.
Message 3 of 5

Re: Repeated Failed Home Move Orders

Hi @duxies,

Thank you for posting. Moving house can be stressful enough as is and I'm sorry if your home move order has been cancelled. If you send me your details, I'll be able to take a look at what is happening with your 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



Message 4 of 5

Re: Repeated Failed Home Move Orders

Hi Paddy,
Thanks for your prompt interaction. I have replied to your PM.


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Message 5 of 5

Re: Repeated Failed Home Move Orders

My home move finally went ahead ok this morning and my broadband service is working correctly. The only issue that I now have is with my TV subscription. I am on the Entertainment Max package and most of the subscribed channels have come across with the exception of the HD channels. None of the HD subscribed channels work. I just get the ‘you need to add these channels to your TV package message’.
Could anybody provide any advice on this issue?
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