I am now at the end of my wits trying to solve this...
My current package is out of contract, and as we are moving house I did not contact BT to change anything.
On Friday I contacted BT customer options team, who then went through my options and I decided to stay with BT and upgrade my package to Infinity as it is available at my new address. [BT Infinity 1 package + entertainment plus with new YouView+ box] I explained to the member of staff that I would be moving house on Wednesday (Today), and would like the other service to cease on Saturday at my current address. This was all agreed and seemingly okay - I recieved an email confirming what we had discussed and all was fine.
That same night, I then recieved an email saying my activation date had been delayed until 6th September (!!) and also noted it had my old postcode on there, not the new one which I will be living in from today.
I then logged into my BT account the next morning, and now my 'new' order seems to have been totally cancelled.
I have now had about 15 live chats and conversations with seemingly every department with BT India to understand why it was cancelled and noone seems to help - I get passed to the orders team who then pass me to the home move team, and then get passed back, each time having to explain the whole situation again.
All I want is for a new package to be set up at my new address on the activation date that was agreed (26th August) - it's really not that hard, is it? I did not think moving home and upgrading would be that difficult in 2016! My partner runs a business from home so having no internet for 3-4 weeks is really not acceptable.
The 'new' order number was **Edited** - all now showing as cancelled.
Please, please, can someone help? I cannot go through being passed around for 2-3 hours between every BT team again.
I'm very reasonable but this is a total joke.
Solved! Go to Solution.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Welcome to the community forum and thanks for your post!
I'm sorry that your order has been cancelled and I appreciate the length of time you have spent contacting us to try and get this sorted out. You can send us over your details and we will give you a hand from here.
Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.