unable to order Broadband

[DodgyGeezer]

For the last 2 days I've been trying to order Full Fibre Broadband, yet whenever I try, I just get "We're sorry, we can't process your order at the moment". When I click on the order tracking link provided, I just get an error message.

The name on the account was changed on  8th November by the Bereavement Team following the death of the account holder. I was told the account would update within 24 hours, but it hasn't.

I haven't placed any orders.

[imjolly]

are you the account holder now or what happened when BT notified of account holder's death?

[DodgyGeezer]

I have Power of Attorney for the new account holder. That power has been registered with BT

[imjolly]

can you access MYBT and check if the account holder change has completed as BT can only process 1 order at a time so if that is still not completed or there is another outstanding order then you will not be able to place another order

[DodgyGeezer]

I can see on MyBT->Your details->Profile->Your Personal Details still has the old name.

I long should I wait for it to be changed before chasing up?

[imjolly · Accepted solution]

I would contact CS now 03301234150

or try message now to billing    https://www.bt.com/help/contact-bt/account-and-billing/broadband

[DodgyGeezer]

I can report that

(1) the facility to message the billing people doesn't work - you just get a scripted response from the chat bot, and I was unable to enter any further information as the reply field was greyed out

(2) the order tracker doesn't work

I called CS and they're saying the transfer will happen "by the end of tomorrow", so 5 days instead of the original quote of 24 hours. Pity I had to waste time and money phoning up to find that out.

[iniltous]

Calls to BT are free 

[imjolly]

@DodgyGeezer 

Just tried my link and it works fine and selecting message now brings up window to type your question  maybe try diffent browser

[DodgyGeezer]

calls to 0330 numbers aren't free on Giff Gaff mobiles