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roberthm
Newbie
499 Views
Message 1 of 12

Cannot order online

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Hello, 

I am trying for days to place an order online for a sim-only plan. I have tried different browsers, Windows and Android but whenever I get to the last step of placing the order I receive this error message: "We're sorry but we can't process your order at this time. Please call one of our helpful advisors on 0800 800 150". I am an existing BT  broadband and TV customer.

The advisors on that phone number were not that helpful because apparently, they are not allowed to offer the same deal over the phone.

I have then tried the online chat and a lady tried to help by giving me a personalised link. That didn't work either, same error. She then told me to call 0808 100 1441 instead. No luck there either, they cannot include the Reward Card (which was £60 when I first tried to order, £55 now) over the phone, only online. They advised me to keep trying.

I kept trying in vain.

I have seen several people had the same issue but I could not find any working solution. Has anyone managed to go around this issue?

If a BT employee is reading this, could you please help me place the order? It's ridiculous to have to go to these lengths just to place an order.

 

Thank you,

Robert

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11 REPLIES 11
Distinguished Sage
Distinguished Sage
494 Views
Message 2 of 12

Re: Cannot order online

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Welcome to this user forum. @roberthm 

It may be an account issue which can occur if you are not on monthly billing.

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.

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roberthm
Newbie
491 Views
Message 3 of 12

Re: Cannot order online

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Thank you!

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Distinguished Sage
Distinguished Sage
489 Views
Message 4 of 12

Re: Cannot order online

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Are you on monthly billing, as I think that you may have to be on that to get a mobile account, as its billed monthly?

Hopefully a moderator can look at your account to see if there is an issue.

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roberthm
Newbie
486 Views
Message 5 of 12

Re: Cannot order online

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I am on monthly billing but I am currently outside of a broadband/tv deal. I will renew my contract soon.

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Moderator
Moderator
456 Views
Message 6 of 12

Re: Cannot order online

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Hi @roberthm,

I am sorry to hear that this is happening.

Can you share the web page URL of the deal that you're trying to order please?

Thanks

DanielS

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roberthm
Newbie
451 Views
Message 7 of 12

Re: Cannot order online

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https://www.bt.com/mobile/sim-only-deals/

The 6GB one, reduced at £7.50/month and coming with £55 BT Reward Card (was £60).

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Moderator
Moderator
444 Views
Message 8 of 12

Re: Cannot order online

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Thanks @roberthm,

I've sent you a private message with some information that we need before we can help.

Thanks

DanielS

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roberthm
Newbie
438 Views
Message 9 of 12

Re: Cannot order online

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I have replied with the requested information. Thanks.

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Moderator
Moderator
434 Views
Message 10 of 12

Re: Cannot order online

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Thanks @roberthm,

It will take us a couple of working days to get back to you but we will.

Take care for now,

Thanks

DanielS

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