Need some help and advice to resolve this matter.
We contacted BT to move from a Family 4G plan with two numbers to two individual plans. A BT staff advised us to upgrade our broadband to Full Fibre 300 with Halo 3 in order to access the 2GB mobile plan. He arranged for a Wi-Fi Disc and stated that notes had been added to our account.
We called for a second time and were told that two new SIM cards were required to move to plans of 2GB (£4) and 10GB (£10). These SIM cards were delivered on the next day, when we made a third call to link the plans to our existing numbers.
During that call, another BT staff informed us that the broadband order had not progressed because an engineer visit had been arranged without our request. We were told the order would be marked as closed and asked to call back.
During our fourth call a couple of days later, we were advised that the SIM cards should never have been ordered and that the broadband order was still open, preventing any action. We were once again told to call back later.
We called the fifth time this morning, and they still said the order has not been completed and would be marked as completed and we need to call again after another 24 hours.
We have received conflicting and incorrect advice, BT has generated unnecessary orders, and we have been repeatedly asked to resolve issues that were not of our making. From what we saw from the My BT app, the only item in the order without a "green tick" is the BT WiFi app.
I would like to kindly ask fellow members how can I make the broadband order closed in order to proceed with the mobile plan migration. Also, do we really need two new SIM cards to do so?
Thank you.
