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cocjh1
Aspiring Contributor
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Message 1 of 13

BT Infinity order cancelled twice now

Hi,

 

Trying to order BT Infinity as new customer but getting bounced around.  My order has been cancelled twice now.  Can someone here please help?

 

Thx

 

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12 REPLIES 12
Distinguished Sage
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Message 2 of 13

Re: BT Infinity order cancelled twice now

I assume you are not already a BT customer
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cocjh1
Aspiring Contributor
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Message 3 of 13

Re: BT Infinity order cancelled twice now

You assume correct.  I'm am not a BT customer.

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Moderator
Moderator
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Message 4 of 13

Re: BT Infinity order cancelled twice now

Hi Cocjk1,

 

I am sorry to hear that your order has been cancelled. I'll be able to help you with that order. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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cocjh1
Aspiring Contributor
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Message 5 of 13

Re: BT Infinity order cancelled twice now

Thanks Paddy.  Form filled out and sent.

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cocjh1
Aspiring Contributor
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Message 6 of 13

Re: BT Infinity order cancelled twice now

Really need some help please.  Is there a UK phone number I can call someone on please?

 

Order was cancelled twice more, but finally received transfer date for yesterday, 20th August.

 

Received new router last week and plugged in.  Thought everthing was going ok but this morning received call saying order has been cancelled again!!!  I'm mid transfer and previous provider has been disconneted, so I'm now left with no internet connection whatsoever....   Arrrrr!!!!   Fuming...

 

Can someone please look into what is happening with this order.  I've paid lots of money to BT over a month ago and am now without any service.  Is there any way to excalate this issue and understand what's going on?

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cocjh1
Aspiring Contributor
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Message 7 of 13

Re: BT Infinity order cancelled twice now

Now received two letters in the post, one dated 21st August saying engineer will be out on the 20th August, another saying switch over will be on 7th September.

 

I'm going to reply to the email I received on Friday but posting here too and don't feel like I'm getting anywhere!!

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cocjh1
Aspiring Contributor
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Message 8 of 13

Re: BT Infinity order cancelled twice now

And to reiterate, I'M WITHOUT INTERNET CONNECTION since BT **bleep**-up last Friday, so six days and counting.

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Moderator
Moderator
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Message 9 of 13

Re: BT Infinity order cancelled twice now

Hi cocjh1,

 

I'm really sorry this hasn't been sorted yet. I can see NeilO has picked this up. He'll be in the office later today and will be in touch.

 

Cheers

 

David

Community ModeratorDaveM
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cocjh1
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Message 10 of 13

Re: BT Infinity order cancelled twice now

Can we get confirmation if I'm being switched over tomorrow Friday 28th August please.  Neil made contact yesterday, Wednesday, to say it's with openreach and that he won't be dealing with it any further.

 

Today we've had a text from 61998 saying "Even though the fast track has been sent we are not receiving any information from the team.  I sent them the email but got no more information".

 

What is going on please?

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