BT cancelling orders with no notification or explanation

[katiep83]

I ordered home broadband having been assured that it was available to my address. First order was cancelled yesterday within hours of being placed online, today I phoned up to find out what the problem was and put through a new order. It has been cancelled again. Completely without explanation or even contact from BT. 

I have found out both times by getting an email from my current provider TalkTalk, who I am desperate to be rid of, expressing their delight that I have decided to stay, which I have not.

Logging into BT and tracking my order I am told that I requested cancellation of the order, which I did not.

Is this standard practice for BT? Should I look elsewhere? It is baffling to me that I am trying to give them my money and they cannot even  email me to explain what the problem is or inform me that my hub actually won't be coming in the post.

[iniltous]

Are you simply migrating from TT to BT , but staying on the same underlying technology, so FTTC to FTTC , or are you upgrading from FTTC with TT , to FTTP (full fibre) with BT ?
Enter your address here
https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome
Post the return , if you are simply changing supplier on FTTC , what does the SoGEA column show , available or waiting list , if upgrading to FTTP it should show WBC FTTP as available, but screen grab and post the entire thing .

[katiep83]

It is perfectly possible there is a technical problem. But BT had my details to look this up at the point I placed the order. I live in rural Somerset so broadband options are limited.

My frustration is not that. It is the appalling customer service that is just cancelling orders without any notification. I am not sure why it is on me to be investigating it as a mystery.

[Christopher_G]

Hi @katiep83 

Welcome to the community.

I'm sorry to hear that your orders keep being cancelled. I recommend speaking with our Customer Support team again so they can look into why this keeps happening.

Chris

[imjolly]

@katiep83 

did you enter your address in the dslchecker and if so can you post results.  from previous forum posts it often the result of the cabinet being full and openreach cancelling the order.  I appreciate you are just moving ISP for same package but effectively you are terminating your current connection and getting a new connection from BT.  adslchecker results will help