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AlanJM
Beginner
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Message 1 of 2

BT keep cancelling my order for Ultrafast FTTP broadband

Since being told by Openreach that we are able to receive Ultrafast FTTP broadband we have done the following

 

  • 17/02/2018 we made an online order for BT Infinity 2, this online order was rejected for some reason by BT.

 

  • 17/02/2018 we made an online order,  this one went through and was placed, Order Reference VOL013-********** - Sales Reference **********

 

  • 18/02/2018 we were contacted by BT that our previous order was cancelled and they would put the order through themselves,  Order Reference VOL013-**********, fine received a text and email from BT saying the order was being processed.

 

  • 19/02/2018 tried to track the previous order on My BT only to find that our previous order made on 18/02/2018 was cancelled,  contacted BT who said they would re-create the order, Order Reference VOL013-**********, but that order was also cancelled within one hour of being placed.

 

We are now told by BT that we are being assigned a case manager who will be our point of contact and we should receive a phone call today, 20/02/2018, any chance of getting Ultrafast FTTP broadband is just being pushed back further.

 

Your system of processing orders for Ultrafast FTTP broadband is fundamentally flawed.

 

ALL WE’RE TRYING TO DO IS PLACE AN ORDER, IT SHOULDN’T BE THIS HARD.

 

I'm sitting by the phone with bated breath.

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: BT keep cancelling my order for Ultrafast FTTP broadband

@AlanJM

Welcome to this forum.
This is a customer to customer forum only,

 

This is where customers help each other get the most out of BT products & services.

Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
Everyone posting here, are just BT customers like myself

This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, order numbers, address information or email addresses, as this could be used to impersonate you.

Thanks

 

Fibre To The Premises (FTTP)

These installations are dealt with by a special team on 0800 587 4787.
Its not possible for the BT Community members or moderators to help with these installations.

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