BT orders

[Ade_1941]

I have been a BT customer for 0ver 35 years and never had any serious issues until the last couple of months. The problems started with an order placed by BT, out of the blue, for Digital Voice. I had to have these orders cancelled because they were interfering with my existing contract and call packages. Unfortunately I did not receive clear and consistent advice from various people within BT regarding the way forward. To cut a long story short, after a number of cancelled orders and completed orders to restore my account to where it was, before the Digital Voice orders appeared, a final order suddenly appeared to shut down my account, broadband and landline etc. There seemed to be issues with BT's order system and it seems very strange, and unexplained, why you can't have multiple orders in place at the same time ?. I had no control over the order to shut my account down, as it seemed BT was not aware of any such order ?. I am still trying to get my NEW account on track to at least have a semblance of continuity going forward. It seems the BT system needs to be improved so customers are not forced to spend weeks troubleshooting account problems they have no control over. My question is - Why can't BT sort all the issues at once, or one after the other without so much customer input to resolve each problem separately ?.

[imjolly]

the BT system can only deal with 1 ongoing order at a time and has been like this for years and about time it was updated

how was the move to digital voice interfering with your existing contract and call packages?

[Ade_1941]

The order for digital voice changed my call package to Pay-As-Go,.. I was constantly speaking to BT customer services regarding this. 'Eventually', an order was placed to get me the Unlimited calls at a reduced price. The remaining difference was credited to my account, but it took a number of weeks to resolve the issue of this and the orders for Digital Voice and new calls and broadband package. As mentioned in the main post, An order then appeared without warning to close the entire account and service ??. Was then without any land line for 14 days until a new account was set up. I had to get my original number re-instated (after 3 failed orders, and two weeks passed, it is now back) I again have to go through the process of getting my calls and Fibre 2 re-priced on the new account. This whole ordeal has gone on for over 8 weeks.