Broadband renewal & stuck orders

[Sarah58]

An order is stuck on my account, preventing me from renewing.  I have been promised more than once a lower price for renewal than the stuck order. 

I cancelled an order and have had to chase to get the order removed which it still hasn’t.  I keep being told different things every time I phone up, I was promised the order would clear last night by 11pm (today is last day of contract) - phoned again today to say the order will clear tonight.

So frustrated I ended up in tears!! 

So now I will have to pay a higher price than our current contract from tomorrow - so instead of saving money I will be losing it.  

Any suggestions? Thanks

[Katie_J]

Hello @Sarah58. 

Thanks for coming here. 

I'm sorry to hear this is causing so much frustration. 

What did the team advise?

Have they raised a ticket for the issue to be looked into?

Speak soon, 

Katie

[Sarah58]

The last person I spoke to said “Never mind - you’ll only pay £5 more than you are currently when you go out of contract”. This means we’ll be paying £52.99 for Full Fibre 150 with complete WiFi!!

My main frustration is I keep being given incorrect information every time I speak to an operator.

[Kimberlin]

@Sarah58  Remember too, that come end March 27, you can add another £4 on top and the same again the following year.

Unless you sort this out with BT, you’ll just become another cash register. Reassess whether you need complete WiFi or Halo or whatever other add on you may have. Look at the price new customers are paying for an equivalent package and either negotiate or if they won’t or don’t help you, consider switching. Ultimately, the choice is yours.

[Sarah58]

Thank you - that gives me a measured way to look at things.  Will regain my equilibrium by tomorrow and start looking. 

[Katie_J]

Please allow this evening to see if the order clears @Sarah58. 

If it does not, please come back and let me know so this can be looked into further. 

Katie

[Sarah58]

Hi - just a quick update….the order has still not cleared from our account even though we are now out of contract.  I have spoken to an operator who has assured me it will be cleared in the next 24 hours and I am meant to receive a phone call tomorrow afternoon/evening to confirm and take next steps.  

We will see…..

[Chris__S]

That sounds very positive @Sarah58,

I really appreciate the update.

Please let us know how you get on.

Chris S

[Sarah58]

I’m sorry to say I haven’t received the promised phone call this evening so no nearer to a resolution - meantime I am left paying out of contract prices.

Please could you advise how I raise an official complaint.

I can’t keep spending hours getting through to an operator to be given incorrect information over and over again.

I don’t know what else to do.

[Chris__S]

I'm very sorry to hear that you didn't get the call back that you were promised @Sarah58,

If you feel you're getting nowhere through the usual support routes, I'd recommend raising a formal complaint so the issue can be reviewed properly.

Chris S