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Ryanm353
Contributor
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Message 1 of 17

Can't make order online

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Hi I am currently with sky but looking to place a order with bt home essentials. When I try and place a order I get the following message "We're sorry but we can't process your order at this time. Please call one of our helpful advisors on 0800 800 150" can someone please assist? Not sure why I can't place a order online. Thanks

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16 REPLIES 16
-Richie-
Guru
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Message 2 of 17

Re: Can't make order online

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Are you trying to retain the same number ? try the same journey without entering a phone number but don't submit it if the number is important, it could be the LLU transfer, by stating you have no number and want a new makes it a takeover.

Otherwise give the sales team a call, they'll place it for you 🙂

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Ryanm353
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Message 3 of 17

Re: Can't make order online

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I tried proceeding with no number and it seemed to let me proceed but I never entered any payment details or confirmed any order or anything. Can I not use the same number?
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-Richie-
Guru
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Message 4 of 17

Re: Can't make order online

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So without the number port it will proceed, trying to transfer the number from Sky is stopping the order, maybe @Keith_Beddoe  can help ?

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imjolly
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Distinguished Sage
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Message 5 of 17

Re: Can't make order online

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was your phone number issued to you by SKY or did you port it to SKY from another ISP?   if another ISP was number originally issued to you by BT retail at your current address?



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Ryanm353
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Message 6 of 17

Re: Can't make order online

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Hi there @imjolly 
Yes the number was issued from sky. The phone number seems to be the issue.

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Ryanm353
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Message 7 of 17

Re: Can't make order online

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Is anyone able to assist me further with this? @Keith_Beddoe 

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Keith_Beddoe
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Message 8 of 17

Re: Can't make order online

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@Ryanm353 wrote:

Is anyone able to assist me further with this? @Keith_Beddoe 


I suspect you may have to accept a new phone number.

I am just a customer, so cannot help with this.

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Ryanm353
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Message 9 of 17

Re: Can't make order online

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Thanks for the reply.  @Keith_Beddoe So when I apply and when it asks if I pay for a landline should I say no instead of yes? Many thank

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Keith_Beddoe
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Message 10 of 17

Re: Can't make order online

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A phone number is now optional, as BT deliver new phone services using BT Digital Voice, so you can have broadband without having a phone service. You can always add a phone at a later date, the problem being, is that as your current phone number was issued and owned by Sky, you may have difficulty in porting it over to BT Digital Voice.

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