Dear all,
I am a customer who is returning to BT. I had attempted to get set up with broadband after moving into my new apartment, but have had continuous issues happen to my orders, cancellations and weird behavior by the BT app and website. Please find details below 🙂
The old line from the previous tenant stopped working on September 15th. I placed an order on the 13th originally to "take over" their broadband, assuming that would be immediate, but the system gave me an activation date on the 27th.
Then, the sales agents advised me to cancel the order, and create a new one after the old tenant's claim on the line is over, (e.g. after the 15th), to get the chance of receiving a closer activation date. I did that, and successfully ordered my broadband to be activated today, on the 22nd of September.
The main troubles began here. I received a text this morning to find out there was some "details that need clarifying", and to contact BT. On the phone, I was told the account and order was cancelled, and therefore is null and void, so no connection will happen. This (according to the system) happened on the 20th, but I received no call, no text, no email that notified me about this. I found myself working from home hosting video conferences from my mobile hotspot with terrible reception (also EE actually, lol).
My guess is that since I had multiple accounts with BT before (2 recent ones with orders from Sep 13th, as mentioned above), and also one from 2 years ago when I used to be a BT customer, they all got somehow mixed up, creating a weird internal error no one from the tech team was able to track down and find.
I was forced to give up hope for activation of my line today, and create a new order this morning. Upon confirming my details, the provisional date I received was September 29th, a week from now, which makes sense. BUT just a few hours later that got pushed further to October 2nd, even though the system allows me to change it back to the 29th (e.g. showing 29th as available). Whenever I do that myself through the BT app, BT website, or on call with agent (who also confirmed 29th is available), it just gets reverted to 2nd October anyway.
Furthermore, I do have a weird hunch this won't work this time again. Whenever I update my BT ID, it loads up my order very weirdly, sometimes just showing a big red error banner instead of my order tracking page, only to 5 minutes later show it again normally. I know there's some sort of issue on BT's side, perhaps the same thing that caused the old order to get cancelled, but no one knows what it is. The only info I got from the Tech Team is "missing data", but they couldn't (or wouldn't) explain what it is. If I don't get connected this time, I will seek for compensation and opt for a different provider. There was one in place when I moved in and I am now regretting switching to BT, because this just caused such a mess.
I have seen @RobbieMac do wonders to people here, so I'm really hoping you'd help me as well, since all I hear from the BT Team whenever I call is an apology and a request to be patient and wait. But since the previous order got cancelled literally the day before activation (and before that I received my kit etc, so everything was in order), I have no trust this won't happen again. In a WFH situation, it's not so easy to stay calm.
Really hope to get some further help on my situation and perhaps sorting it out manually if needed instead of just creating a new order and hoping it doesn't get messed up again.
Thank you to everyone here and the moderators for any help or advice you could give me.
Best,
K.
