Declined top cash back

[Curlytots31]

Hi

This is my first post on here. I am a new BT broadband customer and ordered through top cashback. When I have looked on my top cashback it has been declined. When they came to install my broadband they couldn't do it has I need some power points fitting. I got the power points fitted and the following week they were coming to install my broadband but didn't show up. I rung BT and they said they had nothing on their system for the installation and I told them that it had been arranged by them as I had rung to re arrange.  They then made me a new appointment for installation the following week and all was good and all was installed and up and running with no issues. Has it been declined due to not having the broadband installed on the original date? I have contacted top cashback and filled in the online form but it says it can take months for an outcome. Just wondered if any body on here has had the same issue and wondering what the outcome was.

Thanks in advance 

[FIZZYLP]

Hello 👋🏿 

thank you for your post today 

this has nothing to do with the install date or engineers needing more time to complete order.

this is system based error or the order was cancelled and replaced.

contact Top Cash Back is a great so they can also investigate, if you’ve already contacted BT and they said they cannot see any issues with the install then something has gone wrong with the KCI’s.

KCI’s are used by the communications industry for systems to talk to suppliers.

BT requires KCI 3 - 530 from Openreach to complete your order. Order Fulfilment System (OFS) is the most important system this talks to all supplier systems, Top Cash Back may still be waiting on OFS to tell it the order is complete.

it’s hard to give an exact answer to this but you would have to contact BT and Top Cash Back to investigate.

hope this helps