Email confirmation

[brd2510]

I’m hoping someone will be able to help, the customer service I’ve received hasn’t been too great and I’m getting tired of being on the phone. 
Last week (23/10/24) I placed an order for broadband for the house were moving to next week. After placing the order I still hadn’t received a confirmation email three hours later. So I called BT that same day, was advised that everything looked fine and I’ll receive a confirmation order within 24hrs. I rang a further two times last week and each time was told that everything was fine their end, activation date of Wednesday 6th November. Which was great, worked well for us because we’d be moved in that weekend. 
Yesterday (30/10/24) I decided to ring BT as I still hadn’t received any emails, which I thought was a little odd. I was told my order was stuck in pending and wasn’t going to progress. Frustrated, I was very frustrated that 3 people had told me the order was fine. We had to cancel that order and re order. New activation date is 13/11/24. This is so frustrating because now we’re left with no internet for nearly a week. I was told if receive an email within 1-2hrs. Last night I rang BT again because I still hadn’t received a confirmation email…was told everything is fine and progressing as it should be. Guy was confused to why I haven’t received an email. 
Now I’ve woken this morning, still no email confirmation?! Is this normal?! I find it very hard to believe that I wouldn’t have an email confirmation by now. I was on the phone for over 1.5hrs yesterday re ordering, then another 30 mins last night to find out if my order was going through. I am beyond fedup at this point. 
help! 

[Leanne_T]

Morning @brd2510 

Thanks for coming to the community. 

I am sorry you have not received the email after speaking to us a few times and I understand how frustrating this will be for you with no internet at the moment. 

Just to check, since you posted have you had the email confirmation or spoken to the team again to let them know this has not been received? 

If you have not had the email, have you checked spam/junk folders just in case the email has ended up there? 

Speak soon. 

Thanks 🙂

Leanne.