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AtMyWitsEnd1
Aspiring Contributor
653 Views
Message 1 of 8

Failed product reference check

On Monday 15th I ordered a home move taking my BT TV, phone line and Full Fibre 300 with Halo 2 package to my new address. The order seemed to go through OK and I got a printout of all the details.

I decided to check back later and to my horror I found that the order was marked “rejected”. After spending Lord knows how long on the phone to BT, I was none the wiser. I was passed through to three different operatives who went through the same questions and account checking before passing me on again to someone else, to whom I had to start all over again to explain the problem.

The last person finally muttered something about a “Failed  product reference check”. Apparently BT were getting lots of those recently. Although the operative couldn’t explain what it exactly was, I was assured that my particular problem had been transferred to a specialist department and they would resolve it within 24 hours, or maybe by Thursday (actually 72 hours).

Sure enough, when I checked again on Thursday 18th, it was still showing as “rejected”. Again, after immeasurable time on the phone to BT’s call centre, I was finally told that they would cancel the original order and issue a new one. Later that evening I got an e-mail as follows;

A quick update

Hello,

BT here. We need to speak to you about your order. Please call us on 0800874787 as soon as you can. You?ll need your reference number xxxxxxxxxx  Please don?t reply to this text ? we won?t see it.

Thanks

Vivek (who is Vivek?)

To make matters worse, when I phoned 0800874787 the message was “the number you have dialled has not been recognised”. As the BT lines were closed for the night. I had to wait until this morning to call BT. As before I was told that the second re-order had also been rejected due to guess what, yes, a “Failed  product reference check”. But I was reassured that I shouldn’t worry because it was being passed to a special department who would sort it out within 24 hours.

This is appalling service from BT. The operators don’t really do anything other than fob you off with meaningless promises, knowing that when nothing happens, it won’t be them you’ll be talking to but another operator somewhere else in the country, to whom you’ll have to start all over again explaining the situation. No-one I’ve spoken to has been able to take any responsibility or make decisions but can only pass it on to the next department. There are no supervisors or line manager to take direct action.

Who’s guessing that the 2nd re-order will also be rejected due to a “Failed  product reference check”

I should have signed up with Virgin.

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7 REPLIES 7
AtMyWitsEnd1
Aspiring Contributor
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Message 2 of 8

Re: Failed product reference check

UPDATE: When I try to access the order I now get the message,
"Some internal error occurred.
Sorry, something's gone wrong and we can't access your order. It shouldn't last long, so please try again or come back later. If that still doesn't work

Start an online chat"

It's been like that for 4 hours now. This is unbelievable. Please does anybody know how to get a link for the Start an online chat, I can't waste more hours waiting on the phone for a reply? I'm moving house I should be packing things not chasing BT's shoddy work.

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AtMyWitsEnd1
Aspiring Contributor
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Message 3 of 8

Re: Failed product reference check

OH NO!  I can't believe it. 

I now get the message "We've cancelled your order for you
You told us you want to cancel your order. If that's not right, or you've changed your mind, please click here to Contact Us." 

I never told them to cancel the order. I now have to go back to hanging on the end of the telephone line trying to get through. It's now 6 days since I started this process and no-one  seems able or capable to sort this out. 

Please are there any moderators or helpers on here who can help me sort this awful mess out.

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NeilO
Moderator
Moderator
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Message 4 of 8

Re: Failed product reference check

Hi @AtMyWitsEnd1 I'm really sorry about the problems with your order. It sounds like the order team may be making these changes in the background resulting in those messages and I can appreciate the confusion and frustration they are causing.

The moderation team are unfortunately unable to assist with fibre orders at the moment but the full fibre team will be able to update you. The correct number to reach them on is  0800 587 4787

Thanks

Neil

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AtMyWitsEnd1
Aspiring Contributor
512 Views
Message 5 of 8

Re: Failed product reference check

Thanks @NeilO yes I have that number now. Originally when they contacted me by e-mail on Thursday evening they omitted the 5, so the number I was given 0800874787 was not recognised. Does anybody know what a "Failed product reference check" actually is?
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AtMyWitsEnd1
Aspiring Contributor
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Message 6 of 8

Re: Failed product reference check

2 weeks since I first placed the home move order.  All the orders have now been cancelled by BT (not me). It's also 9 days since I raised a complaint and no-one from BT has had the courtesy to get in touch. What terrible terrible customer service from an organisation like BT. 

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Carlusha
Recognised Expert
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Message 7 of 8

Re: Failed product reference check

No idea but would ask whether you ordered a HOME MOVE via your MyBT? I was wondering whether that Fibre 300 was actually available in the area at your new address and, if not, might upset the order process? Mind you, I am no expert. 

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AtMyWitsEnd1
Aspiring Contributor
457 Views
Message 8 of 8

Re: Failed product reference check

@Carlusha Yes it seems to be available at the new address. My problem is that no-one at BT (and I've spoken to at least 6 different people during this saga) can explain what exactly is the problem. They all apologise profusely and reassure me that it is being looked after by a specialist team and will be resolved within 24, 48 or 72 hours. But it never is. They have raised and then cancelled at least 4 different orders in the last 2 weeks and keep telling me that it was I who cancelled the order. 

It is a total and utter shambles and no-one I've spoken to has the gumption or authority to take a decision to stop the whole thing going round and round in the same circles all over again. The only result so far is that my last reported connection date at the new premises has slipped by 4-5 days, so I shall be without broadband for that period (or longer)