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sspencer
Beginner
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Message 1 of 9

I didn't cancel my order but BT did??

I am moving house on 16th October and phoned to organise, as a new BT customer, a phone line (there is a current BT line in the property I'm moving to) with a new number and Infinity 2.  The phone call to order it was all very straightforward and I received email confirmation of my order etc.  All looked really good.

 

Then, a few hours later, I received an email telling me that my order had been cancelled with no explanation. The order tracking online told me that my phone line order had been cancelled but my broadband order had not been cancelled.  This was yesterday evening.

 

I phoned and spoke to a lady in a call centre who told me that it would all be fine and my order would go through (?!) - that was also yesterday evening.

 

Today I looked online again and saw that now both phone line and broadband orders had been cancelled... but there was a new order reference number too which shows an order placed today (?) and says "Your order is complete" AND "You will not be able to see details of the order".

 

My anxiety is provoked by the fact that I really need this phone to be active by the Monday after I move house as I'm a doctor and am on-call from home that Monday, in a house with dubious (at best) mobile coverage.

 

I do not understand what is happening and I really need some reassurance that my phone line will be alive when I move in to my house next Friday!

 

Has anyone else experienced such a bizarre order of events?

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: I didn't cancel my order but BT did??

I have asked a moderator to provide assistance, they will post an invite on this thread.

 


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

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Moderator
Moderator
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Message 3 of 9

Re: I didn't cancel my order but BT did??

Hi sspencer,

I'm really sorry for the problems you are having with your order.

The best thing for you to do would be to contact our order specialist team and allow them the chance to put things right. I will drop you a private message now which will include the link to the order team whereby you can chat with them online. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

Cheers

 

Robbie

Community ModeratorRobbieMac
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sspencer
Beginner
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Message 4 of 9

Re: I didn't cancel my order but BT did??

I have been reliably informed that the people moving out of the house I'm buying and moving into have informed BT, now, that they are leaving on 16th October - so I am anticipating that I will be contacted and told that I will have a phone line on 16th October after all - as there really shouldn't be any need for a delay.

 

I'll keep my fingers crossed and wait to hear by Monday night.  The online status of my order is unchanged.

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PeterGMcCartney
Aspiring Contributor
628 Views
Message 5 of 9

Re: I didn't cancel my order but BT did??

I am getting the same thing, only when i place an order to move everything gets canceled so there is no trace, i have been trying to get my services moved over for the past 4 weeks. No one seems to want to help.
Good luck!!
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sspencer
Beginner
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Message 6 of 9

Re: I didn't cancel my order but BT did??

I have been told by two BT people (one on Friday, one earlier today) that I will receive an update on my order by telephone before 8 pm this evening.  That hasn't happened.  This is the order that I placed by phone, which they cancelled and which they suggested that I had cancelled when I had not.

 

It is now four days until I move house; when I placed the order by telephone I was told, on the phone at the time of my order, that I would have a phone line active on 16th October and that I could have an engineer visit to activate Infinity 2 on the afternoon of 16th October.  BT should have a recording of that telephone call and that assurance.  I am a hospital doctor and am on-call on Monday 19th October: if I do not have a functioning telephone line I will have to stay in a hotel in order to be contactable whilst on-call as there is no reliable mobile reception in my new house until/unless I have an active broadband connection (when I can connect my mobile to wifi at home).  

 

The only reason I have not looked into alternative arrangements with another provider is because BT told me I would have the whole shebang working on 16th October.

 

This is not looking good for a long term relationship with BT, not at all.

 

 

 

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stewartcpl
Aspiring Contributor
603 Views
Message 7 of 9

Re: I didn't cancel my order but BT did??

The same problem happened to me BT cancelled my order because there was multiple phone lines in my house, despite me giving BT the number I wanted them to take over, the annoying thing was that they did not tell me they had cancelled the order. I'm disgusted that BT can treat customers/potentially custermers in this way. BT have to realise that there are many companies who can provide the same broadband and calls service using the same infrastructure as BT Openreach) and a lot cheaper. I'm with sky and after the disgraceful way I was treated I won't be moving back to BT. My advice is stay clear of BT. There are many companies offering deals to tempt new customers. Shop around on the web. Remember BT need you, you don't need BT. 

 

 

 

 

Dave11uk
Contributor
595 Views
Message 8 of 9

Re: I didn't cancel my order but BT did??

Moving to another provider is not always so easy. In my case, despite an engineer having visited and the fact I am able to call BT on my phone, they keep telling me I don't have a working phone line. When I contact Sky to see about moving the service to them, they tell me the same, there is no phone line at my address so will need BT OpenReach to get involved.

I wish it was easy to move to another supplier.
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stewartcpl
Aspiring Contributor
587 Views
Message 9 of 9

Re: I didn't cancel my order but BT did??

I used to be with BT but only because it was a new installation and the new line was free provided I took out a contract with them. When my contract ended I made 1 call to sky to ask them to take over my phone and broadband ( I have sky tv) and that was that. Even though I have a number of lines in my flat (it's one house with separate flats) sky managed to switch my phone and broadband based on the telephone number I gave them. I have sky fibre pro with anytime calls extra. I'm paying about the same as I would for BT infinity 2 with free weekend calls. i think the problem with BT is there trying to match sky and there playing catch up but are spending millions on trying to acquire sports rights and trying to buy out mobile phone companies. They have lost customer focus and in my opinion are treating there customers disgracefully. I would keep trying with other providers