Is this normal from BT call handler?

[Gamer98]

I got a cancellation email couple of days ago as BT could not offer me anything good to stay with them after speaking to cancellations.

I rang cancellations today and said another provider was going to give me better deal and whether they could match it. The call handler said as the account is due for cancellation, they could only match the deal by opening new account. When I queried if this was ok as I am currently leaving and rejoining, he asked his supervisor who said its ok.

He took my details and set up new account for me (using new email) and said he had placed an order. It has been around half hour and I have not had any confirmation emails.

Is it ok for them to set me up as new user like this as the new service is due to start same day as my old one is cancelled.

[Kodikid]

Yes 

Pretty routine to get the good deals once they realise you're serious about leaving 

Ring tomorrow requesting a conformation email 

Be warned though the call handlers are highly incentivized to sell and have been known in the past to be deceitful 

[Gamer98]

is there any risk they treat me as existing customer once new contract starts?

[Kodikid]

Not if they closed your old account as promised 

You'll be given a new account number 

[Gamer98]

I got a text saying got your order but no email.

I rang bt and the guy reissued email but still not had it. He said a letters out in post?he also tried to make it out as though email is not important but how on earth can I access my bt account.

I still do not have a order number on text either

Any tips. I am worried they will mess this up as they have set me up again as new customer

[Kodikid · Accepted solution]

You have 14 days cooling off in which to cancel if you're not happy. 

I would suggest ringing explaining your situation and ask them to verbally give you your order number .

This is not a big ask and shouldn't really be any reason they can't provide it.