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Jamran
Aspiring Contributor
607 Views
Message 1 of 18

Landline order keeps getting cancelled

Hi all

I needed some help, ideally from someone from BT, who could direct me to the relevant team. 

My mum is currently with Virgin and I wanted to move her landline to BT Basic. To do that I was told to place a new order (keep original number) and then after it’s activated do a BT basic application. 

Unfortuantely, for some reason the order keeps getting cancelled as it fails “credit and fraud checks”. I have no idea why this is happening. The only advice I’ve gotten from BT staff is the usual speak to the credit agency as they did a soft search with them. However, I feel it is actually a BT technical issue. This is because I have checked her credit file and there are no soft or hard searches by BT! So I suspect there is a technical issue whereby landline orders fail or something. 

The last time my mum had BT (mobile) was about 3 years and everything was paid off. Additionally, I even placed an order under my name and the same thing happened. Rejected. 

Can anyone help?

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17 REPLIES 17
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 18

Re: Landline order keeps getting cancelled

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Jamran
Aspiring Contributor
589 Views
Message 3 of 18

Re: Landline order keeps getting cancelled

I know that thank you. I’ve called them and they stated that I need to order a new line first and then they’ll do the web form application for BT basic. The problem I’m facing is I can’t even get her order for the landline accepted. It keeps getting rejected 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 4 of 18

Re: Landline order keeps getting cancelled

A moderator may be able to advise. Bear in mind that unless her number was originally issued by BT Retail, its not normally possible to port a Virgin number over.

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Jamran
Aspiring Contributor
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Message 5 of 18

Re: Landline order keeps getting cancelled

Yes it was. She was originally with BT.

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imjolly
Distinguished Sage
Distinguished Sage
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Message 6 of 18

Re: Landline order keeps getting cancelled

there are other posts about getting basic and you need to have the BT landline active before you can apply for BT basic or as it will be know as Essential

https://www.ispreview.co.uk/index.php/2021/05/isp-bt-to-launch-cheap-new-uk-fibre-broadband-social-t...



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Jamran
Aspiring Contributor
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Message 7 of 18

Re: Landline order keeps getting cancelled

Don’t think I’m getting my issue across clearly. But I know how BT basic works and that you need an active line. This is where my issue lies. I cannot order a new landline. As whenever I do the system does a supposed credit check which my mum fails. However when I check her credit file there is no soft check that’s been done. So the fault is with BT’s systems. Additionally my mums credit score is very good so there shouldn’t be a reason for her to fail a credit check. 

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 8 of 18

Re: Landline order keeps getting cancelled

@Jamran 

As this is only a customer to customer forum, the only people that could possibly help, would be the moderators.

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 9 of 18

Re: Landline order keeps getting cancelled

in initial post you said your mother is with virgin and all you want to do is move your mother to BT basic so what is happening with presumably your mother's virgin broadband?



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Jamran
Aspiring Contributor
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Message 10 of 18

Re: Landline order keeps getting cancelled

She’s keeping her broadband with virgin
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