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Message 1 of 4

Mods help please...back end team

Looking some assistance as going round in circles with customer services. Long story short, I was offered free upgrade from my existing Fibre 100 Halo 1 to Fibre 100 Halo 2 as part of a Digital Voice order upgrade.

Digital Voice order failed as not currently eligible so I rang up and asked for the full order to be cancelled. The order cancellation also looks to have failed as apparently both Halo 1 and Halo 2 are showing as active promotions on my account, hence bt.com showing an error message now as it can't properly retrieve my account details.

Full fibre team emailed back end team to have Halo 2 removed from account last Wednesday but this doesn't look to have been done. Can a mod assist? Thanks.

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Message 2 of 4

Re: Mods help please...back end team

It's what's known as a data integrity issue, parts of the order had completed when the order was cancelled.
Speak with the connections team on 0800 800 150, ask for a data integrity (DI) case be raised, they can take up to 5 days to pickup and maybe a few more depending on what needs done, some parts might need reverted from the supplier systems.

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Message 3 of 4

Re: Mods help please...back end team

The problem is, if I mention the connections team or a data integrity case, what are the odds of the customer service agent having the faintest idea what I'm on about! This is the problem with ringing the general 150 number, it's hard to get the person to understand what you're on about.

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Message 4 of 4

Re: Mods help please...back end team


@glennbentleywrote:

The problem is, if I mention the connections team or a data integrity case, what are the odds of the customer service agent having the faintest idea what I'm on about!


Very likely, the connections team are well known and not some secret team, the connections team are familiar with the data integrity process, it sounds like one is already raised, if it was raised on Wednesday, that's only 2 full working days.

If you ring now you can get through, they are open until 6pm on a Sunday.