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stevenjfrancis
Aspiring Contributor
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Message 1 of 15

My order has been cancelled 4 times - and no one knows why!!

Help!!!!!

I am losing my mind here. My BT boradband order keeps getting  unexpectedly cancelled.

After hours on the phone multiple times, and being passed around every department available, I have been continuously promised that the cancellation must have been a glitch and I just need to re-order.

Then once again, a couple of days after the order has gone through, it gets cancelled! When I call no one can explain why it has happened.

The property I am moving into currently has a BT phone and Broadband, its just a case of sending out a new box, but after weeks of trying I am still stuck with no order, am moving next week and need broadband for my job!

I am at a loss as to what to do next has anyone gone through this and actually solved it?

 

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Keith_Beddoe
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Message 2 of 15

Re: My order has been cancelled 4 times - and no one knows why!!


@stevenjfrancis wrote:

Help!!!!!

I

The property I am moving into currently has a BT phone and Broadband, its just a case of sending out a new box, but after weeks of trying I am still stuck with no order, am moving next week and need broadband for my job!

 

 


@stevenjfrancis 

That is most likely the reason for the failure, as there is already a working line. Who is the BT account holder in the new property?  Have they requested a cease of their service?

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stevenjfrancis
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Message 3 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

Thanks for the reply.

BT have confirmed the existing line is closing on our moving day, and each time have set the order to 'start' on the same day (I did ask them to set it a day later to see if that would help.. but apparently that's not how it's done! )
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Keith_Beddoe
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Message 4 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

It sounds like the owners have requested a cease of their line. Until that cease has been completed, and all the task closed, then any order you place will fail.

If you had requested a Working Line Takeover, then the existing owner would have received notification that someone wants to take over their line.

That would normally ensure that the process would run smoothly.

If they stopped the takeover, then that would have caused the problem.

I suspect they may have simply requested a cease instead, and in that case, any orders you place will fail until that is done.

Only the current owners would know what they did.

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stevenjfrancis
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Message 5 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

Thanks for the guidance.
I am in contact with them so will reach out and ask exactly what they did when requesting to switch their number and contract to their new address.
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Keith_Beddoe
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Message 6 of 15

Re: My order has been cancelled 4 times - and no one knows why!!


@stevenjfrancis wrote:
Thanks for the guidance.
I am in contact with them so will reach out and ask exactly what they did when requesting to switch their number and contract to their new address.

Yes, see if they did receive notification to say someone wants to take over their line.

I would be very surprised if there is a smooth changeover. What type of BT Broadband connection do they have?

If its a fibre broadband over copper (FTTC), then when that is ceased, its possible the cabinet is full, and if you have ordered FTTC, then you would not be able to have it, and only an ADSL connection would be available.

 

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stevenjfrancis
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Message 7 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

Following up on this. The current occupier has confirmed he has not ordered a cease on the line (as far as he knows). He did inform BT he was moving to a new address and was happy to keep his package and phone number etc. Also not sure whether its ADSL or Fibre but gets 55-60mb at the property, and believes this is the max he was able to get (does this answer that questions?).

BT have confirmed this is in place and due to take place 6th May, and nothing on their system is suggesting a new wouldn't work... but perhaps I am not getting this in front of the correct person/team?

To add to the confusion, despite my order being cancelled yet again, I have also received a message saying my 'equipment' has been posted - and owner has confirmed something has arrived at the address.

What is the best way to confirm if there is definitely a 'cease' ordered on the line, from the above advice, this sounds likely.. however, BT do not seem to think that is the situation?!

Thanks!


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Keith_Beddoe
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Message 8 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

@stevenjfrancis 

Based on what you have just posted, I would assume its a Working Line Takeover and there is not a pending cease which is preventing this, so I cannot see any problem with the 6th May.

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stevenjfrancis
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Message 9 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

Any thoughts on what to do next?... as the most recent order attempt is still definitely once again cancelled!
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imjolly
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Message 10 of 15

Re: My order has been cancelled 4 times - and no one knows why!!

if the existing owners have told BT that they are moving and taking number and package to new address then your order will fail until their move has been completed and records updated



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