New broadband deal

[Wendy34]

Have set up a new broadband deal, logged into my account, says we have an order in progress click link,  we then get a red banner saying some internal error has occured not able to view any orders on account as they are no active order.   Havnt got no order number or anything just contract summary with no name or reference. Been with bt for a very long time. Foned nearly everyday. They keep clearing it and starting again. But nothing is working . Help what can i do

[Lesley_W]

Hi @Wendy34 

Welcome to our community. 

 I'm sorry you have been having trouble with your order. When you spoke to the team, did they say what was happening to cause this?

Lesley

[Wendy34]

Hi, spoke yo abou 10 different people, a young checked there is switch attached to our account, basically that we were switching.we cancelled it a while ago, so our new deal couldnt go through. Shes filled in a ddi to get it removed. In the mean time the bt routert has stopped working. Spoke to some one to day will send a new one out,but we will not get it because no orders are going through because of this  switch which is attached to the account. She said the ddi will take it off. Can u help to push this quicker, now we havnt any broadband router thats working

[Wendy34]

Can any help please our problem?

[Lesley_W · Accepted solution]

Thanks for the extra information @Wendy34 

We don't have access to accounts here on the forum, but if the guide you spoke to has escalated this to another team, it sounds like the right steps are being taken to resolve this. 

Did the team open a complaint for you? You can check it here or request one to be opened here Complaints.

Lesley

[Wendy34]

No not made a complaint yet.

Now new router being sent, checked delayed because of the switch attached to the account, plus now theres a fault in socket. Engineer surpose to be coming. Foning again wen i get home from work. Reslly making me ill

[Peter_W]

Thanks for the update here, @Wendy34 

This certainly isn't how we'd want you to feel, and fingers crossed the engineer appointment will get everything resolved. 

Please keep us posted on how you get on though, and if needs be we can help point you in the direction from there. 

Peter