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Message 1 of 4

New customer, "We're sorry... we cannot take your order at the moment"

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Hello, I am a new customer and I am trying to place an order for Fibre 2. I am using a link from TopCashback to receive a £130 discount, which I believe is only valid when ordering online (i.e., not over the phone).

I have tried to place the order on several occasions over the past few days, and every time I have been presented with the message: "We're sorry... we cannot take your order at the moment. Please call us on 0800 800 150 to renew or change your bundle". I have also tried different browsers (safari and chrome), but the problem is not solved.

Can somebody please help me fix this issue so that I can place the order, otherwise I will have to use another broadband provider. Help would be much appreciated!

All the best,
Harry

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Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: New customer, "We're sorry... we cannot take your order at the moment"

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are you switching from another ISP?

can you enter your phone number or failing that your address and post results

https://www.broadbandchecker.btwholesale.com/#/ADSL

it's as if the system thinks you are an existing customer hence why suggesting phone to renew or change package



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Message 3 of 4

Re: New customer, "We're sorry... we cannot take your order at the moment"

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Thanks for the reply!

I am moving into an apartment where the previous occupant used BT. However I am setting up my broadband for the first time (as a new customer), therefore I don't personally have an existing landline or other Internet Service Provider.

These are the results from the broadband checker:

BT Checker.png

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Distinguished Sage
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Message 4 of 4

Re: New customer, "We're sorry... we cannot take your order at the moment"

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You will have to place an order for a landline first, then you should be able to order an ADSL connection, as fibre (VDSL) is not available yet.