cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Beginner
412 Views
Message 1 of 8

New residential line with infinity - twice the order has tried to take over my business line!

Hi - not sure this is the correct forum but it seems to fit the bill for my rantings......

 

I have already got a BT Business account with an unlimited broadband package. This works well for the most part except for having to reset the Hub daily. Anyway our cabinet got Fiber enabled and so, since any chance to upgrade to infinity on the business line wasn't available I saw some good deals on and ordered the reconnection of a terminated 2nd line at the property and the setup of a new residential phone and infinity broadband service - this was to supplement the business line/broadband service.

 

I received letters telling me that my business line service was ending and being taken over by the residential order so I called the business support personnel and they cancelled the take over order which cancelled the residential order. I then had to resubmit the residential order - this time over the phone so that the sales team ensured that it was clear that the order was a new residential service (forced) and not a take over.

 

Well long story short - the 2nd order had to be cancelled today despite the business support telling me there was no take over - this contradicted what the residential team told me and now they have pushed me to a specialist offline team camp3 - who are this team and why will it take 24 hours before they are supposed to get back to me ? Has anyone had any dealings with them ? I don't even have a number to call them. Surely someone in BT can offer some reasoning behind why 2 orders for a new residential service have resulted in a take over of an existing business line despite notes/caveats and assurances/guarantees offered that it wouldn't.

 

Not a happy bunny right now.

0 Ratings
Reply
7 REPLIES 7
Highlighted
Distinguished Sage
Distinguished Sage
411 Views
Message 2 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

Welcome to this user forum.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

0 Ratings
Reply
Highlighted
Beginner
404 Views
Message 3 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

Thanks Keith for the welcome and the response.
0 Ratings
Reply
Highlighted
Moderator
Moderator
387 Views
Message 4 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

Hi @mike_1184 Sorry that your order for residential service has had to be cancelled for a second time. 

 

Did you place your original order over the phone with us or through bt.com? 


We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John 

 

0 Ratings
Reply
Highlighted
Beginner
374 Views
Message 5 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

@JohnC2- the original order was initiated through online chat session and then completed online through bt.com - the 2nd order was completed through the sales team direct over the phone after being transferred by the planning team - I already opened a residential services complaint after tjhe first order was cancelled *Edited by Mod* and was given assurances it wouldn't happen again - but it did. I just followed your link and opened a BT community forum case *Edited by Mod*

 

Thanks

0 Ratings
Reply
Highlighted
Moderator
Moderator
363 Views
Message 6 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

Hi @mike_1184 Thanks for sending over the details. One of the team will be in touch soon to help you with this.

 

cheers

John

 

0 Ratings
Reply
Highlighted
Beginner
307 Views
Message 7 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

Hi @JohnC2 I received an email from someone called DanielS (community forum member) stating that the specialist team camp3 would be in touch with me today to let me know what is happening going forward. Despite me sending a response to him at 2pm saying that nobody had got in touch I haven't received a response to my email and still nobody has got in touch - extremely dissapointed in this supposed higher level of service to case manage the order.

0 Ratings
Reply
Highlighted
Beginner
287 Views
Message 8 of 8

Re: New residential line with infinity - twice the order has tried to take over my business line!

@JohnC2Finally received a telephone call from Derek (camp 3 team) who has resubmitted the order again and is awaiting an openreach commit date for the install - currently looking at Feb 6th - considering the original install was schedules for the 24th Jan and then the 29th Jan the window is moving the wrong way...... hopefully one committed some kind of escalation will see an expedited install date, heres hoping there are no more issues.

0 Ratings
Reply