Nightmare renewing services

[orientboy2000]

I have phone 4 times and spent over 3 hours on the phone

All staff were polite and "helpful" BUT the problem is still there

I originally had just one account

EA********

It had 2 phone land Lines and FTTP BB Halo 300 and TNT sports HD (via Sky)

I wanted to cancel the LL 1 line and re negotiate my BB  as it was out of contract

I was offered BB Halo 500 at a lesser cost and said yes to that

I was told I need to keep the LL 1 Liine as its associated with my BB. (I have direct Fibre to my home so WHY)

Any way keeping a long story short

They gave me another account GB ******** and said that will have my LL 2 telephone on it and account EA ******** my BB and LL 1 . Also THT sports HD

I received an email on 3/5/24 showing details of package for BB 500 Halo

Can someone check what’s happened and WHY I have 2 accounts now.

My BB has not been upgraded and I have received no notifications

[JohnC2]

Hi @orientboy2000, sorry for the confusion with your account. 
So we can get an idea of what might be going on would you check if the email for the fibre 500 showed as the EA account number?
If you check your EA account online does it show the fibre 500? and the landline you wanted to keep or the one you wanted to stop?
Cheers

John

 

[orientboy2000]

Hi John

the email attachment does not show any account information.

When i check my account on line the EA account shows the Landline i don't want to keep + BB halo 300  (nothing updated.) and TNT sports 

On the billing page it  i can drop down the  to the GB account and That shows the telephone I want to keep and the calling plan 

This was set up during one of the phone calls 

In short I want one account 

BB FTTP Halo 500

One LL telephone (the number i have had for 35+ years

TNT Sports HD 

Hope you can help

Thanks 

[orientboy2000]

John

I have just PM you with further account numbers and details 

Thanks 

[JohnC2]

Hi @orientboy2000, thanks for checking that for me and sorry that this has happened. 

I've sent you a Private Message so you can reply with the requested information and we'll be happy to help you with this.

Cheers

John