Open order preventing broadband upgrade

[s6shhuss]

I've been trying to upgrade my broadband these past 4 weeks. I was made aware at the start that there is an 'Open Order' on my account which shouldn't be there and is preventing the upgrade to go through. On 'My BT -> Track Your Order' I don't see any open orders. Every time I call in I am told the same thing "the relevant team are working on it and have said to call back in 5 days". Three times now this has happened.

I was also told that this open order was preventing BT to check personalised deals which also happens to be the case on my end, since when I go to 'My BT -> Upgrade -> Broadband' the page always errors with the message "Personalised offers are temporarily unavailable". I've been with BT for several years, so paying standard price would be disappointing (without even considering this open order issue).

This is incredibly frustrating since I have multiple work-from-home family members and siblings who've moved back home since university - who all game, stream, etc.

Is there someone from the BT team who could please assist me?

[Kodikid]

Why not just leave?

Plusnet and EE ( exactly the same  broadband as BT) would be glad of your custom and you could take advantage of any new customer offers. 

Also the real threat of you jumping ship might kick their butt's into actually not fobbing you off

[Manatarms84]

I would call back up and speak to the orders team - unless they can sort on the phone I would log a complaint and this will ensure they get to the bottom of it for you.

[Kimberlin]

What you’re describing is just poor shoddy service. Are you out of contract? If so, I’d move elsewhere. Being fobbed off every time you call just means they’ve no interest in you.

[imjolly]

@s6shhuss 

try contacting the billing team using message now and see if they can clear the order that is causing problems  if they don't/can't then tell them you want to make a complaint

https://www.bt.com/help/contact-bt/account-and-billing/broadband