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Vet25
Beginner
1,550 Views
Message 1 of 9

Order confirmation

I originally placed an order for new unlimited broadband package on the 24th of March that was due to be delivered on the 3rd. When I didn't recieve the hub I went to tracking and saw that the order had been cancelled. I spoke to someone on chat who said that I had failed to reply to a correspondence that I don't recall receiving. I re-ordered the same package on the 3rd of April anyway but have yet to receive a confirmation email and the order has not shown up on my account. I tried a chat both yesterday and today and both times have been told I would receive an email within the next few minutes but I still have nothing. I do not have wi-fi at my flat currently and really need it as soon as possible so any help would be appreciated. This is getting quite frustrating as there has been no delivery on the promises being made.

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8 REPLIES 8
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Order confirmation

do you currently have a phone contract with BT?



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Vet25
Beginner
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Message 3 of 9

Re: Order confirmation

I do not, no. 

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imjolly
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Message 4 of 9

Re: Order confirmation

you need a BT phone line before you can get broadband



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Vet25
Beginner
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Message 5 of 9

Re: Order confirmation

A landline was part of the package that I had ordered both times

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Vet25
Beginner
1,500 Views
Message 6 of 9

Re: Order confirmation

I would like to add that the landline already exists, it just needs to be re-connected
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Vet25
Beginner
1,467 Views
Message 7 of 9

Re: Order confirmation

Could anyone help with this?
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
1,464 Views
Message 8 of 9

Re: Order confirmation

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.

RobbieMac
Moderator
Moderator
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Message 9 of 9

Re: Order confirmation

Hi @Vet25

Welcome to the community and thanks for your posts!

I'm sorry that your original order was cancelled without your knowledge and that you have been waiting so long for the services to be connected.  I appreciate the time you have spent trying to sort this out both over the phone and on live chat.

You can send us over your details and we'll help get you connected.  Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

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