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matthews422001
Beginner
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Message 1 of 11

Order keeps getting cancelled! Please help

My order for a BT phone line + fibre keeps getting cancelled! I have spent so many hours trying to sort this on the phone but after placing 3 orders I still have no hope in getting a connection, please help.

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10 REPLIES 10
Distinguished Sage
Distinguished Sage
408 Views
Message 2 of 11

Re: Order keeps getting cancelled! Please help

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.

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Moderator
Moderator
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Message 3 of 11

Re: Order keeps getting cancelled! Please help

@matthews422001 Thanks for posting and welcome to the forum, I'm really sorry that your order has failed.


Your best bet would be to contact our order team and allow them the chance to put things right. I will drop you a private message now which will include the link to our order team whereby you can online chat with them. This order team is based in the UK and will own your complaint until everything is sorted out.

Should you have any further problems after speaking with this team please let us know.

 

Thanks

Neil

Community ModeratorNeilO
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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matthews422001
Beginner
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Message 4 of 11

Re: Order keeps getting cancelled! Please help

Hello Neil, thank you for your message. I have done this and the order was subsequently cancelled, even though the person I spoke to knew exactly what my problem was! She said she knew how to fix it because she saw the problem before. Please can someone fix this?
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matthews422001
Beginner
370 Views
Message 5 of 11

Line still not in service after months

Can anyone help me? I am the first owner of a new property with FTTP. The property was built over a year ago. I moved in November but BT still tell me openreach have not registered the line as active. This inconvenience has gone on far too long. The worst part is BT say they can't chase, I have to wait and I'm at the mercy of openreach and their undefined timescales. Please help. I'm trapped in a corner and this has gone on far too long.
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Distinguished Sage
367 Views
Message 6 of 11

Re: Line still not in service after months

Have you placed an order for FTTP? Or are you still waiting on the infrastructure to be put in place?

If it's the latter, there's nothing anyone can do I'm afraid. it's just a waiting game.

Do you have a copper telephone line?
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Distinguished Sage
Distinguished Sage
360 Views
Message 7 of 11

Re: Line still not in service after months

if you tried the order team link provided by mods and still no progress then take up mod offer of help  can you see mod contact us link in his profile



contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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matthews422001
Beginner
355 Views
Message 8 of 11

Re: Order keeps getting cancelled! Please help

The line is installed and powered up, all I need is for openreach to put it into service on their system. There is no copper line. I still have no phone line whatsoever.
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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: Order keeps getting cancelled! Please help

see if mods can help  they will post here



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Moderator
Moderator
326 Views
Message 10 of 11

Re: Order keeps getting cancelled! Please help

Hi @matthews422001,

 

If this is an FTTP order you'll need to contact them directly on 0800 587 4787 as they're a specialised team that deals solely with FTTP.

 

Cheers

 

David

Community ModeratorDaveM
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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