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Aspiring Expert
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Message 1 of 10

Order placed without my knowledge

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Checked my account today and found an order had been made and completed in July with my knowledge.

I have not received any emails to confirm any of this.

Called 0800800030 and was told that Yes there was an order and it was complete.

Told the operative that I had most definitely had Not placed an order and was told it was annotated as ROBOTIC, whatever that means.

Sorted out a deal and was told that an email had been sent, checked  email twice no email.

Received a link via text on mobile to confirm order and tried connecting but no connection available. website unavailable.

Informed that new contract would commence on 15th Sept.

Anybody else aware of Robotic orders being made without any intervention from the customer????

 

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9 REPLIES 9
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Expert
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Message 2 of 10

Re: Order placed without my knowledge

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Does it say what the order is for? If it's broadband, they're probably moving you from ADSL to FTTP

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Expert
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Message 3 of 10

Re: Order placed without my knowledge

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It's most likely related to the free upgrades and freebies being offered, they don't renew or change any existing terms.
Standard broadband customers have been given fibre upgrades.
Fibre customers have been give Halo upgrades.
There are others as well, they bring new benefits.

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Aspiring Expert
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Message 4 of 10

Re: Order placed without my knowledge

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States it is for Broadband and landline.

 

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Expert
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Message 5 of 10

Re: Order placed without my knowledge

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@5progface they've probably just migrated you from ADSL to FTTP then as ADSL is being phased out by OpenReach

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Aspiring Expert
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Message 6 of 10

Re: Order placed without my knowledge

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States that it is for Broadband and landline.

Have initiated a complaint, will wait and see what transpires.

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Aspiring Expert
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Message 7 of 10

Re: Order placed without my knowledge

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Already on Fibre with Halo 1

 

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Expert
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Message 8 of 10

Re: Order placed without my knowledge

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@5progface it's not that then. It's more than likely something harmless and probably some house keeping that BT are doing but have had to book a job via OpenReach which has created an order on the system

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Aspiring Expert
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Message 9 of 10

Re: Order placed without my knowledge

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Thanks for the replies,

 I'll wait and see what transpires.

 

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Aspiring Expert
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Message 10 of 10

Re: Order placed without my knowledge

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Thanks to everyone who replied.

It was an upgrade to  HALO1 of which I was unaware, I did not receive the letter which was sent to customers making them aware of the upgrade.

Problem solved.