So, BT tells me at 1022 an order is complete BUT at 1052 I receive an email to tell me there is an order waiting in “my basket” to be completed with a so called link (that just takes me to the general order page).
Which piece of information do I believe?
If it is for a BT service, log onto your MyBT and go to "Track Your Order" which should show the up to date postion of any order.
All your orders should be shown in MYBT soche king is first place to go to see if there are any outstanding orders waiting completion. It will help you if you phone CS
But why is that more reliable than a later email requesting that I “complete the order”?
If you have ordered something and you perhaps did not complete that initial order for what ever reason and then went back and started the order over again it may be that the actual order you did complete has been fulfilled but the order that you did not complete prior to starting a new order is still waiting for you to complete it or to delete it from your pending orders.
When you order a service it is recorded in your MyBT. It should show if the order is completed or not. Whether it is more reliable or not we will never know until you actually check it.
In any event, you must know what you ordered and if the order is completed, the service that you ordered will be active so you should be able to use that service.
If you have ordered something from the BT Shop, you would need to log onto the BT Shop page and see if anything is still in your basket and if you do not want it, delete it from your basket. This will not show in your MyBT because it is a totally different system.
No, that’s not it!
On MyBT it says ALL orders are complete. So why send me a subsequent email saying I need to “complete my order”?
How do I know if it is complete if the order is for a line rental renewal!
It's also possible the order failed, the data integrity team noticed and had to complete it in order to correct things, normally the KCI (Keeping customers Informed) is supressed, sometimes the system will send auto generated messages, after that they raised a new order to replace the failed order.
Anything to do with open or failed orders is handler by the 'Connections' team, give them a call and ask 🙂