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blobster
Beginner
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Message 1 of 5

Totally confused & gutted

Hello

 

Just so stressed out for the last few months, but where to begin i truly dont know.... after several weeks of internet rate on and off at 0.36mb i got to a stage where i just wanted out which i done and made a new order to a different provider. BT still continued to look for the issue and after a second visit from an engineer it got sorted. So then i get a letter from BT about me leaving and stated a date where if i made a new order on some offers they had things would go on as they were but after that date there would be nothing they can do.

So before that date i accepted an offer with BT again but this would change me from broadband over to fibre and as other providers cant supply fibre i thought what the hell it's a sweet offer which was a #100 reward card and a free Echo and 50mps fibre for 29.99 a month. So offer was sorted and even received a confirmation email etc and was told i would receive a new router on the 17th Dec but it never showed up, didn't show up today either so now i'm told the order was cancelled which has ticked me right off.. I call and started getting swaped around different departments as if i was a jougling balls having to have my ears blown off with that stressful music while you wait. Last thing i was told i would have to cancel the order that was set up with the other provider which they told me all i had to do was order with your new provider and it would get cancelled that way. I then started to understand how a tennis ball may feel at times because now i was getting bounced back & forward between two providers which is not much fun you know.

I beleive when BT cancelled my old broadband they also cancelled out my new order with it not that they would admit this, but i even have the email and a transcript confirming the order is all ok etc but it's not ok and whats really got the 7 hairs on my head to stand up is i probably have lost the golden offer i mentioned above now and i'm just totally stressed and depressed with whats gone on the past couple of months.

So i know if i call again the same thing will happen again and i don't really like tennis and certainly don't fancy been the tennis ball again so i simply ask if there is someone out there who can help or advise me maybe, i would be so grateful to just have this sorted. Like before the band connection trouble started i had beautiful although some grey but still a full head of hair and now i'm down to just 7 hairs...  if someone can help i reckon the rest of the hair may come back who knows maybe even before xmas ...

Thanks for reading my rant and well until i hear back maybe from someone i can for now just wish everyone a Merry Christmas.

 

Thanks

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4 REPLIES 4
Distinguished Sage
Distinguished Sage
271 Views
Message 2 of 5

Re: Totally confused & gutted

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.

They are the best people to sort this out. You should get a reply from them tomorrow morning.

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Highlighted
Moderator
Moderator
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Message 3 of 5

Re: Totally confused & gutted

Hi @blobster,

Thank you for posting. 

I'm sorry things have gone so badly wrong with your order. I'd like to take a look at this for you and help put things right.

Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

Community ModeratorPaddyB
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blobster
Beginner
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Message 4 of 5

Re: Totally confused & gutted

Thanks Guys

 

I filled in the form for you but i just notice BT closed my account which has totally boggled my mind as to why maybe due to the original order that i was going to move but as mentioned i did have BT arrange the new order, so i am not sure at all what to do now to be honest.

 

Thanks

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Moderator
Moderator
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Message 5 of 5

Re: Totally confused & gutted

Hi @blobster,

Thank you for sending in your details. I gave your mobile number a quick call, I'm sorry I didn't get speaking to you.

I've had a look at the details of your account. It looks like the order placed to transfer the to you new provider completed on the 11th of December.

I called your home number, the line does appear to be active. Please can you let me know if you have active service with a different provider?

Having checked the details of the new order you placed on the 6th of December. This order was done online and placed as a new provide. As there was already a transfer order in place at your address, this resulted in the new order being canceled.

As it stands at the moment both your new and old BT accounts have been canceled. I'd be more than happy to give you a call to discuss things, please can you let me know what would be a good time for me to call?

I'm in the office until 4pm today.

Thanks

PaddyB

 

Community ModeratorPaddyB
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