I'm trying to get to the bottom of a problem placing an order with BT. I placed an order with BT yesterday for Fibre 1 broadband. I went through the whole process, including booking an engineer appointment, received a confirmation email and an hour later was informed that the order had been cancelled, with no explanation. I had a quick look on the help pages to try figuring out what had gone wrong, and ended up just placing the order again.
The same thing has happened again - BT have cancelled my order, with the following message: You told us you want to cancel your order. If that's not right, or you've changed your mind, please click here to Contact Us.
I haven't asked for the orders to be cancelled. Could it be a capacity problem? Would BT cancel the order if they can't offer the promised speeds? Or am I missing something?
I will call BT later , but any advice would be appreciated.
are you currently a BT customer or trying to move from another ISP?
can you enter either your phone number or address and post results https://www.broadbandchecker.btwholesale.com/#/ADSL
as you can see from checker results your cabinet is available so not that which is causing problem more likely that you need to get phone line installed first and then follow with broadband once address has been registered
As @imjolly has said, you need a landline first. You can then add broadband to it, and that will include the cost of the line rental.
Make sure the place you are living in, is registered on the Post Office postcode database.
Place an order using this link - https://www.bt.com/landline/deals
If the address doesn't appear properly when you enter the postcode, there is a section underneath where you can manually enter the address. This will raise the order with the address showing as bronze and it will prompt Openreach to carry out a survey to confirm the routing.
is there an existing openreach line to the home and master socket? if so you don't need an engineer visit any connections are done externally
ok so you need openreach to fit phone line and master socket and then you should be able to get your broadband and you can see from the earlier dslchecker results the expected speed range