moved home

[tyvek]

i haved moved home .i have no confirmation date email. a friend called bt help for me but engineer did not come he called again and was told it could be sometime in september before its set up . i cannot track order it says its open but something has gone wrong .its now 3 weeks . bt chat is not enabled. i have no phone or broadband and i do not have a mobile phone. any advice please

[Michael_D]

Hi @tyvek. 

Welcome to the community.

I can totally understand you'll want to make sure the home move is going ahead. When you say that you get an error when trying to track the order, was that through the Home Move page on the website?

Michael

[tyvek]

i log into my bt and then track order i have 2 items  listed as complete which is the equipment and home move which is open but cant be tracked.

first all the equipment was sent to our old address and then the account was closed .i finally got the account open again for the new address but no engineer arrived .i have no mobile phone my friend called and the equipment was diverted to my new address and an engineer was supposed to call before 1pm on a thursday we waited all day no one arrived. the last info i have is it could be end of sept before its sorted . also there may be an issue with billing as i am told it will be £64 .40 but also £100 a month. it has been a a big mess.

[Peter_W]

Thanks for taking the time to explain all of that for me @tyvek.

I can appreciate you'll feel let down if your engineer didn't arrive as expected; normally we would update you via text on what has happened and how you can rebook this, but if you're not using a mobile right now I appreciate this won't be possible.

When you log into My BT does it present you with any options on choosing a new appointment?

If you can't view this, then the best option to get this all checked out will definitely be to contact our team from another phone, and they'll be able to confirm everything.

Also rest assured you'll not be left out of pocket for the delay in the service activating, and you will receive automatic compensation for the delay once the connection is live.

Peter

[tyvek]

thank you for your reply.my friend contacted  150 and tried to explain the situation that i do not use a mobile phone and could not contact them myself  . after confirming identity and permission and explaining that the equipment had been sent to the old address he was told that the equipment would be re routed to the new address that arrived correctly  and  we were then told an engineer would arrive .i have used bt chat to sort out the account as it was closed and i hope the direct debit is good now.i can no longer use bt chat as nothing happens i cannot track the open order as it states something went wrong and i can see no option to book a date for an engineer to arrive, my friend called the team and no engineer date was confirmed only that it might be resolved by the 24th of sept.i do not know what to do next can you please help in anyway.

[Peter_W]

Thanks @tyvek, I definitely think it would be best if possible to speak with our team directly yourself. 

That way you can hear any updates we have first-hand, and also specifically address any concerns you have with them so we can ensure all bases are covered. 

On the link I shared above you can call from any mobile or landline, regardless of provider, so if you can get hold of a phone to speak with us on from a friend or family member we'll be best equipped to help.

Peter

[Keith_Beddoe]

Continued https://community.bt.com/t5/Bills-Packages/house-move/m-p/2406546#M172881