ordered broadband but no confirmation

[dyltea97]

I ordered a new broadband package on the 13th November, however I have received no confirmation email of this order. When I have tried to call the customer care team, I sit in the queue for around 20 minutes and then the phone is automatically put down on me without reaching an agent.

what can i  do?

[Michael_D]

Hi @dyltea97 

Welcome to the community.

It is great to hear that you have ordered broadband with us, but I can understand your concern at not receiving an email.

Have you had a look in the junk or spam folders in case it has dropped in there?

Did you choose a date for connection when you were applying?

Michael

[dyltea97]

Hi, it didn't drop into the junk/spam folder and I did choose for it to be installed, Friday 29th November.

I did make it to the thank you for your order page and did take a screenshot of the order number too, and in my BT ID account it got me to create has no pending orders or accounts I can manage.

[Michael_D]

Thanks @dyltea97 

If there was an order number, that is a positive sign, but I'd then expect to see the order as pending in your My BT account.

I know you've mentioned that you've tried to call previously but it would be something that our customer support guides do need to check on your account to make sure everything was successful.

You can see how to reach our team to discuss the order on our Contact Us page.

Michael