Trying to upgrade TV package - going round in circles!

[lb23]

Hi - I had the VIP package but switched down during the World Cup. Have tried unsuccessfully to go back to VIP since early Jan, the web-based order process starts off OK then seems to lose the order details. Called the helpline on two occasions and was told that the order would be processed - not so far.

My main gripe is not having the BT and Sky sports channels in HD.

Can anyone advise or suggest any help?

I know that the web-based system used to work so is it perhaps my account which is causing the issues.

thanks in advance

[JohnC2]

Hi @lb23, welcome to the forum and thanks for posting. 

I'm sorry that you're unable to place an order to switch back to the VIP package online. 
Do you have an open order on your account at the moment as this would stop you placing another order?

Cheers

John

[lb23]

Hi John

Thanks for your reply.

According to the BT website, there are no open orders for my account.

I think this possibility was mentioned during one of the phone conversations so perhaps this is the cause of the problem. The online order process starts OK however when you move to the next webpage the order total usually goes back to £0.00 and the order details appear to be lost.

Regards

Laurie

[RobbieMac]

Hi @lb23

Thanks for confirming that.  Sorry for all the problems you're having.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie