New BT Infinity order... Order tracking fails

Hello,
I ordered BT Infinity this afternoon, as my cabinet went live this Saturday. I gave my MAC code to the BT rep on the phone, and everything went smoothly. I have an engineer booked for 1st November between 8am-1pm to install Infinity and get everything sorted.
My only problem is that the rep said I could track my order at any time through the BT order tracking page, but it doesn't work with my reference number. When I type my reference number in to the "VOL011" box, and my postcode, I get the following error:
Order not found
The order details you have entered were for a cancelled order, which we are unable to display.
This could be due to one of the following reasons:
You no longer require the product or service associated with your order and have cancelled this yourself after discussing and agreeing with a member of our team
Our suppliers are unable to fulfil some of the requirements of your order and we will be contacting you shortly to discuss this in more detail with you.
If there is a problem with your order please be assured we will contact you directly to discuss this further. For any other queries, please call us on 0800 800 150
Opening hours are 8am to 8pm Monday – Friday, 9am to 6pm – Saturday/Sunday.
Should I be worried about this? The BT rep said I will receive my Infinity equipment on the phone on the 28th October, along with documentation of my new contract with BT. I really want this to go smoothly, as I have been looking forward to getting BT Infinity for literally over a year. I am aware that the order screen is probably just glitchy - as much of the BT member pages are at times, but I would very much like a member of the forum staff to check over my order and make sure that it's all progressing well. My tracking reference is useless, and it has got me worried! I only ordered the product 8 or so hours ago, so I'm hoping this is just a minor error with the website, and my order hasn't actually bee cancelled (especially after I went through all the effort of signing up over the phone).
Any help the Admins/Mods could provide would be much appreciated.
Regards,
Tim
Solved!
Go to Solution.

Hi Tim
I reckon by tomorrow (Wed) the Bt system should have sorted itself, if it hasn't there is no harm in ringing BT.
The VOL part of your order number indicates an order made over the phone.. so maybe even though the sales staff type the order as your speaking to them I suppose the system may take a while to synchronise things compared to an order made over the internet...
waffling a bit here am I not
If after phoning you are unhappy or worried then the way to get help from the BT Forum mods is to fill in a contact form obtained by clicking on one of their names.
Here is a form you can use http://bt.custhelp.com/app/contact_email/c/4951
Normally will contact you within 72hrs but it will depend on their workload... they will make contact.
Edit... I wonder if you've ordered a telephone line as well as Infinity?
This can cause a problem. Some people have had Infinity installed on the same day as the telephone line is installed others have problem with the line being installed but infinity cancelled or delayed.
It shouldn't happen I know but sometimes it's a problem.
On a further point I recommend you ask the engineer to mount the Openreach Modem on a wall. it's cooling vents work better that way.
And if your planning on using Infinity over a wireless connection then wireless "n" gives you the best speed.
It's easy to change your PC/laptop if your on wireless "g" you just plug a wireless "n" adapter into a spare USB socket.
Info on identifying wireless g or wireless n HERE.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

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