Placed a big order and then they cancelled

Question

Hi all, I signed up last Thursday and received confirmation of order and logging details. Tracked my order and everything seemed good. I went for Broadband - BT Infinity Option 2 and BT vision unlimited and BT inspire 1500 twin pack. I was given a date of going and engineer visit for Aug 17th. Great! Oh no today I received a call from BT saying that they will have to cancel the order as there's something wrong with the "system" call back tomorrow and place the order again! Naturally, they have taken £170 and set up the direct debit that side worked great for them. So I have to ring again, shouldn't they call me? I'll lose my slot with the engineer and I bet I get charged twice and spend months chasing it. Having doubts now. Any advice or help? Ben

Answer 1

Last month I ordered TWO Infinity 2 lines. One for me, and a seperate one for my lodger (it's a long complicated story...).
Orders accepted. Order numbers produced. Engineer date (same day for both) booked. Got asked for two MAC keys (apparently you don't need them when switching to Infinity). Also paid, for a year's rental in advance on my line.
My lodger's Infinity was installed on time, and apart from the last 24hrs speed troubles, has been working fine.
1. My line? "Customer cancelled the order." I didn't.
2. Had a letter through the post saying I was moving to another provider from BT, just after I paid them for a year's rental in advance! Panic ensued, and I managed to get the move cancelled. I suspect my enquiry to TalkTalk about broadband, had caused them to sneakily sign me up. It's only a guess, and allegedly TalkTalk have done this before to other people.
3. The Anytime service on my phone line was removed without my sayso, so I have been running up phone bills unknowingly.
4. I was charged for a month's line rental on my own line for the coming month.
5. Yes, you guessed it: After paying in advance, they lost the record of the payment!
6. "The reason the second Infinity line was cancelled was because the engineer woulod not have had time to install two lines." Why did the system allow me to book the second time slot then?
7. I can't get the Anytime package on my line because apparently the uninstalled line job is still "pending".
8. No one knows why it is. "There is apparently a problem with our system." You think?
9. "Our records show you HAVE Infinity on both lines." I do not. I am stuck on ADSL2+ to an exchange that is 8km away. I get about 1.1Mbps. That is hardly broadband, let alone Infinity speeds!
10. Only one set of Infinity equipment was delivered.
11. "Ah. We think. We are not sure, but it might be that your BT account has two lines." Maybe we're getting somewhere now.
12. "We will try to split your account into two accounts. Then we can re-action the Infinity 2 order...."
Although, the last BT person I spoke to was a real gem. I just don't hold out much hope that is going to get sorted anytime soon.
Updates to follow. Probably.
Keep smiling folks! Or baring your teeth at least....!