topic Re: Unable to place switching order in My Order

Unable to place switching order

e5115271 — Wed, 06 Nov 2024 15:31:40 GMT

My current broadband deal with BT runs out 8th December, and I've tried creating a new broadband order, but get the following message at the switching page -

"There was a problem matching your account

We've been able to find your account, but have been advised that there is an issue with some of the details. Please double check your details match exactly the same as those held by your current provider, enter any additional information and try again."

I've double checked my address, and tried my BT account number in the format GB XXXX XXXX as well as GBXXXXXXXX

As it doesn't match, I then have no option but to click the exit the switching portal button, at which point I'm perpetually stuck on this screen with the loading circle of doom and an unresponsive Continue button -

Re: Unable to place switching order

Townman — Wed, 06 Nov 2024 19:22:28 GMT

A new PN account?

There was a problem matching your account

We've been able to find your account, but have been advised that there is an issue with some of the details. Please double check your details match exactly the same as those held by your current provider, enter any additional information and try again.

Found your account suggests that you have been a PN customer before and the system is finding that old account from some of the information you’ve supplied.

In the past we have seen this connected to accounts pending deletion where a user returns and seeks a service associated with the same telephone number. If this assumption is correct, a staff member will need to kill off the old account completely or remove the phone number reference to that account.

Re: Unable to place switching order

RealAleMadrid — Wed, 06 Nov 2024 22:36:29 GMT

@Townman Could this be a failure in the One Touch Switching system where the Address, Postcode and possibly name details have to exactly match the details the current provider holds. Not sure what "we have been able to find your account" is referring to. That is completely unclear.

@e5115271 I don't know exactly what details you have been asked to supply but any BT account specific information should not be required. Do the address details for your BT account agree with the Royal mail post code data?

Re: Unable to place switching order

SammyM — Thu, 07 Nov 2024 08:25:06 GMT

Hiya @e5115271,

I=f after performing the above recommendations, give our team a call and they will sort this for you. Their number is 0330 1239 123.

Re: Unable to place switching order

e5115271 — Mon, 11 Nov 2024 16:51:41 GMT

I tried leaving the BT customer number/reference field blank in the switching form, and this fixed the problem.