Phone order in progress on account

[#1]

We went into our account last night to add on Plus Net protect but we have an error message stating

Unable to change service

You cannot make any changes to your account while there is a phone order in progress.

We have no order in progress and haven't made any alterations since last November! 

is this an error on our account?  Our current internet security expires in a week so we would appreciate an reply ASAP so we can look around for an alternative if we are unable to have this add on 

[#2]

I've had this showing on my account for several months. Chat is always off and I really don't want to spend half of a Saturday morning (or a weekday evening) on hold.

@Gandalfcan you or a colleague help?

Thank you.

[#3]

We eventually got through to someone on Thursday evening who confirmed there were no orders on our account.   She added the Plusnet Protect for us and I went into our account a few hours later to download it, the account was still showing nothing can be added!  Seems to me there is some software issue and our only option is to phone if we have any account queries.  As the account is in my husbands name this is not always possible.  Is anyone looking into these issue?

[#4]

Thanks for that.

Similarly for me, the account is in my wife's name, though one of us can hopefully try during the week.

[#5 · Accepted solution]

Hello,

I'm sorry for the issues with your accounts, this should be fixed for both of you now.

Let us know if there's anything else you'd need help with.

[#6]

Hello @Gandalf , I've been having the same issue as the other posters here. A couple of years ago I requested caller ID on my line, but my account still indicates that this order is "in progress".  As result however, I am unable to make any other changes to my account, for example I cannot choose a new package. Can you help please? Thanks.