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Unable to place switching order

e5115271
Newbie
Posts: 2
Registered: a month ago

Unable to place switching order

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 -
 
Screenshot 2024-11-06 152911.png
 
 
4 REPLIES 4
Townman
Superuser
Superuser
Posts: 23,982
Thanks: 10,189
Fixes: 175
Registered: ‎22-08-2007

Re: Unable to place switching order

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

RealAleMadrid
Aspiring Hero
Posts: 2,851
Thanks: 1,498
Fixes: 61
Registered: ‎07-07-2009

Re: Unable to place switching order

@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?

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Unable to place switching order

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.   

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
e5115271
Newbie
Posts: 2
Registered: a month ago

Re: Unable to place switching order

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