Looks like will have to endure the same as fernandez has in his posts on http://forums.thinkbroadband.com/bt/4224661-a-royal-...
I have had my internet order 'cancelled because it failed' and new orders placed internally when I rang up to check.
I placed an order on 11th of March 2013 for a phone line (was previously with sky), bt infinity2 and vision. I paid £129 upfront for line rental saver. I also setup a direct debit for the account.
I didn't immediately receive an email confirmation so I rang to confirm. I asked the lady I spoke to to confirm that the order had gone through ok. This was probably my biggest mistake.
I then received a confirmation email for my original order.
I also received a confirmation email for my direct debit.
Before the installation date I received a set of equipment (YouView box, Hub 3.0 and Powerline adapters).
I then received a second set of equipment (YouView box, Hub 3.0 and Powerline adapters)!!!
My installation date was to be the 11th of April so I took the day off.
On the 11th of April I sat in and waited...my line was switched over to BT (from sky) and I received messages saying my broadband and vision were now also live. An engineer did NOT come round and install infinity2.
On the 12th of April I rang the orders team and spoke to a man and told him that infinity had not been installed and that I had two sets of equipment. He said not to worry and that the original order had 'failled' and that he would sort it out. He said not to worry and that I should plug in the equipment I had been sent and use the phone service and broadband (standard ADSL) service and that he would place a third order to get infinity2 installed.
At this point he asked me all my details again and he decided that as I wanted rental line saver that I should set up a direct debit over the phone with him there and then and also pay again for the line rental saver as 'the original one would be credited back to me' which I did.
At this point (12th April) I have:-
3 order numbers.
2 sets of equipment.
1 direct debit confirmation.
1 order cancelled confirmation.
The man from the sales said infinity would be installed on 19th April. I so I booked a second day of work for this.
On the 16th April I got two letters from BT in the post; One said that a second direct debit had been setup which is what I was expecting as the orders man had said this would be the case.
However the second letter turned out to be a bill. There was a one-off charge for £49 for setting up vision which was as expected but I am also being charged £15.45 line rental, £5 for vision and £2 payment processing even though I has set up a direct debit for the account thus I shouldn't be incurring the payment processing charge and I have paid line rental saver so I shouldn't be paying the line rental monthly.
So I rang your billing helpdesk. After a long (20 mins) wait I got through to a young lady to whom I related the whole story. She said that she could not find anywhere where the original £129 had been paid and that she couldn't do anything.
I then decided to ring the billing helpdesk back and ask to be put directly through to a manager. I told this to the first person who answered the call (a male) who put me into a queue. This is where I stayed for nearly half an hour before being told that the call centre was now closed and I got cut-off.
I also had cashback tracking software (www.topcashback.co.uk) for the original order however I doubt that this will track correctly now as the order number to which is relates is now marked as cancelled. The value of the cashback is £151.50. From fernadez's post it looks like I can kiss goodbye to the cashback even if I say 'I placed the order online it is not my fault the order has been cancelled and placed again internally'.
Also there was an offer for a sainsburys voucher on the site which again was an enticement for me to sign up. However I also suspect I will have difficulty attempting to claim this as again the order number it would be marked against will be 'cancelled'.
Yesterday (19th) I did indeed get my line switched over to infinity but now it seems I will have to battle to get the billing sorted out...
I've sent an email to Warren Buckley as its his name on all the emails and letters that get sent. All I've had back is an automated response with an incident number and a promise to respond in 'up to 72 hrs', its been 4 days...