Unable to place switching order

e5115271 · yesterday

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 -

Townman · ‎22-08-2007

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.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

RealAleMadrid · ‎07-07-2009

@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?