This topic

I’ve cancelled my contract but had no email or bag

DanielleH — Sun, 19 Jan 2025 21:29:09 GMT

Hi team,

I called up this Saturday and cancelled my BT broadband. The advisor confirmed on the phone they had received my request from Sky that my BB would be moving on 21/1. The advisor also confirmed there was no outstanding costs on my account and I should receive cancellation email and notification to request a return bag.
I received a test instantly once speaking with Sky that my BT BB was cancelled and they were sorry I was leaving and that I had an email sent to me.
I have had no email and no bag. My BB is due to cancel in 1 working day.
why is it so hard to get hold of anyone on the phone, I am always waiting in a queue - all I want is my cancellation email , which should be automatically triggered with a cancellation and a request return bag. Or at least a clear route on the app/ website to request a bag (no options like the instructions on the website say?)

looking forward to your help.
Danielle

Re: I’ve cancelled my contract but had no email or bag

gg30340 — Sun, 19 Jan 2025 20:45:40 GMT

You will get the bag and or the option to request a bag when your cancellation completes.

Re: I’ve cancelled my contract but had no email or bag

DanielleH — Sun, 19 Jan 2025 20:53:52 GMT

Thanks for your reply! Hopefully will get this in the post next week then.
Doesn’t explain why I’ve not received email communication which I was told I would do.
fingers crossed get something tomorrow/ Tuesday from BT to save me calling again

Re: I’ve cancelled my contract but had no email or bag

gg30340 — Sun, 19 Jan 2025 21:19:17 GMT

Check in your MyBT.

Re: I’ve cancelled my contract but had no email or bag

DanielleH — Sun, 19 Jan 2025 21:22:12 GMT

that was my first thought..
There is nothing reflecting a cancellation in MyBT.

Re: I’ve cancelled my contract but had no email or bag

iniltous — Sun, 19 Jan 2025 21:26:15 GMT

If you are joining Sky , why have you called BT ? , the process is that you call the provider you want to use , they basically do everything else , they contact the company you are leaving not you , so by calling BT yourself, you potentially mess up the migration to Sky ……did Sky tell you that you didn’t need to contact BT and you ignored that , or they didn’t say anything so you thought you needed to contact BT yourself .

I received a test instantly once speaking with Sky that my BT BB was cancelled and they were sorry I was leaving and that I had an email sent to me.

Presumably you mean a text was received instantly, so I can’t understand your concern, you have received notification, what does it matter if the email hasn’t arrived, have you checked your spam folder , have you checked that the email address you are expecting to receive a notification to is the one recorded on your My BT .

As stated you get the returns bag etc after the migration takes place , 21st Jan seems very quick if you only called Sky on Saturday 18th but whatever, expecting a returns bag to be sent out and received by you one day after contacting Sky is unrealistic

Re: I’ve cancelled my contract but had no email or bag

DanielleH — Sun, 19 Jan 2025 21:25:56 GMT

Thanks for your reply.
I haven’t messed up any migration. As a customer I called BT to confirm they’d received everything , as I said I not had any email from BT as the text said… not sure why you think customers can’t call up to get support?

No need to respond to my message if you have a rude tone. Have a lovely evening!

Re: I’ve cancelled my contract but had no email or bag

iniltous — Sun, 19 Jan 2025 21:31:39 GMT

The question is because many migrations go wrong , because the customer usurps the process and the migration fails because the customers call is interpreted as a request to cease service, you can’t have a cease and a migration co exist so the migration get cancelled and the customer gets a break in service ….I don’t have a rude tone , and TBH , I don’t know why you would think I do , however I was pointing out you seem to be somewhat premature in thinking there is a problem when so little time has expired from when you instructed Sky

Re: I’ve cancelled my contract but had no email or bag

DanielleH — Sun, 19 Jan 2025 21:32:55 GMT

Thanks for your advice.

Re: I’ve cancelled my contract but had no email or bag

gg30340 — Sun, 19 Jan 2025 21:59:36 GMT

@DanielleH wrote:

that was my first thought..
There is nothing reflecting a cancellation in MyBT.

I meant you will be offered the returns bag after the cancellation has gone through.