This topic

BT won’t remove an add on

St9 — Fri, 02 Feb 2024 11:46:29 GMT

Hi,

Please help as I am exhausted trying to resolve this with BT.

I added on 500mb of data several months ago when my child went over their limit and wanted it for that month only.

I called back to cancel it before the end of the month as advised by BT.

I still get charged for it every month despite calling and telling BT every month.

Has anyone had any experience of this and able to advise how to resolve it?
#NEVER GET AN ADD ON!

Thanks

Re: BT won’t remove an add on

PaddyB — Fri, 02 Feb 2024 13:18:43 GMT

Hi @St9,

Thank you for posting. I'm sorry if you've been incorrectly charged for the data add on and I'm sorry this wasn't corrected when you called. If you send me your details, I'll get that corrected.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: BT won’t remove an add on

kinoultonkid — Thu, 07 Nov 2024 15:58:27 GMT

same here , I want to remove an addon but the links on the woefully poor BT website and app simply drive me round in circles, now complicated by ending up on EE branded pages

Re: BT won’t remove an add on

Michael_D — Fri, 08 Nov 2024 08:20:52 GMT

Hi @kinoultonkid

Thanks for coming to the community.

Which add-on are you trying to get removed?

Michael

Re: BT won’t remove an add on

kinoultonkid — Fri, 08 Nov 2024 08:26:17 GMT

A 15gb data add on. I spoke, finally, with BT yesterday afternoon and they said they would remove straightaway and send me an email confirmation within 15 mins. However checking my account this morning the add on has not been removed and I never received an email yesterday.

Re: BT won’t remove an add on

Michael_D — Fri, 08 Nov 2024 08:33:58 GMT

Thanks for the update @kinoultonkid.

The add-ons would usually be removed from the next bill, but if you have been told it would be removed immediately, it should be removed.

If it is still there, I would recommend getting back in touch with our Account and Billing guides, so they can check this or you.

Michael

Re: BT won’t remove an add on

kinoultonkid — Fri, 08 Nov 2024 09:09:33 GMT

Thanks Michael. What really annoys me is that I didn't receive an email yesterday despite being reassured twice that it would be sent in 15 minutes, it takes ages to get to speak to anyone on the phone and there is no way for me to self serve on the BT website.....which, by the way, is a complete mess...all complicated by the switch to EE !

Re: BT won’t remove an add on

Michael_D — Fri, 08 Nov 2024 09:42:23 GMT

I understand your frustration @kinoultonkid. I would expect our guides to follow up on what they have advised you.

There is also our chat team available on the link above if you are spending a lot of time trying to call through, and they can check the account for you.

What was happening when you tried to remove the add-on in MyBT?

Michael

Re: BT won’t remove an add on

kinoultonkid — Fri, 08 Nov 2024 14:28:52 GMT

that is the main problem Michael, there is no way that I can find, and neither can the guides, for me to remove an add-on in mybt

Re: BT won’t remove an add on

Michael_D — Fri, 08 Nov 2024 14:34:30 GMT

@kinoultonkid If there isn't an option to remove it in the add-ons section, it would be a case of having to call again or contact the chat guides so they can get into your account and make sure it is removed.

Michael

Re: BT won’t remove an add on

admck — Tue, 03 Dec 2024 21:37:57 GMT

I decided to get a mobile data add on for one month when on holiday in Italy. I intended to keep this just for one month. It’s now coming up for 3 months as BT have told me I can’t remove it. I tried to remove online but this was impossible. I phoned up and was informed that the only way to remove it was to take out a new contract with EE. This is insane!

BT need to sort this out quickly or they will continue to lose good customers.

Re: BT won’t remove an add on

Katie_B — Wed, 04 Dec 2024 08:16:57 GMT

Hello @admck.

Thanks for coming here.

What add-on did you purchase?

Katie

Re: BT won’t remove an add on

admck — Wed, 04 Dec 2024 17:13:00 GMT

I added an additional 10GB of data which I have now had to pay for 3 months. I intended to add it for one month while on holiday.

Re: BT won’t remove an add on

Katie_B — Thu, 05 Dec 2024 08:25:03 GMT

Hi @admck.

I have checked the add-on and can confirm you should be able to remove the add-on.

If you are still unable to do this online, please give us another call.

Katie

Re: BT won’t remove an add on

coganemma — Fri, 21 Mar 2025 12:35:43 GMT

I have same issue and it’s driving me insane. Website just goes round in circles and says that I’ll receive an email confirming my order which never arrives. Don’t buy add Ons with BT they seem to be impossible to remove.

Will be cancelling the whole contract soon if this doesn’t get fixed.

Emma

Re: BT won’t remove an add on

imjolly — Fri, 21 Mar 2025 13:05:47 GMT

@coganemma

did you phone CS 03301234150 and get it cancelled?

you cab also try billing message now and see if they can help you https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: BT won’t remove an add on

coganemma — Fri, 21 Mar 2025 13:49:50 GMT

No, I used the website, signed into BT and used manage add Ons, remove this add on.

I don’t want to have to call BT when there should be a working website.

Calling is a pain as takes forever.