This topic

Why has my order been cancelled

Sakina — Mon, 29 May 2023 09:55:11 GMT

I placed an order on 14th May and was sent an email confirming everything and the engineer was due to attend tomorrow to install. However, I've logged on today and realised that BT cancelled the order on 17th May. There is no explanation or email to advise me. I am worried now as my current broadband is due to be cancelled and I will be left with no broadband. Can you please help?

Re: Why has my order been cancelled

Sakina — Mon, 29 May 2023 11:44:06 GMT

I have just tried to sort this on the phone with BT. I have been passed from pillar to post and no one can explain why my order has been cancelled and the last person I was put through to was the Sales Team who have to start again. Well after 25 minutes I am too tired to start again. Any chance someone in BT can sort this? Thank you.

Re: Why has my order been cancelled

DanielS — Mon, 29 May 2023 11:46:19 GMT

Hi @Sakina,

I am so sorry that your order was cancelled and you weren't made aware. That shouldn't have happened.

I will send you a private message so that you can reply back to my team. The only problem here, it will take us a few days before we can pick this up for you as we are a small team helping people in the order that they contact us. I hope that suits you ok.

Thanks
DanielS

Re: Why has my order been cancelled

imjolly — Mon, 29 May 2023 12:38:53 GMT

@Sakina

did you advise your existing provider that you were leaving or not inform them and just placed order with BT?

Re: Why has my order been cancelled

Sakina — Mon, 29 May 2023 12:48:02 GMT

Hello, yes I did. That contract finishes on 31st May. The BT engineer was supposed to be coming tomorrow to set up.

Re: Why has my order been cancelled

imjolly — Mon, 29 May 2023 14:12:54 GMT

sorry but your answer 'yes I did' - does that mean you advised your ISP that you were leaving?

Re: Why has my order been cancelled

Sakina — Mon, 29 May 2023 14:44:39 GMT

Hi Daniel, thank you for your email. I have now managed to sort on the telephone.

Re: Why has my order been cancelled

RobbieMac — Mon, 29 May 2023 15:27:06 GMT

Hi @Sakina

Thank you for posting back!

I am really pleased that you've managed to get this sorted out on the phone with my colleagues. Thanks for coming back to update the thread with your solution.

Thanks,

Robbie