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Re: Why has my order been cancelled

Babydolly — Sat, 24 Jun 2023 07:29:10 GMT

Hi I’ve had the very same thing just happen to me.. how did this get sorted

Re: Why has my order been cancelled

Babydolly — Thu, 22 Jun 2023 08:09:50 GMT

Hi I’ve had my order cancelled to for no reason and no email or anything… I have to be passed for person to person… is it possible anyone could help me find a reason an re order

Re: Why has my order been cancelled

iniltous — Thu, 22 Jun 2023 08:52:34 GMT

Often the reason for the order cancellation is because the customer as well as contacting BT and arranging service with them also contacts the provider they are leaving , to say they are leaving , this is the wrong thing to do , by serving notice themselves to the old provider, rather that just contacting BT and leave everything to BT , the old provider puts a cease on the line ( because you called them and told them you were leaving ) and this cancels BT migration order , because BT cannot migrate a line that has a cease.

The ‘switching’ process is gaining provider led , anyone switching providers on Openreach network should simply contact the company they want to join and leave everything else to them , including serving notice to the losing company, I suspect this was the case with the original poster hence why the BT order was cancelled

Re: Why has my order been cancelled

Babydolly — Thu, 22 Jun 2023 08:55:47 GMT

Hi, I didn’t contact an old provider as I’m new in the property and didn’t have an old provider

Re: Why has my order been cancelled

iniltous — Thu, 22 Jun 2023 09:52:34 GMT

On the face of it , your situation is different to the OP , ( where it seems they were switching provider as they mention contacting their old provider )
If you are moving into an address , and you don’t have an old provider etc. then your situation seems different, but there can still be other issues , for example, if the previous occupant of the address gets a communication from their provider, stating that someone ( you ) has requested to take the line , it gives the current occupant an option to cancel that other customers order ( if they feel it’s a mistake and they don’t want their line to be taken over ) or if they have left the property , but advised their ISP to cancel the service, in advance on a particular date , then your order cannot be dated before that order has cleared , so potentially your order is cancelled because the date you want isn’t compatible with the date the previous occupant had given for their service to be ceased.
Customer orders can be cancelled for various reasons , that are not necessarily obvious to the person who raised the order , but often raising a new order is the only way to get the ball rolling again

Re: Why has my order been cancelled

DavidM — Sat, 24 Jun 2023 07:32:49 GMT

Hi @Babydolly and welcome to our community.

Thanks for posting about your order, sorry you're having problems. I can check what's happening with it. I'll need a few details so please check your inbox for my message and drop me over a reply.

Cheers

David

Re: Why has my order been cancelled

Babydolly — Sat, 24 Jun 2023 09:55:49 GMT

Hi I’ve sent you the information

thank you