This topic

Cancelled upgrade, kit being delivered!

smc78 — Thu, 14 Sep 2023 19:59:19 GMT

We upgraded but then changed our minds. Contacted BT and cancelled no problem. However tonight I have received notification they had already sent out the hybrid connect. Will they contact me to arrange for it to be returned or will there be returns details in the package?

Re: Cancelled upgrade, kit being delivered!

DanielS — Fri, 15 Sep 2023 07:16:24 GMT

Hi @smc78,

When the order has been cancelled or the upgrade was reverted, we would normally send you a returns kit if the device has gone out. It could take up to 7 days to receive once your cancellation order completed. Any issues, come back to me and I'll look at getting you a free returns kit.

Thank you

DanielS

Re: Cancelled upgrade, kit being delivered!

smc78 — Fri, 15 Sep 2023 09:55:44 GMT

@DanielSwrote:
Hi @smc78,
When the order has been cancelled or the upgrade was reverted, we would normally send you a returns kit if the device has gone out. It could take up to 7 days to receive once your cancellation order completed. Any issues, come back to me and I'll look at getting you a free returns kit.
Thank you
DanielS
Great thank you!!!

Re: Cancelled upgrade, kit being delivered!

smc78 — Wed, 04 Oct 2023 11:57:06 GMT

@DanielSwrote:
Hi @smc78,
When the order has been cancelled or the upgrade was reverted, we would normally send you a returns kit if the device has gone out. It could take up to 7 days to receive once your cancellation order completed. Any issues, come back to me and I'll look at getting you a free returns kit.
Thank you
DanielS

I got returns kit and BT have told me they have received it. However I am getting emails saying that I am thinking of leaving etc.......is this normal? I am not leaving, just chose not to go ahead with upgrade but stick with contract I already had with them.

Re: Cancelled upgrade, kit being delivered!

DanielS — Wed, 04 Oct 2023 12:08:53 GMT

That does not sound right to me at all @smc78.

The email or letter that you would get should be thanking you for returning the equipment. It normally states thank you and that we will take care of the recycling.

If you are receiving emails or letters about leaving us, there could be an order open or else a potential transfer request.

I take it that you haven't placed an order to move to another company? Does our notification state if you are moving elsewhere on it? Is there a contact number to ring us on that notification?
Let me know, please.

Thank you

DanielS

Re: Cancelled upgrade, kit being delivered!

smc78 — Wed, 04 Oct 2023 12:55:11 GMT

@DanielSwrote:
That does not sound right to me at all @smc78.
The email or letter that you would get should be thanking you for returning the equipment. It normally states thank you and that we will take care of the recycling.
If you are receiving emails or letters about leaving us, there could be an order open or else a potential transfer request.
I take it that you haven't placed an order to move to another company? Does our notification state if you are moving elsewhere on it? Is there a contact number to ring us on that notification?
Let me know, please.
Thank you
DanielS

One email thanks us for returning kit.

Other email talks about us possibly leaving, says

"We're sorry to hear you're thinking of moving your Digital Voice and broadband to another provider.
Account number:
Phone number affected:
If you have any questions, give us a call on 0800 085 1756 as soon as possible. If we don't hear from you, your services will automatically move on 04-Oct-2023."

No we have not placed order elsewhere

Re: Cancelled upgrade, kit being delivered!

NeilO — Wed, 04 Oct 2023 14:42:45 GMT

Hi @smc78 I would recommend that you give the number a call as soon as possible, it looks like another provider has placed an order to take over your line.

Thanks

Neil

Re: Cancelled upgrade, kit being delivered!

smc78 — Wed, 04 Oct 2023 15:50:24 GMT

@NeilOwrote:
Hi @smc78I would recommend that you give the number a call as soon as possible, it looks like another provider has placed an order to take over your line.
Thanks
Neil

Thanks, I phoned and they eventually discovered that whilst it was cancelled on BT and Openreach it hadn't completely cancelled down with BT wholesale. They are now getting that sorted.

Re: Cancelled upgrade, kit being delivered!

NeilO — Wed, 04 Oct 2023 16:03:06 GMT

@smc78 was it a transfer to another supplier?

Thanks

Neil

Re: Cancelled upgrade, kit being delivered!

smc78 — Wed, 04 Oct 2023 16:20:20 GMT

@NeilOwrote:
@smc78was it a transfer to another supplier?
Thanks
Neil

No, no transfer

Re: Cancelled upgrade, kit being delivered!

NeilO — Wed, 04 Oct 2023 16:24:10 GMT

@smc78 That's good, it can get complicated when another provider is involved. I'm glad it is being sorted.

Neil