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Broadband order cancelled

Zuzana79 — Fri, 15 Dec 2023 17:27:14 GMT

I signed contract with BT for a new broadband in September. My contract with Virgin was in that time in cancellation process. I am without wi-fi for months as previously I have been waiting for open reach to come. I am running internet on bt hotspot. Openrech is still moving dates , and my order is now showing Auto cease. My last bill with virgin media has been already paid, so no outstanding balance. Now I got email to return my hotspot hub, what should I do now? I need Internet as I am working from home.

Re: Broadband order cancelled

PaddyB — Fri, 15 Dec 2023 19:38:45 GMT

Hi @Zuzana79,

Thank you for posting. I'm sorry to read about your delay in getting your service activated with BT. What was the last update you had from BT.

With the details you've posted, it sounds like your order has been cancelled. The quickest way to get this sorted would be by giving BT a call on 0800 783 1401 and they'll be able to take a look at what is happening with your order.

Thanks,

Paddy

Re: Broadband order cancelled

Zuzana79 — Fri, 15 Dec 2023 20:05:36 GMT

Hello,

I have been told last week, that engineer will come last Friday. I was whole day at home waiting for him and no one showed up. Today I got rmail to return smarthub2 by February 2024. On my BT app is showing under my order Auto Cease order, but it will not open to show me what's happening. I rung BT and been told that they will call me back, but no one called me.