This topic

How long to cancel an order?

nickymoo — Fri, 04 Oct 2024 11:10:21 GMT

Hi. I regraded from my Fibre 300 to 900 on 1 October and in the evening of 1 October cancelled it within 14 days using the online form and I’ve not heard anything back yet. Not even an acknowledgement (apart from after submitting the form). I would be reverting back to Fibre 300.

Do you know how long it would take to get an acknowledgement from BT that they will be cancelling the upgrade and putting me back on the old package?

Re: How long to cancel an order?

Leanne_T — Sat, 05 Oct 2024 09:28:46 GMT

Hi @nickymoo

Thanks for coming back to us on the community.

If you would like to make sure the request was received and being actioned, please get in touch with our broadband team who can get this looked into for you.

Let me know how you get on 🙂

Leanne.

Re: How long to cancel an order?

nickymoo — Sat, 05 Oct 2024 09:34:45 GMT

Is there any way I can do this via email? I spend all day talking to people at work on the phone and try to avoid it wherever possible when I'm outside of work!

Re: How long to cancel an order?

imjolly — Sat, 05 Oct 2024 09:37:19 GMT

you can try billing 'message us' and see if they can help https://www.bt.com/help/contact-bt/account-and-billing/broadband there is no email address

Re: How long to cancel an order?

nickymoo — Sat, 05 Oct 2024 09:41:55 GMT

"Sorry, our messaging team can't help with this. To speak with a member of our team, please call 150 from a BT mobile, or 0800 783 1401."

If I haven't heard back from the online message by 14 October, 14 days after I cancelled it, I'll print out the filled in cancellation page and print out the "we've received your message" confirmation page (I saved both as a PDF) and do it via the complaints process. There's no point in having an online cancellation form if it doesn't go anywhere. I just assumed I would have heard something, absolutely anything by now.