This topic

Order appears to be hanging

glennbentley — Tue, 19 Nov 2024 14:48:32 GMT

I have cancelled TNT Sport (app only sub). This was cancelled on 16/11/24 and is still sitting as an open order, therefore I can't place any new orders or modify BT mobile settings etc. I rang 150 and didn't get the feeling that the CS advisor really knew what he was talking about as far as the order ceasing. Does anyone know, is it the 30 days notice period that keeps the order sitting open, until the 30 days ceases? Or has the order simply stalled on the system?

Re: Order appears to be hanging

glennbentley — Wed, 20 Nov 2024 09:21:57 GMT

Anyone have experience of this issue? @mods?

Re: Order appears to be hanging

Christopher_G — Wed, 20 Nov 2024 09:41:16 GMT

Hi @glennbentley

The cancellation usually goes through on the next billing date. I'm not sure why this would block other orders though. What kind of new order are you trying to put through?

Chris

Re: Order appears to be hanging

glennbentley — Wed, 20 Nov 2024 09:46:38 GMT

I was looking at broadband upgrade offers, but it won't display them as 'an open order is in progress'.

Re: Order appears to be hanging

Christopher_G — Wed, 20 Nov 2024 09:48:50 GMT

OK, thanks @glennbentley

When you spoke with the Customer Care team, did they say if they could put the order through for you?

Chris

Re: Order appears to be hanging

glennbentley — Wed, 20 Nov 2024 09:54:10 GMT

@Christopher_G yes they did thanks. Just don't want an order lying open for up to 30 days. I'd prefer to do all account changes myself so I can see it in black and white.

Re: Order appears to be hanging

Christopher_G — Wed, 20 Nov 2024 15:45:55 GMT

Understood, @glennbentley

We want you to be able to self serve too. Hopefully that cancellation clears soon, so that you can. In the mean time, if there's anything important that you need to do, our Customer Care team should be able to help.
Chris