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Cancelled order queries

iaa — Wed, 15 Jan 2025 11:28:38 GMT

I cancelled a broadband upgrade recently. On monday I noticed a couple of new orders added to the account.

One was an Auto Undo Order, which is now closed. The other is still open, has a status of pending, and a track order button that gives me a page with a red message box saying "Sorry, something's gone wrong and we can't access your order". There is a link to start an online chat that is broken and takes me nowhere. Is this open order just a part of the cancellation that will close after some time?

Also, some equipment was delivered but there is no return kit link when logged in to My BT. Are the return bags sent out automatically? I've had no info about them at all. There's a link about more information on returning equipment under the closed order that I cancelled, but that is also broken and goes nowhere.

Thanks for any help.

Re: Cancelled order queries

imjolly — Wed, 15 Jan 2025 12:06:32 GMT

try contacting the billing team with message now and see if they can help you can also ask for a returns bag while you are there

you can also phone CS 03301234150 and request returns bag

Re: Cancelled order queries

iaa — Wed, 15 Jan 2025 14:48:37 GMT

Thanks. I didn't realise I could live chat to someone but only for certain categories.

Seems to be sorted now.

Re: Cancelled order queries

Leanne_T — Wed, 15 Jan 2025 16:46:41 GMT

Hi there @iaa

Thanks for coming back and letting us know this is now sorted using the helpful advice from @imjolly

Leanne.