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Account -cancelled upgrade and ongoing issues

camper — Wed, 19 Feb 2025 12:15:36 GMT

Hi, after some help.

Ordered a Full fibre upgrade 10 days ago - but subsequently cancelled as I wanted to make change - this was painful process which involved "back office" IT as the order was not cancelling properly off system. Therefore, couldn't go and look at "personalised offers". Dept had to do this manually over a few days. I was at pains to ask them that this had no knock on effect to my existing services. The answer of course being "no issue".

However, on calling BT Customer Services today via the automated system ( sends you a text / connects you etc) - I have an automated voice telling me that " my account has been closed" ........ Customer Service's can't see anything or any issues, yet I have a nagging suspicion that there is something not right in the background with my Account and is linked to the cancelled order. I was given initially a switch over date of 4th March, is it likely my Account somewhere in the system will still de-activate on this date?? Is there anyway I can categorically ascertain that there are no issues with existing services ?. Many thanks

Re: Account -cancelled upgrade and ongoing issues

imjolly — Thu, 20 Feb 2025 12:05:10 GMT

if there is no update by going to MYBT then try contacting billing using message now and see if they can help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Account -cancelled upgrade and ongoing issues

camper — Fri, 21 Feb 2025 11:12:10 GMT

Thank you. Customer Services cant see anything and state that it A/c fully active and not pending closure....YET........ automated calls to C/S state A/c is closed and today in the post I received package to return kit!!!

Re: Account -cancelled upgrade and ongoing issues

camper — Fri, 21 Feb 2025 11:13:26 GMT