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BT/ EE donot accept cancellation please help

Kazouk — Mon, 24 Feb 2025 15:08:34 GMT

On the 21st Feb I was mislead by the BT agent to change EE earlier but quickly realised it was not right and called back to swich back to BT within 1 hour after reading term and condision. But Each time I called BT, EE they asked to call back or cut off as soon as I want to switch back. making me wait over 30 minutes and did not come back, some agent asked to call back Monday and I did today many times bu teach agent say the line was not working and they would call me back still no reply I try more than 3 hours write X and facebook too but still no reply only they ask to call them but They do not want to take my cancellation what shal lI do to cancel and switch back to BT till August which is end of contract The ydo not put any email address and I have only 10 days left

Re: BT/ EE donot accept cancellation please help

RIC9380 — Mon, 24 Feb 2025 18:14:45 GMT

Raise a complaint: Complaints | BT Help

That way it is reported and logged.

RIC9380

Re: BT/ EE donot accept cancellation please help

gg30340 — Mon, 24 Feb 2025 18:42:04 GMT

I have notified the moderators of the forum about your problem. They do not have access to your account but due to the very poor customer service or rather lack of customer service they may be able to direct you to the correct place or have somebody contact you.

Failing that you should email and complain to the BT CEO. Her defenders should pick up the email and deal with your complaint.

You can get her email address with a simple Internet search.

Re: BT/ EE donot accept cancellation please help

Kazouk — Mon, 24 Feb 2025 19:16:30 GMT

Thank you for your sympathy and suggestion. I did write complain to form, Facebook and x but all come back automated

I found postal address but it says it may take 28 days to reply, it too late to cancel 14 days I recorded earlier telephone conversation but 5th agent say I cannot go back to BT I will write ceo but I'm exhausted with these wasting time

They used to have chat line now all telephone calls end and give me text to call different numbers I did this more than 20 times I did everything I could. Ombusman want final answer from ee but they donot give a reply in writing

Re: BT/ EE donot accept cancellation please help

WSH — Mon, 24 Feb 2025 20:19:51 GMT

Cancel within the 14 days. Move to a different provider. Then write a letter to the CEO explaining why they have lost a long-standing customer.

I’m currently thinking of doing similar, due to the ridiculous price they seem to think I’m going to pay to move to FTTP.

Re: BT/ EE donot accept cancellation please help

Kazouk — Mon, 24 Feb 2025 21:42:37 GMT

yes but they cut all my phones and when they pick up, they just make me wait for a long time and they cut my landline no option to cancel from web I worry they kept on charging me and would say 14 days past

Re: BT/ EE donot accept cancellation please help

Linzi_H — Tue, 25 Feb 2025 10:35:14 GMT

Hi @Kazouk

I will send you a Private Message so we can chat further.

Linzi

Re: BT/ EE donot accept cancellation please help

Pemberton — Fri, 28 Feb 2025 13:12:12 GMT

This is very interesting. I write to BTs CEO recently. No acknowledgement yet! Where do we go from here? The Chairman?

Re: BT/ EE donot accept cancellation please help

Kazouk — Fri, 28 Feb 2025 14:39:33 GMT

I do not think they would reply. Or maybe a couple of months later. It does not show any email address to write to. I found complain email address but still no reply. Then It will be 14 days past. Dreadful !! How come they allow not to accept in writing and phone pnly which they do not respond I think we should raise concerns to ombusman together

Re: BT/ EE donot accept cancellation please help

Christopher_G — Fri, 28 Feb 2025 17:39:13 GMT

Hi @Pemberton

I'm sorry to hear that you have a problem with this too.

The best course of action for registering a complaint is to speak with our Customer Support team and ask them to log it against your account. The complaint will then be handled following our complaint code.

I hope you manage to get this sorted soon. Please keep us update with what happens.

Chris

Re: BT/ EE donot accept cancellation please help

Pemberton — Sun, 09 Mar 2025 07:48:25 GMT

Thanks Chris. Update as follows. After 65 days without landline and three missed engineer appointments and many many calls with an Executive Complaints officer who offered me compensation of £500 less than I was due I took the matter further by complaining to another person. BT kindly fully honoured compensation owed last week. A wee word of advice folk ensure you check what’s due you. My wife and I are both in our eighties and we took for granted that the first offer must have been correct as it had come from an Executive Complaints officer. Had it not been for our son who looked into the BT Compensation code we would have lost £500. Take care!