This topic

BT cancelling orders with no notification or explanation

katiep83 — Tue, 25 Mar 2025 21:28:39 GMT

I ordered home broadband having been assured that it was available to my address. First order was cancelled yesterday within hours of being placed online, today I phoned up to find out what the problem was and put through a new order. It has been cancelled again. Completely without explanation or even contact from BT.

I have found out both times by getting an email from my current provider TalkTalk, who I am desperate to be rid of, expressing their delight that I have decided to stay, which I have not.

Logging into BT and tracking my order I am told that I requested cancellation of the order, which I did not.

Is this standard practice for BT? Should I look elsewhere? It is baffling to me that I am trying to give them my money and they cannot even email me to explain what the problem is or inform me that my hub actually won't be coming in the post.

Re: BT cancelling orders with no notification or explanation

iniltous — Tue, 25 Mar 2025 21:41:16 GMT

Are you simply migrating from TT to BT , but staying on the same underlying technology, so FTTC to FTTC , or are you upgrading from FTTC with TT , to FTTP (full fibre) with BT ?
Enter your address here
https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome
Post the return , if you are simply changing supplier on FTTC , what does the SoGEA column show , available or waiting list , if upgrading to FTTP it should show WBC FTTP as available, but screen grab and post the entire thing .

Re: BT cancelling orders with no notification or explanation

katiep83 — Wed, 26 Mar 2025 00:03:52 GMT

It is perfectly possible there is a technical problem. But BT had my details to look this up at the point I placed the order. I live in rural Somerset so broadband options are limited.

My frustration is not that. It is the appalling customer service that is just cancelling orders without any notification. I am not sure why it is on me to be investigating it as a mystery.

Re: BT cancelling orders with no notification or explanation

Christopher_G — Wed, 26 Mar 2025 14:24:36 GMT

Hi @katiep83

Welcome to the community.

I'm sorry to hear that your orders keep being cancelled. I recommend speaking with our Customer Support team again so they can look into why this keeps happening.

Chris

Re: BT cancelling orders with no notification or explanation

imjolly — Wed, 26 Mar 2025 14:45:59 GMT

@katiep83

did you enter your address in the dslchecker and if so can you post results. from previous forum posts it often the result of the cabinet being full and openreach cancelling the order. I appreciate you are just moving ISP for same package but effectively you are terminating your current connection and getting a new connection from BT. adslchecker results will help