This topic

Open Cancelled orders - again!

HHGTTG — Fri, 18 Apr 2025 16:14:27 GMT

I know this has been brought up before but I now found myself stuck in this loop, where despite cancelling FTTP/DV upgrade (instigated by BT not me) on 21st March and cancelling it almost immediately, I still find the order for this still as an Open Order in MyBT>>>>>>Track orders.

It does say 'you have cancelled this order' when I click on 'Track order' etc. but after nearly three weeks and conformation emails from a BT CS agent confirming the cancellation and on April 1st an email from Openreach saying

"Hi, It's Openreach on behalf of EE/BT.

We have now cancelled your Full Fibre broadband installation appointment for April 17th. You will remain on your existing service. We've let EE/BT know. If you have changed your mind, please contact them directly."

So all this but no change in what I find in MyBT Track order section. When will this appear as a closed order, is what I would like to know as I like things to be all done and dusted so to speak. I gave up contacting CS as I get different people every time and am told that this will happen in a matter of a few days. Hmmm.

Obviously nothing has happened as I had hoped and no Smart Hub 2 was posted to me to success there.

Re: Open Cancelled orders - again!

Ali_A — Sat, 19 Apr 2025 12:18:22 GMT

Hi @HHGTTG

Welcome to the Community

Good news is that clicking the order tracking confirm the order has been cancelled, so nothing will change.

It may be possible that it will update a few days after the 17th April installation date has passed. May be worth waiting a few more days, as also advised by the Customer Service guides.

If it still shows by Thursday I'd recommend contacting Customer Service again to ask if they can clear the closed order.

Ali

Re: Open Cancelled orders - again!

HHGTTG — Sat, 19 Apr 2025 16:38:59 GMT

Thanks for that. I take it that you meant 'clear the open order' not the closed order?
As you say, I'll give it another week or so and then try CS again, hoping I will get someone who can sort it once and for all. My IBS is affected by all this angst

Re: Open Cancelled orders - again!

Ali_A — Sun, 20 Apr 2025 10:14:30 GMT

@HHGTTG

Sorry, yes, the open order. Please keep us updated with how it goes.

Ali

Re: Open Cancelled orders - again!

HHGTTG — Wed, 23 Apr 2025 15:42:55 GMT

This afternoon and with a spare moment and having again checked the status of 'Track you order' in MyBT and still having found 'Open' Cancelled order after a month, I managed to get an online chat started with an agent. After a few details were given he/she managed with the help of their manager to get the Open Order cancelled and told me to log in again a bit later to check.

Needless to say, I did this straight away and lo and behold found that they were now classed as Closed. So success at last.

Re: Open Cancelled orders - again!

Debbie_G — Wed, 23 Apr 2025 17:50:15 GMT

It's great to hear you were able to get this sorted when speaking to our team @HHGTTG.

Thanks for getting back in touch to let us know.

Debbie