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Order Open after Broadband renewal meaning I can't cancel TV

123Curtains — Wed, 28 Jan 2026 18:04:59 GMT

Evening

I had Bt Fibre 2 and BT Entertainment Package on a deal which expires on 28th Feb. I have renewed the fibre 2 online but want to cancel the tv.

The BT Fibre renewed yesterday according to my order. The order shows as a 'regrade of broadband and EETV'. I have called to cancel the TV and was told yesterday I couldn#t as I had an open order. I called again today and was told that it was cancelled when I renewed the broadband.

This doesn't sound right as I renewed broadband but not tv and I would have assumed that the TV would continue, just not on a contract price.

Today, the BT call handler told me to phone a few days before the contract is due to expire (28th Feb) but it says I have to give 30 days notice? Any ideas how I can confirm whether it has been cancelled or speak to someone who can confirm - both calls have taken nearly 30 minutes and dont want to waste more time!

Re: Order Open after Broadband renewal meaning I can't cancel TV

Peter_W — Thu, 29 Jan 2026 15:37:43 GMT

Welcome to the Community, @123Curtains.

Do you know if your new broadband contract has taken effect yet, or is this going to go through on a later date?

I wouldn't expect your TV service to cease without an explicit request.

Also do you know if you're sticking on partial fibre, or are you being switched to Full Fibre (FTTP) as part of this regrade?

Peter

Re: Order Open after Broadband renewal meaning I can't cancel TV

123Curtains — Thu, 29 Jan 2026 15:45:37 GMT

It resolved itself today thankfully. Order completed and I managed to get through to a Human at BT in less than 3 minutes?!

Thanks

Re: Order Open after Broadband renewal meaning I can't cancel TV

Peter_W — Thu, 29 Jan 2026 16:22:45 GMT

I'm really glad to hear that, @123Curtains.

Thanks for taking the time to come back and let us know, too!

Peter