This topic

Broadband renewal & stuck orders

Sarah58 — Wed, 26 Aug 2026 15:42:12 GMT

An order is stuck on my account, preventing me from renewing. I have been promised more than once a lower price for renewal than the stuck order.

I cancelled an order and have had to chase to get the order removed which it still hasn’t. I keep being told different things every time I phone up, I was promised the order would clear last night by 11pm (today is last day of contract) - phoned again today to say the order will clear tonight.

So frustrated I ended up in tears!!

So now I will have to pay a higher price than our current contract from tomorrow - so instead of saving money I will be losing it.

Any suggestions? Thanks

Re: Broadband renewal & stuck orders

Katie_J — Wed, 26 Aug 2026 16:00:39 GMT

Hello @Sarah58.

Thanks for coming here.

I'm sorry to hear this is causing so much frustration.

What did the team advise?

Have they raised a ticket for the issue to be looked into?

Speak soon,

Katie

Re: Broadband renewal & stuck orders

Sarah58 — Wed, 26 Aug 2026 16:07:13 GMT

The last person I spoke to said “Never mind - you’ll only pay £5 more than you are currently when you go out of contract”. This means we’ll be paying £52.99 for Full Fibre 150 with complete WiFi!!

My main frustration is I keep being given incorrect information every time I speak to an operator.

Re: Broadband renewal & stuck orders

Kimberlin — Wed, 26 Aug 2026 16:26:32 GMT

@Sarah58 Remember too, that come end March 27, you can add another £4 on top and the same again the following year.

Unless you sort this out with BT, you’ll just become another cash register. Reassess whether you need complete WiFi or Halo or whatever other add on you may have. Look at the price new customers are paying for an equivalent package and either negotiate or if they won’t or don’t help you, consider switching. Ultimately, the choice is yours.

Re: Broadband renewal & stuck orders

Sarah58 — Wed, 26 Aug 2026 16:38:28 GMT

Thank you - that gives me a measured way to look at things. Will regain my equilibrium by tomorrow and start looking.

Re: Broadband renewal & stuck orders

Katie_J — Wed, 26 Aug 2026 16:42:03 GMT

Please allow this evening to see if the order clears @Sarah58.

If it does not, please come back and let me know so this can be looked into further.

Katie

Re: Broadband renewal & stuck orders

Sarah58 — Thu, 27 Aug 2026 16:37:43 GMT

Hi - just a quick update….the order has still not cleared from our account even though we are now out of contract. I have spoken to an operator who has assured me it will be cleared in the next 24 hours and I am meant to receive a phone call tomorrow afternoon/evening to confirm and take next steps.

We will see…..