Order cancelled

Telltales — Wed, 04 Nov 2026 12:41:23 GMT

I would like to share my experience with BT in London, as I am curious whether other customers have encountered similar problems.

My original Full Fibre 900 order was confirmed with a £175 Digital Reward. However, the order was subsequently cancelled for reasons outside my control.

In July 2026, BT proceeded with another broadband order which I had not authorised, at a higher price and without the original promotional reward. A router was dispatched.

Then, in September 2026, another router arrived, despite the previous cancellation.

I escalated the matter to BT’s Executive Complaints team.

What surprised me most was their written response regarding the second router:

“I have checked the account and can see that all equipment is showing as returned.”

Despite this, they arranged to send me a returns bag and concluded:

“I will now close this case.”

Meanwhile, the original £175 Digital Reward issue remained unresolved to my satisfaction. BT had offered £20 as a goodwill gesture.

I have retained the order confirmations and correspondence documenting my experience.

Having also dealt with G.Network in London, I have personally found its communication clearer and more transparent.

My main concern is not simply the financial loss. It is the way orders, cancellations, equipment deliveries and complaints have been handled.

I find this level of customer service extremely disappointing, particularly from a major UK telecommunications company.

Closing a complaint does not mean resolving the customer’s problem.

Based on my personal experience, I would strongly advise anyone considering a BT broadband contract involving promotional rewards to be extremely cautious.

A promotional offer should represent a genuine commitment to the customer, not a promise that disappears when an order is cancelled through no fault of their own.

I cannot know whether these failures result from poor management, inadequate internal procedures or something else. What I do know is that the outcome for me has been unacceptable.

In my opinion, this reflects a deeply disappointing standard of commercial management and a serious lack of accountability.

Customers deserve transparency, professionalism and respect. Without these basic principles, no company should expect to retain their trust.

Re: Order cancelled

Christopher_G — Wed, 04 Nov 2026 18:09:09 GMT

Hi @Telltales

We're sorry to hear that your experience left you feeling this way.

We take complaints seriously and follow a strict process to ensure your issue is handled properly from start to finish. If you've raised a complaint, we'll work hard to find a resolution for this, and in a case where you remain unhappy, the next step would be referring it for independent review with the Ombudsman. Details of the process can be found on our code of practice.

If you need help with anything else, please don't hesitate to contact one of our guides who'll always aim to make sure you get the right support and information for your case.

Chris

Re: Order cancelled

Telltales — Wed, 04 Nov 2026 18:14:56 GMT

Hi Chris,

We have already exhausted BT’s complaints procedure, including a formal complaint to the Ombudsman, which unfortunately ruled against us.

After this experience, I have completely lost trust in BT.

I will continue to share my documented experience publicly and strongly advise others against choosing BT.

Customers deserve better.

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