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dsidous
Beginner
172 Views
Message 1 of 9

Asked to cancel broadband and landline but nothing happened

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I called support on 04.10 to cancel my broadband and landline by 13.10. I haven't received any confirmation email and I've just got a new bill to pay for October and November. I've already cancelled my direct debit as I am abroad until next year.

 

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8 REPLIES 8
Andy005
Aspiring Expert
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Message 2 of 9

Re: Asked to cancel broadband and landline but nothing happened

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Hi @dsidous 

I think that you need to give 30 days notice when cancelling which is probably why you've received another bill. I would check your bill to see if it only includes your notice period, although I suspect that this could span two bills depending upon when your regular billing date is.

dsidous
Beginner
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Message 3 of 9

Re: Asked to cancel broadband and landline but nothing happened

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Thanks Andy. I ve asked them about the notice period and they promised me to cancel by the date I ve asked. 

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Asked to cancel broadband and landline but nothing happened

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dsidous
Beginner
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Message 5 of 9

Re: Asked to cancel broadband and landline but nothing happened

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Thank you Kate. All clear now. I hope they will send some confirmation about the cancellation in a month time. 

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Moderator
Moderator
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Message 6 of 9

Re: Asked to cancel broadband and landline but nothing happened

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Hi @dsidous Welcome to the forum and thanks for posting. You should have received notification of the cancellation of your broadband. Have a chat with the our live chat team and they will be able to confirm the account is closing.

Cheers
John

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dsidous
Beginner
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Message 7 of 9

Re: Asked to cancel broadband and landline but nothing happened

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I've just had a chat with the account team and they can confirm that there is NO cancellation request for my account.

So someone has forgotten to push a button or something when I've asked to cancel.

It cost me money, and time, and I have to call them again for cancel. But can you imagine how much does it cost to call and be on the queue for an hour from abroad?

That's so annoying.

And if BT do records all the phone calls, is it not possible to find my call on 04.10 and do the cancellation instead of me calling them again? (And find out who was responsible to this mistake...)

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Moderator
Moderator
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Message 8 of 9

Re: Asked to cancel broadband and landline but nothing happened

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Hi @dsidous, thanks for checking that with the chat team and sorry that your account has not been closed. I've sent you a Private Message on how to contact the Mod team and we will be happy to help you get the account closed and provide feedback on the error.

Thanks
John

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dsidous
Beginner
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Message 9 of 9

Re: Asked to cancel broadband and landline but nothing happened

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Thank you John.

Privet message sent.

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