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DamianC
Beginner
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Message 1 of 15

Cancelled orders not cleared on your system

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Hi

 

I have tried on three different occasions to have orders on my account cancelled (on the last attempt I spoke to three different departments...). I was assured each time that within 24 hours the orders would disappear from my account - they haven't and it's a week since I last called.

 

The open orders are preventing my new ISP from taking over the service. 

 

Could someone please take a look at this for me and get the orders removed properly?

 

Thanks very much.

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Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: Cancelled orders not cleared on your system

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Welcome to this forum.
This is a customer to customer forum only,

 

This is where customers help each other get the most out of BT products & services.

Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
Everyone posting here, are just BT customers like myself

If you would like to try Live Chat they should be able to help you.

 


This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.

Thanks

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DamianC
Beginner
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Message 3 of 15

Re: Cancelled orders not cleared on your system

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Went through Live Chat each time and unfortunately that's not worked...

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 15

Re: Cancelled orders not cleared on your system

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How long ago did you place the orders, and when did you cancel them?

 

Cancellations can take quite a while to be removed, as all of the tasks associated with the cancellation have to be closed first.

 

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DamianC
Beginner
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Message 5 of 15

Re: Cancelled orders not cleared on your system

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13th December. Was told it would be within 24 hours. 

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YourEIN
Aspiring Contributor
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Message 6 of 15

Re: Cancelled orders not cleared on your system

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Depending on the products being cancelled, it can take between 5 and 10 working days to cancel due to lead times.
===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
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Distinguished Sage
Distinguished Sage
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Message 7 of 15

Re: Cancelled orders not cleared on your system

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@DamianC wrote:

13th December. Was told it would be within 24 hours. 


Its going to take a lot longer than that.

 

If you cancel and transfer a service, there is a minimum of 10 days before another provider can take over. This is an Ofcom requirement to reduce the incidence of slamming, or ordering errors where someone else gives the wrong address when placing an order.

 

Try again on the 23rd December to see if the orders are cancelled on MyBT.

 

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DamianC
Beginner
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Message 8 of 15

Re: Cancelled orders not cleared on your system

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Thanks. I've just tried Live Chat again so let's see what the next 24 hours brings!

 

Original order was to add broadband plus there was another mystery order to add anytime calls which I already had.

 

Will update this post either way tomorrow

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 15

Re: Cancelled orders not cleared on your system

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@DamianC wrote:

Original order was to add broadband

 

 

 


That would put a "tag" on the line, to stop another provider placing an order.

 

At this time of the year, it may take quite a while before this is done.

 

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DamianC
Beginner
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Message 10 of 15

Re: Cancelled orders not cleared on your system

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Thanks - makes sense. The broadband cancellation went through on the 13th as that's sitting in my 'closed' orders. Anything you can recommend in terms of getting that tag removed?

 

Live Chat removed one of the orders finally - no idea what that was for. There is one outstanding for 'anytime' calls which is ironic as I already have it!

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