Cancelled upgrade, kit being delivered!

[smc78]

We upgraded but then changed our minds. Contacted BT and cancelled no problem.  However tonight I have received notification they had already sent out the hybrid connect. Will they contact me to arrange for it to be returned or will there be returns details in the package?

[DanielS]

Hi @smc78,

When the order has been cancelled or the upgrade was reverted, we would normally send you a returns kit if the device has gone out. It could take up to 7 days to receive once your cancellation order completed. Any issues, come back to me and I'll look at getting you a free returns kit.

Thank you

DanielS

[smc78]

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@DanielSwrote:

Hi @smc78,

When the order has been cancelled or the upgrade was reverted, we would normally send you a returns kit if the device has gone out. It could take up to 7 days to receive once your cancellation order completed. Any issues, come back to me and I'll look at getting you a free returns kit.

Thank you

DanielS

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Great thank you!!!

[smc78]

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@DanielSwrote:

Hi @smc78,

When the order has been cancelled or the upgrade was reverted, we would normally send you a returns kit if the device has gone out. It could take up to 7 days to receive once your cancellation order completed. Any issues, come back to me and I'll look at getting you a free returns kit.

Thank you

DanielS

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I got returns kit and BT have told me they have received it. However I am getting emails saying  that I am thinking of leaving etc.......is this normal? I am not leaving, just chose not to go ahead with upgrade but stick with contract I already had with them.

[DanielS]

That does not sound right to me at all @smc78.

The email or letter that you would get should be thanking you for returning the equipment. It normally states thank you and that we will take care of the recycling.

If you are receiving emails or letters about leaving us, there could be an order open or else a potential transfer request.

I take it that you haven't placed an order to move to another company? Does our notification state if you are moving elsewhere on it? Is there a contact number to ring us on that notification?
Let me know, please.

Thank you

DanielS

[smc78]

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@DanielSwrote:

That does not sound right to me at all @smc78.

The email or letter that you would get should be thanking you for returning the equipment. It normally states thank you and that we will take care of the recycling.

If you are receiving emails or letters about leaving us, there could be an order open or else a potential transfer request.

I take it that you haven't placed an order to move to another company? Does our notification state if you are moving elsewhere on it? Is there a contact number to ring us on that notification?
Let me know, please.

Thank you

DanielS

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One email thanks us for returning kit.

Other email talks about us possibly leaving, says

"We're sorry to hear you're thinking of moving your Digital Voice and broadband to another provider.
Account number: 
Phone number affected: 
If you have any questions, give us a call on 0800 085 1756 as soon as possible. If we don't hear from you, your services will automatically move on 04-Oct-2023."

No we have not placed order elsewhere

[NeilO]

Hi @smc78 I would recommend that you give the number a call as soon as possible, it looks like another provider has placed an order to take over your line.

Thanks

Neil

[smc78]

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@NeilOwrote:

Hi @smc78I would recommend that you give the number a call as soon as possible, it looks like another provider has placed an order to take over your line.

Thanks

Neil

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Thanks, I phoned and they eventually discovered that whilst it was cancelled on BT and Openreach it hadn't completely cancelled down with BT wholesale. They are now getting that sorted. 

[NeilO]

@smc78 was it a transfer to another supplier?

Thanks

Neil

[smc78]

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@NeilOwrote:

@smc78was it a transfer to another supplier?

Thanks

Neil

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No, no transfer