Changing BT Broadband Package - Problems

[Leanne_T]

Hi @sonic3211 

I am really sorry to read you have cancelled the contract and are leaving us. 

Thank you for keeping us updated and if there is anything else we can help you with at anytime, please let us know. 

Leanne. 

[sonic3211]

We've cancelled our upgrade/new contract (within the cooling period) and have now received an email from BT (called Switching from BT) saying:

"As you're still within the minimum term of your contract, you'll have to pay any remaining contract charges. You'll need to pay £444.63 if you switch your services on the date shown above."

The date is 16/10/24 which is the date that we've arranged to switch to another broadband provider.

Why have we been sent this?!

All this is taking a serious toll on my mental health...

@Leanne_T @Peter_W @imjolly 

[Leanne_T]

Hi there @sonic3211 

I am sorry you have received this email and have sent you a private message to get some details. 

Leanne.

[ArtyVark]

@sonic3211 

You are not the only one having issues, a slight consolation but not good. I'm having similiar issues going from Fibre 2 to Fibre 500. I was told that a new white ONT box would be fitted as part of the installation.

(2 of us on this thread - I've been with BT for about 20 years)

https://community.bt.com/t5/Bills-Packages/BT-Cancelling-Orders/td-p/2405661

[sonic3211]

Hi @ArtyVark,

I feel your pain!

A couple of hours after I posted on Monday, we had a text message from OR to say "Your internet should all be on now and working" and indeed it was. I messaged back to ask what exactly had happened and they replied "Apparently, configuration issue between BT and us" and "It would have most probably been both in the background for OR and BT I am guessing, but shouldn't happen again".

When I had the phone call from executive complaints yesterday they explained that when we switched the wrong broadband package had been allocated to our address (or something similar). It was probably resolved by a simple flick of a switch for someone, somewhere. No engineer vist was ever going to achieve anything so all that was a complete waste of time!

I hope you manage to get your issue sorted soon. 🤞