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Message 1 of 6

How to cancel Friends and Family Mobile

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Hello,

We've been trying for quite a while now to cancel the Friends and Family Mobile add-on, which is  pointless as our landline calling plan includes calls to mobiles.

However, it seems that the mere mortals in Customer Services cannot cancel it -- indeed one advisor said that they couldn't even see it on the account! After another couple of attempts, we were eventually referred on to a Specialist Team who took the drastic step of cancelling our current BB & Landline contract (started only a few days earlier as we'd just moved over from FFTC to FFTP) and setting up yet another new contract to begin on 5th December 2022.

This revised contract doesn't quite match the cancelled one but even more annoying is that Friends and Family Mobile still appears on our BT bills for December and now for January. All that bother for nothing ...

There must be some way of getting rid of this wretched add-on. Advice on possible next steps would be much appreciated, though I'd prefer not to have to make direct contact with Customer Services again in case they do something even more extreme!

TIA,

Pat

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Message 2 of 6

Re: How to cancel Friends and Family Mobile

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Wow that's an old legacy calling plan addon, it should of dropped off when you renewed and took the new calling plan, as you've tried a few times without success, I've asked a passing moderator to assist, they are BT employees.

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Message 3 of 6

Re: How to cancel Friends and Family Mobile

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Hi @pat88 and thanks for posting.

I'm sorry you're having problems getting the friends and family mobile removed. I'm sure I can help. I'll drop you over a private message now so you can get in touch.

Thanks @-Richie- for raising this.

Cheers

David

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Message 4 of 6

Re: How to cancel Friends and Family Mobile

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Many thanks for alerting the moderators. 

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Message 5 of 6

Re: How to cancel Friends and Family Mobile

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@pat88 Many thanks for speaking with me today, I'm glad I was able to help you get this resolved. 

Neil

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Message 6 of 6

Re: How to cancel Friends and Family Mobile

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@NeilO Thanks so much for your help. Pat