Open Order from July 2023

[andyyam]

I took out fibre broadband in July 2023, all working fine but when I try and look at offers on MyBT it won't let me because order is still open, I have contacted BT 3 times over the last year and each time I get told it will be closed within the next hour but never is.

On the order the part at the bottom BT Wi-Fi app has a yellow circle with an exclamation mark in it, anyone have any ideas how to get this closed?

[imjolly]

Try billing 'message us' and they should be able to help. https://www.bt.com/help/contact-bt/account-and-billing/broadband

[andyyam]

Tried clicking on message now but nothing happens

[imjolly]

just tried it and works ok using pc and chrome and edge

[andyyam]

Got through on message us and was told once again order will be closed, still not happened, does anyone know if there is an email address for complaints?

[Peter_W]

Hey there @andyyam, I'm disappointed to hear that you've still not had an update on this. 

I'd definitely recommend getting back in touch with team so we can get this all checked out, but we do have a complaints code of practice which outlines how to escalate your complaint if you're unhappy with how this has been handled. 

You can find all the details you need to know about this here: Our complaints code of practice.

Peter