Order appears to be hanging

[glennbentley]

I have cancelled TNT Sport (app only sub). This was cancelled on 16/11/24 and is still sitting as an open order, therefore I can't place any new orders or modify BT mobile settings etc.  I rang 150 and didn't get the feeling that the CS advisor really knew what he was talking about as far as the order ceasing.  Does anyone know, is it the 30 days notice period that keeps the order sitting open, until the 30 days ceases? Or has the order simply stalled on the system?

[glennbentley]

Anyone have experience of this issue? @mods?

[Christopher_G]

Hi @glennbentley 

The cancellation usually goes through on the next billing date. I'm not sure why this would block other orders though. What kind of new order are you trying to put through?

Chris

[glennbentley]

I was looking at broadband upgrade offers, but it won't display them as 'an open order is in progress'. 

[Christopher_G]

OK, thanks @glennbentley 

When you spoke with the Customer Care team, did they say if they could put the order through for you?

Chris

[glennbentley]

@Christopher_G yes they did thanks. Just don't want an order lying open for up to 30 days. I'd prefer to do all account changes myself so I can see it in black and white.

[Christopher_G · Accepted solution]

Understood, @glennbentley 

We want you to be able to self serve too. Hopefully that cancellation clears soon, so that you can. In the mean time, if there's anything important that you need to do, our Customer Care team should be able to help.
Chris