Not sure how cancelling will help, as unless you can find a provider who does not use Openreach, the problem is still going to be there, as its Openreach that provide and maintain the network
You may also encounter quite a delay, before another provider can accept an order.
It would have been better to allow @DanielS, or another of the team, to resolve the issue.
Hi @djwinter I'm sorry that you got hung up on when you called to cancel. I've checked and Daniel will be in touch with you again on Wednesday when he is back in the office and he will help you with the cancellation.
I am sorry to hear that the engineer wasn't able to get it up and running for you. I read their notes and they said they needed to get a hoist out to your home to connect you. They also said mentioned that you told them about going elsewhere. The engineer is confident that they can get service working within your home but without the hoist appointment they can't do that. I am sorry that the first engineer who visited your home didn't arrange this.
I take it Virgin will be using their own cabling? To confirm, are you happy for me to close your BT account for you and cease all services? If yes, let me know and I'll arrange it. I'll also help tidy up any charges for your bill.
I'll arrange all of this for you @djwinter.
The services won't officially stop until the 09/01/2019. I'll check up on your account the day afterwards to make sure everything went ahead as planned. As far as you are concerned, everything is in hand with BT and it will be stopped. There won't be any cancellation charges either.