Appreciate you're trying to help so not bashing you.
I think half the problem is that the live chat agents have no idea what to do with this. After losing 30 minutes of my life to chat, most of which was waiting for the PIN, I was told my subscription has been cancelled. I know it was cancelled in April but the agent didn't seem to understand what I was explaining. I was passed to the tech support team who aren't able help as it's a billing issue so told me, at the 45 minute point, to call the 0330 number at my own cost and a minimum additional 20 minute wait!
This seems to be an ongoing saga with XBGPU packages and BT/EE, possibly it happens with other providers but I don't know. For BT/EE it seems like there's a dedicated team for this, based in Newcastle. I'm not sure why they can't be pro-actively be taking steps based on deals ending and being cancelled. This would really benefit the PR side of BT/EE in these cases so we don't all need to resort to coming to the community forums in the hope a mod here can get it fixed for us. I'm just glad I had some time on my sub originally so I have buffer time to get it sorted.
