TNT sport cancelled early (shambles)

[Trentend]

Paid my £20 subscription yesterday as an existing broadband customer, activated the account on the bt app, created an account on the discovery plus site and happy to see sport when logged in.  Shortly after called BT to cancel the subscription (I just need 1 month to watch the cricket!) and told this would be done in early January and I’d be good to watch until then only charged the £20 plus pro rate one extra day. Logged in later today to the discovery plus app but couldn’t get in to view sport without paying for another subscription! After an hour being passed around on the helpline told my cancellation had been processed already and I’d receive a refund upon my bill (pro rate just charged one day). And the only way to get access today to watch sport is to create another account/subscription. Is this correct?

[Hunter2660]

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@Trentendwrote:

Paid my £20 subscription yesterday as an existing broadband customer, activated the account on the bt app, created an account on the discovery plus site and happy to see sport when logged in.  Shortly after called BT to cancel the subscription (I just need 1 month to watch the cricket!) and told this would be done in early January and I’d be good to watch until then only charged the £20 plus pro rate one extra day. Logged in later today to the discovery plus app but couldn’t get in to view sport without paying for another subscription! After an hour being passed around on the helpline told my cancellation had been processed already and I’d receive a refund upon my bill (pro rate just charged one day). And the only way to get access today to watch sport is to create another account/subscription. Is this correct?

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No this is not correct, but has happened to me as well. Why BT do this I don't know. Poor customer service.

[Trentend]

Thanks. “Not correct” as in they shouldn’t have cancelled my subscription but I do now need to create another or I’ve been misinformed and I should still be to access?

[ozsat]

I've had this on VirginMedia too - cut-off within days but still charged to the end of the period.

[Hunter2660]

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@Trentendwrote:

Thanks. “Not correct” as in they shouldn’t have cancelled my subscription but I do now need to create another or I’ve been misinformed and I should still be to access?

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You should still have access until the month is up. Bonkers really as you have to give a months notice to cancel anyway. The only good thing is you will be refunded the money, minus the day you used next month.

(I'm now with Sky Stream and you can subscribe, cancel next day, and receive the full month without issue)

[zulu17]

Hi @Trentend 

Unfortunately these days BT/EE customer service seem to have no processes in place to correct these sort of errors without the affected customer being required  do to most of the legwork themselves.  Not how it should be.  Normally the credit back for the days unused is applied automatically.

Whether this is human  or AI error in setting the cease date for the TNT Sport  product or an error with the process/teams performing the cease  is unclear.   

If they have already cancelled it then a  new order is likely the quickest way of you getting the service again. Of course that then creates the dilemma as to when to cancel.

@James-B  perhaps feedback the experience here to the relevant team.