topic Re: Broadband order keeps getting cancelled - twice now, please help in Broadband & Landline

Broadband order keeps getting cancelled - twice now, please help

Jenniferstephen — Mon, 02 Sep 2024 20:22:43 GMT

We have been on BT broadband for 5 years. Our contract is up so we spoke with BT on the phone and upgraded to fibre 500 at £34.99/month, the work was completed outside the house, but never inside and the order was cancelled for no reason.

I called BT and this time was upgraded to fibre but on an EE contract. EE apologised for the random cancellation, they said they couldn't put the same deal through so they offered £42.99 a month and to put a credit on the account to make up the difference in price. Exact same thing has just happened - engineer came to complete outside work (which of course has already been done), date set for inside installation (today) but instead the order has been cancelled. As part of an incentive to keep going with BT/EE I was offered an EE mobile SIM at £13 a month, with 2 months credit on the account, but no credit has gone onto the account.

So now I have a miss-sold SIM and no fibre broadband.

Please help in a timely manner or I will be cancelling the whole order.

Also posted in the BT forum.

Re: Broadband order keeps getting cancelled - twice now, please help

Chris_B — Mon, 02 Sep 2024 20:32:18 GMT

@Jenniferstephen You need to.call customer services about this. This public forum can not help with installation issues.

Re: Broadband order keeps getting cancelled - twice now, please help

AndyInverness — Mon, 21 Oct 2024 14:22:58 GMT

I just ordered broadband yesterday and they cancelled my order?? No explanation and 45 minute wait on their phone line 😡

Re: Broadband order keeps getting cancelled - twice now, please help

Mustrum — Mon, 21 Oct 2024 15:07:14 GMT

@AndyInverness is the service you ordered available or will it be a totally new service?

Have you, or anyone else recently cancelled broadband at the property?

Re: Broadband order keeps getting cancelled - twice now, please help

Kernow_boy — Mon, 30 Dec 2024 17:18:33 GMT

I've just had it happen for the second time on a full fibre order. Firstly BT 'won' me back with a special offer which was cancelled without my knowledge. When I complained they put me in touch with an EE guide who offered me a better deal as an apology. That was 12th December 24. When I rang to check progress of my order today, I was told it had been cancelled by the suppliers and they couldn't offer any other explanation. Rightly or wrongly and after they offered to standby the deal offered on the 12th, I have accepted partly because my current contract with BT ends on the 3rd January. From what I have found reading different forums, this seems to be a problem with BT/EE systems rather than installation problems. If this order gets cancelled then I will be going with a different supplier!

Re: Broadband order keeps getting cancelled - twice now, please help

Elljay1 — Mon, 06 Jan 2025 14:47:48 GMT

Did you ever get a resolution to this? Ours has been cancelled for a 2nd time, exact same situation as you 2nd time the outside work has been completed then cancelled again. They’ve put the Oder through a 3rd time today, but just wondering if you ever actually got connected?

Re: Broadband order keeps getting cancelled - twice now, please help

Kernow_boy — Tue, 07 Jan 2025 08:08:47 GMT

Not fully. We re-ordered last Monday for the third time and received a text on Friday to say they would be able to give me an activation date within 3 working days. Yesterday (Monday) I received another text to say they would be able to give me an activation date within 8 working days! App is giving me no information at all so not confident is how I am feeling plus the delays mean I am now paying double on the current BT broadband because my contract has lapsed. By the way, when I placed the third order I kicked off because the previous orders were at much better rates eg 500 essential at £32pm so they have given me a £216 credit to my account to off set the higher price now. Good luck with yours!

Re: Broadband order keeps getting cancelled - twice now, please help

Kernow_boy — Tue, 14 Jan 2025 08:14:10 GMT

Surprise surprise, my order has been cancelled again for the fourth time! I received a text Friday 19th to say the new hub had been sent so I was hopeful it was going to happen this time but I became suspicious when yesterday, I received a text to say 'remember to cancel the other phone company's transfer order'. I rang the number provided which was answered BT and asked to check progress, only to be told my order had been cancelled. No explanation could be given and nor could they find any reference to the £216 credit I had been promised. I have however been offered 500 essential at £34.99 a month but only after they checked because they tell me, 'the price varies in different parts of the country dependent on geography, services and other factors.' I can't believe I have allowed them to place another order because between BT and EE, they are a complete and utter shambles! I feel a letter of complaint to the CEO coming on.

Re: Broadband order keeps getting cancelled - twice now, please help

Jenniferstephen — Tue, 21 Jan 2025 16:40:24 GMT

Hi,

I'm the original poster. Placed our order back in September and still not sorted I'm afraid. Order cancelled 4 times, we were then moved over to the new fibre 500 contract but without the fibre cable being installed. So we are on the old speeds paying the new price for the non existent fibre 500 (except we were given a credit on the account like you mentioned for change in contract price). Last time I spoke to someone he told me we were lost between systems. Please keep me updated if you get anywhere!

Re: Broadband order keeps getting cancelled - twice now, please help

Elljay1 — Tue, 21 Jan 2025 16:50:20 GMT

Hiya, we are still on cancel number 3 apparently open reach aren’t communicating with EE and stuck between system, so seems like it is their ‘go to’ narrative. We have a call scheduled for Friday with EE for an update, we are now out of our Virgin contract so it’s doubled our current internet bill that was meant to end in November when this plan was due to start. Fully expecting cancel number 4 to happen on Friday…

Re: Broadband order keeps getting cancelled - twice now, please help

Jenniferstephen — Tue, 21 Jan 2025 17:31:53 GMT

I had some success getting 2 lots of £50 compensation added to the account, so you might want to try that.

Virgin 500 is only £33 a month, and given that we've been waiting 5 months (!!) and it's not been fixed I'd renew my contract with Virgin if I was in your shoes.

EE are telling us that Outreach and their own systems are showing that our inside work has been completed despite us not having a box or equipment. When the credit runs out on our account we'll cancel the BT contract.

Re: Broadband order keeps getting cancelled - twice now, please help

Kernow_boy — Tue, 21 Jan 2025 19:06:38 GMT

We've just had order number 4 cancelled again without notice! I'm now facing a third double Internet bill as I'm out of contract. Only today and for the first time, EE/ BT blamed it on Openreach so immediately I went to ring Openreach but guess what..........they don't have a customer support telephone number!!! I emailed a complaint to BT 10 days ago but not yet received a response so having declined an offer to place a fifth order, my next step is to email the CEO of BT demanding compensation for the additional costs I am paying each month, and then sign up with Sky who I should have gone with in the first place! Going luck everybody!

Re: Broadband order keeps getting cancelled - twice now, please help

Elljay1 — Tue, 21 Jan 2025 19:20:19 GMT

Reckon ours will be the same, Virgin just isn’t performing well in our area, but I guess not performing and being on and off is better than the alternative… nothing. Our hunch is that the super fast fibre broadband is being offered before the infrastructure is actually in place to support it. May be a way off assumption but with your name, I’m wondering if you’re Cornwall based, we are Devon, but right on the Devon/Cornwall boarder and genuinely think this may be the reason for us not being connected.

Re: Broadband order keeps getting cancelled - twice now, please help

Kernow_boy — Tue, 21 Jan 2025 19:33:42 GMT

What makes this whole sad fiasco even worse is that my neighbours here on the estate have had there full fibre connected without issue! I am in Cornwall and was assured by Openreach when they were digging up out road for the new cables that everything was in place and ready. My view is that the whole order system is so automated that no human being can pick up a problem to deal with it! Such a simple procedure of upgrading with the same provider has become an absolute nightmare! Good luck with your journey!