topic Re: Can't cancel an order haing been ill adivsed on swapping from BT to EE Broadband in Broadband & Landline

Can't cancel an order haing been ill adivsed on swapping from BT to EE Broadband

Bluebird100 — Fri, 13 Jun 2025 14:09:51 GMT

After help for my Elderly Mother :

My Mother in her 80's and a BT customer, was spoken to by Customer Services yesterday on the back of an enquiry about packages. She told the advisor that she wasnt ready to swap and needed time to think about the offer and speak with her Son (me). One very upset Mother rings and tells me she's had emails " confirming" her order and install Date .......

Looking at what she has been told she's ordered - it's just not what she was trying to acheive or thought she was talking about - she rang back straightaway after we'd spoken to cancel - to be told she can't ??? The order has to go through and she has to cancel after the switch??? - this cannot be correct. She has clearly been mis -sold a package ( Braodband /Phone / TV) that she doesnt want or need. She's really upset.

Very grateful if anyone could advise how to go about this ? It's really poor form, she just wants to cancel the order having been provided with something she doesnt want and expresslly told the Customer Service Agent in the intial call that she didnt want to order. Many thanks.

Re: Can't cancel an order haing been ill adivsed on swapping from BT to EE Broadband

Christopher_G — Fri, 13 Jun 2025 16:19:03 GMT

Hi @Bluebird100

I'm really sorry to hear of your Mother's experience with this. I've sent you a private message to try and get you both some help. Could you take a look at your community inbox and reply to my message please?

Thank you.
Chris

Re: Can't cancel an order haing been ill adivsed on swapping from BT to EE Broadband

Timbo45 — Sat, 14 Jun 2025 09:10:18 GMT

@Bluebird100

That's why after 50 years with BT I'm now with a different provider.

Re: Can't cancel an order haing been ill adivsed on swapping from BT to EE Broadband

LaNessia — Mon, 09 Feb 2026 10:12:43 GMT

Really hope you sorted it, that's dreadful. I really liked being with BT but am having a lot of issues since being with EE.