"The system has cancelled your order"

GoldieHill — Thu, 07 May 2026 11:30:07 GMT

In April 2026 I placed an order with Quickline for full fibre broadband which was now available in the area. We were contacted by BT asking why we were considering moving. Our present BT contract was for Broadband plus the TV package (£24.99/month) and PAYG phone at £3.00. On top of this our Broadband was an exorbitant £63.99. The Quickline broadband was less than half but did not offer a TV package. BT/EE said we could stay with them and magically reduced the TV package by £5.00/month and the Broadband from £63.99 to £31.99. So we said, for ease and continuity we would cancel Quickline and stay with BT. I received an email from EE on 29th April confirming all this and telling me the new two year contract would commence on 5th May 2026. I presumed it was it was simply a case of reducing our direct debit. Since then we have received daily text messages asking us to cancel the "order" with Quickline - an order that was never put in place and was cancelled within the necessary 14 days, and Quickline had never asked BT for a one time code. On 6th May 2026 I received another email from EE confirming my order (but interestingly not mentioning the cost) and telling me the engineer would come on 21 May to fit my new box as my present one was old. TODAY I was asked to call EE again to confirm some contact details and learned that my order has now been CANCELLED (by the system, not an individual) and I have to call back tomorrow to replace the order! Meanwhile I have had to pay for another month at the old rate of £91.00 instead of my new rate of £55.00. HELP! This is a nightmare.

Re: "The system has cancelled your order"

Christopher_G — Thu, 07 May 2026 14:48:19 GMT

Hi @GoldieHill

Welcome to the community.

I'm really sorry to hear of your experience with this order. Hopefully, it all goes through OK when you call to re-order. The team will be able to discuss what happens with the bills and open a complaint on your account, if needed.

Please come back and let us know how to call goes tomorrow, and we'll do our best to advise the best way forward.

Chris

Re: "The system has cancelled your order"

GoldieHill — Thu, 07 May 2026 15:03:24 GMT

Thanks very much. I will not be holding my breath that it gets sorted!

topic "The system has cancelled your order" in Broadband & Landline

"The system has cancelled your order"

Re: "The system has cancelled your order"

Re: "The system has cancelled your order"