topic Can’t cancel broadband due to “open order”??? in Broadband & Landline

Can’t cancel broadband due to “open order”???

Smernt — Sun, 19 Nov 2023 18:44:48 GMT

Ordered full fibre on 26th Oct, which was installed on 15th Nov, not happy with it, so called to cancel, but apparently can’t until 5th of Dec due to an “open order” that I have no idea what it is. The date I’m “allowed to cancel” also conveniently falls outside of the 14 day cooling off period…

regardless of what “open orders” are there we should still be able to cancel whenever we choose to. Apparently it’s something to do with an engineer or something, but an engineer has already been out, we don’t need anything else, just want to cancel.

Re: Can’t cancel broadband due to “open order”???

Mustrum — Sun, 19 Nov 2023 20:03:28 GMT

It is not a try before you buy service, I don't know of any company that would not hold you to a two year contract or charge early termination charges.

What is it that you did not like?

Have you never had broadband before?

Or is it something we can help you get fixed?

Re: Can’t cancel broadband due to “open order”???

XRaySpeX — Sun, 19 Nov 2023 20:11:09 GMT

There is a statutory 14-day cooling-off period from installation but the OP is being prevented from availing himself of it.

Re: Can’t cancel broadband due to “open order”???

Smernt — Sun, 19 Nov 2023 20:09:49 GMT

@XRaySpeX Is correct, and you @Mustrum should know that, as an ‘ace contributor, before being snarky.

Re: Can’t cancel broadband due to “open order”???

Mustrum — Sun, 19 Nov 2023 20:21:49 GMT

@Smernt I do know that, and was not being snarky, just factual. The 14 days for most ISP's starts from the day of order, EE are unusual with their T&C's, unless you ordered the service in a shop?

So as no one on here has account access you will need to raise a complaint and/or call Customer Services.

But it was a genuine question, is there anything we can help you with?