Broadband upgrade gone wrong

[MasterCT]

I ordered a broadband upgrade on 12th Jan…got an email to confirm the order has been placed with the order number and the order details etc.…I was expecting the order to be fulfilled and completed and I would have my new broadband upgraded on 14th Jan or thereafter, so I thought. I checked my order via order tracking this evening and it turns out my original upgrade order was cancelled but I never did, and I never got any notification emails or text messages for the cancellation. It looks like system automatically cancelled my upgrade order and then created another blank one and then auto completed that too and meanwhile no notifications whatsoever while all of this was happening…what on earth is going on?

[Michael_D · Accepted solution]

Hi @MasterCT 

Welcome to the community.

I can understand your frustration at the order being cancelled without your knowledge.

We don't have access to your account or order details here to see what has happened, but if you give our customer service guides a call, they can look into this for you, and help to get the order placed correctly.

Michael