topic Re: Account closed for no reason in My Account/Billing

Account closed for no reason

nrm2 — Wed, 19 Nov 2025 14:42:02 GMT

So last Thursday our broadband ceased working. I finally managed to get through to someone to speak on Friday evening tobe told that our account had indeed been closed but not explain why. I renewed my contract on 2nd October and have email confirmation. Apparently it is not possible to reverse this and I've been talked into a new account, which will take two weeks to set up. My partner works remotely and so this, of course, is less than ideal. I've now received a message to say my order has been cancelled but they are trying to fix it. I have no idea what is going on and barring the fact I don't have the time to spend waiting on the phone I am tempted to cancel and go with a new provider. Has anyone else experienced this? The most frustrating thing was being told none of this was my fault - I know that!

Re: Account closed for no reason

Gandalf — Wed, 19 Nov 2025 15:15:53 GMT

Ugh, sorry to see what's happened here.

I've had a look and there was a stuck cease order from 2023 in the supplier systems, which completed last Thursday.

In theory, we can reactivate the service within 24 hours, but the supplier ordering system thinks the service is still active (when it's not), so we've raised an ORDI (OpenReach Data Integrity) to investigate further and fix.

Once it's fixed, I'll make sure we place the order to get you back online as soon as possible.

Re: Account closed for no reason

nrm2 — Sun, 23 Nov 2025 19:50:33 GMT

Anoush,
Thank you - I'm still not sure I understand what's happened! I've not had any updates yet - do you know what's going and whether OpenReach are able to sort it? Thanks. Nathan.

Re: Account closed for no reason

Gandalf — Mon, 24 Nov 2025 09:14:15 GMT

Hey Nathan, they should be able to sort once the ORDI's picked up - I've chased it now.

Our provisioning team are also monitoring this.

Re: Account closed for no reason

Gandalf — Mon, 24 Nov 2025 14:09:21 GMT

Openreach couldn't fix, so I've manually ceased the service in their systems and replaced the order. Essentially, it was ceased in BT Wholesale's system (in error), but not Openreach's which caused a discrepancy.

You've probably already seen as we've sent you an email/text, but it should be reactivated tomorrow.

Re: Account closed for no reason

Townman — Mon, 24 Nov 2025 14:15:28 GMT

@Gandalf

Were you able to inhibit billing killing off the account ... or is the user going to need a new account?

Did the old one have email? If yes, does that require intervention to resurrect?

Re: Account closed for no reason

Gandalf — Mon, 24 Nov 2025 14:19:25 GMT

@Townman wrote:

Were you able to inhibit billing killing off the account ... or is the user going to need a new account?

No, he already has a new account.

@Townman wrote:

Did the old one have email? If yes, does that require intervention to resurrect?

No.

Re: Account closed for no reason

Townman — Mon, 24 Nov 2025 14:21:24 GMT