topic Re: Order cancelled randomly after working fine in My Order

Order cancelled randomly after working fine

russellwilks — Sat, 06 May 2023 17:24:39 GMT

We received an email saying:

"We're emailing you to let you know that your broadband order has been cancelled by your current service provider"

However we are not switching, we moved into an empty property that did not have a provider- Openreach came an installed a new line. It's been working for a couple of weeks...

To get this on a Saturday night after the phone lines have closed until Monday is pretty outrageous...

Any suggestions?

Re: Order cancelled randomly after working fine

Mustrum — Sat, 06 May 2023 19:08:47 GMT

The help lines have only just shut and will be open again in the morning, so not sure where you got the wait ;till Monday from.

Have you checked the tickets on your account for more information?

Re: Order cancelled randomly after working fine

russellwilks — Sat, 06 May 2023 19:07:02 GMT

Can't see anything on my account that is useful unfortunately.

Hmm every number I could find redirected to the same line that said it was open Mon- Fri and until 6 on Saturday...

Re: Order cancelled randomly after working fine

Mustrum — Sat, 06 May 2023 19:11:02 GMT

See my edit above.

Re: Order cancelled randomly after working fine

russellwilks — Sat, 06 May 2023 19:18:20 GMT

Cheers! That was the number we tried a few times, the automated voice on the line that it was open Monday - Friday, and then Saturdays until 6. Which was odd as everything I saw said 8 until 8...