How to cancel broadband order?

Hi all!
Maybe someone could tell me how to cancel broadband order with Zen? I called customer service and was told it is impossible to do it via phone and I have to send a letter. I think it is unfair that you can make the order online or by the phone but you cannot cancel it those ways. What if the letter will not be received before activation date? What if it will be lost somewhere or something? I don't trust Biritish Post Office, I would like to do it online or by the phone. It's the fastest and easiest way. Why it is not possible?

Hello,

Cancelling an existing order or a new supply order? I'd be suprised if you had to send a letter?!?!

It is migration order actually. Activation date is 16th of january, so not so much time left, and weekend... I thought it will be as easy as making one phone call... but no, the man I talk to told me that it is not possible to cancel my order via phone and sent me address to which I have to send a letter to get my migration cancelled before my migration date... I think this is sad...

How many days ago did you place the order? The problem can sometimes be that it is already being actioned by BT wholesale and there is no way to stop it (stupid systems that are not linked to each other). If your migration date is 16 then I think they might just make it. Remember working days and therefore Zen don't have the rest of the weekend they can do anything about (unless BT work Sat?) and by Monday it will be 15 and leaves only one day to cancel it.

I'm not sure why they have asked you to send a letter because I agree that would be unfair.

edit: replaced . with ?

Edited by rsharma (Fri 12-Jan-07 19:02:38)

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I'm not sure why they have asked you to send a letter because I agree that would be unfair.

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I'm guessing it may be because it is a migration and that it may already be too late in the process to successfully cancel, so written confirmation may be necessary to enable Zen to go to BT to get the migration reversed?

However in such circumstances I would have thought a fax would suffice.

Only other comment is that it's a tad late in the day for someone to change their mind about migrating!

I placed the order 8th Jan and from their emails I figured that BT is now at my case, but there is something in T&C stating that I can cancel my order for free anytime before I will in fact go online with Zen. I tphoned them as quickly as I could when I found out my private situation and they should do it. That's my opinion. I'm not active with them and I should be able to cancel my order. Agh! I want out! (sorry, I'm too nervous right now, I thought my ISP battles are over, but it seems to be only beggining)

Well, late or not, you should be able to cancel migration even one day before your activation date... that's my opinion.
Nobody know what future can get. There can be many things which can make you change your mind. And there are no timelines when I can cancel migration order in T&C's... there is only this:

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6.1 You may end the Agreement at any time before the Service is activated and available for you to use

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You can find it here: http://www.zen.co.uk/policies.aspx?page=137

Oh, and there is also this (only thing about orders processed already by BT):

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(a) if you are a Business User, a cancellation charge of &pound 50 plus VAT applies for orders which have been processed and sent to BT

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but I'm not a Bussiness User, just Home User so there should be no charge for me, and still cancellation should be done.

Edited by witchwq (Fri 12-Jan-07 19:03:16)

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Well, late or not, you should be able to cancel migration even one day before your activation date... that's my opinion.

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I'm not disputing that, but you have to appreciate that the activation date is the latest date by which your service should be operational and so the closer to the activation date the less likely it will be that the migration can be successfully cancelled. This is simply because of the nature of the work involved; it's not as easy as Zen phoning the guy down your local exchange and saying "he/she has changed their mind".

Notice as well that the T&Cs say at any time before the Service is activated and not at any time before the activation date. So if your service has been activated, I would guess you're too late.

You still have the right to cancel as you say, all I was commenting on was the fact that you may now have to accept a period where you have no service as Zen attempt to get BT to reverse the migration work. I expect that Zen want your cancellation in writing because somewhere along the line BT will probably charge them for unnecessary work.

Was the first contact to cancel today and if so what time?

I think you are in the right here. There is no reason why you would need to send a letter to them and why they could not action it. I would call them again tomorrow and make sure it is cancelled. I would send them an email withdrawing your authority and send them a letter just in case.

You must, however, understand that some things are out of their control. When you give your MAC key the new ISP places an order with BT. Giving the MAC shows your permission and agreement to move and once the order is placed Zen might not be able to get in touch with BT in time to stop it going ahead. The problem I have from reading your post is that Zen not only didn't try and stop the migration when you called them today but told you to put it into writing (are you sure they said letter and not in writing?). If they are demanding a letter that would be very unfair in my opinion.

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Notice as well that the T&Cs say at any time before the Service is activated and not at any time before the activation date.

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Good point and accurate.

Can you tell us if your service has been activated by Zen or has your old ISP connection stopped working?

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I expect that Zen want your cancellation in writing because somewhere along the line BT will probably charge them for unnecessary work.

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There can be no costs unless work has been done to the line. If Zen have incurred a charge but line has not been physically migrated then they will have to bear the costs as per the t&c.

Edited by rsharma (Fri 12-Jan-07 19:11:15)