Canceling a upgrade

Jim0712 — Tue, 20 May 2025 19:04:18 GMT

I upgraded my account last night about 7pm by mistake I have been trying to cancel but I am getting nowhere I went on chat and was getting sent to one department after another eventually after over 2 hours trying to get it sorted I was told to try again today still no joy that is day 1 past off the cooling off period any help would be appreciated thanks

Re: Canceling a upgrade

JonathanB — Thu, 22 May 2025 13:44:08 GMT

Hi @Jim0712,

Sorry to hear that you've upgraded unintentionally. The window to stop the order is quite short, but you should be covered by a return period of 14 days for phone/SIM plans, and 30 days for Broadband.

Most likely the team just needed to wait till the order has processed on the system. If it's a SIM plan then reversing this is relatively straightforward, and if there's any device involved you'll just need to work with us on safely returning it.

Did you manage to speak to the team again in the meantime? If not please get in touch now that a couple of days has passed. If there still seems to be any difficulties, please let me know.

Thanks,
Jonathan

topic Re: Canceling a upgrade in Account and services

Canceling a upgrade

Re: Canceling a upgrade