so that I can maintain focus and achieve my desired outcomes

tl;dr – Don’t confuse me (After Steve Krug)

• I don’t understand why I had to wait ten minutes from receiving an email to clicking on an activation link. If that is the case please put that in the email or better, delay the email for 10 minutes, or even better, fix whatever is causing the delay.
• I don’t understand why when I called to cancel a newly ordered service I was cut off and sent a text message with a link which when selected called in again.

One of the side issues from the non move last week was cancelling things.

When I made the order for broadband, I received an email from BT with a link to set up an account.

The next day I opened the email and clicked on the link but it had expired so I requested another activation email.

The activation email arrived and I clicked on the link. I got a message saying “Please allow at least 10 minutes from the time you receive your activation email before completing this step. This information is not included in the email.

I started working on something else, before I knew it an hour had gone by and the link had expired again. Waiting time is very difficult for ADHDers. We are likely to move onto something else and forget about the initial task as happened here. I was not desperate to set up a BT account and so I left it.

On Monday 31st March the move was called off and on Tuesday I decided to speak to BT to find out what I needed to do to stop the broadband being commissioned at the other address.

I went back to my email went around the same loop again and then repeated it but set an alarm on my apple watch for ten minutes. When the alarm went off I activated the ID and logged in.

I was not able to cancel the service through the online account and needed to call them. I called the number and followed the prompts. A text message was sent to my phone and I was cut off. When I opened the SMS I clicked on a link and it rang back into BT! I was put through to someone who said they would be my guide. They were helpful and cancelled the service.

I still don’t understand the 10 minute wait or cutting me off and sending an SMS for me to call in again.

When I cancelled the new service at the new address I had an option, keep our existing service or swap to BT for £10 less. I stuck with the existing organisation because I have not experienced anything which has given me pause like this from them.

Do better BT