This topic

Wrong Mobile model shown on My BT

IanLoughlin — Tue, 27 Aug 2024 14:12:00 GMT

I was recently browsing around My BT / Mobile / Your Products / Phone & SIM, and I noticed that my old mobile phone (A515) was listed with an old SIM number. I updated to a new A536B/DS last August 2023 which I bought from Amazon. I did get a new SIM card from BT (I have a SIM only contract).

How can I get my product details updated and corrected in My BT? I am concerned that I am not receiving my full service entitlement and/or billing information if my product details are incorrect.

Re: Wrong Mobile model shown on My BT

Leanne_T — Wed, 28 Aug 2024 08:17:51 GMT

Hi @IanLoughlin

Thanks for coming to the community.

Does your account show the correct plan and services for the SIM plan?

The device model should not affect any of your account services.

Speak soon.

Leanne.

Re: Wrong Mobile model shown on My BT

IanLoughlin — Wed, 28 Aug 2024 08:58:45 GMT

Hi Leanne, I'm not sure if I have an issue or not. If I go to mobile/Your Plans it shows the correct contract type, ie 5G SIM only plan.

If I scroll to Settings my IMEI number is only 14 digits, it seems to have dropped the last digit. And for Device it shows 'currently unavailable'.

I was hoping that BT would have some utility that could scan my phone to interrogate the details and update the records on My BT. However it does all seem to be working OK.

Probably if I had bought the phone from BT instead of Amazon these details wold have been captured.

Re: Wrong Mobile model shown on My BT

Leanne_T — Wed, 28 Aug 2024 11:21:51 GMT

Hi @IanLoughlin

Thanks for coming back to me.

If you call us the team will get this looked into for you and see if the account can be refreshed to show the correct device details.

Leanne 🙂

Re: Wrong Mobile model shown on My BT

barnpiece — Wed, 28 Aug 2024 14:29:56 GMT

I have the same 'problem' as Ian. My mobile details shown Unknow device and is missing the last digit of the IMEI.

Richard

Re: Wrong Mobile model shown on My BT

Leanne_T — Wed, 28 Aug 2024 15:28:03 GMT

Hi @barnpiece

Thanks for coming back to the community.

Did you purchase the device from us or another company?

Leanne 🙂

Re: Wrong Mobile model shown on My BT

IanLoughlin — Wed, 28 Aug 2024 15:29:57 GMT

I bought the phone from Amazon, and the SIM from BT.

Re: Wrong Mobile model shown on My BT

barnpiece — Wed, 28 Aug 2024 15:32:05 GMT

I purchased it separately. My previous mobile was from BT and the details were then correct.

It did change the IMEI automatically to the new one minus the last digit! There must be something wrong with your procedure which copies the IMEI from the Mobile system to the online account.

Richard

Re: Wrong Mobile model shown on My BT

IanLoughlin — Wed, 28 Aug 2024 15:33:16 GMT

Whoops that Q was not for me.

Sorry....

Re: Wrong Mobile model shown on My BT

Leanne_T — Wed, 28 Aug 2024 15:33:40 GMT

Thanks @IanLoughlin @barnpiece

Please give us a call and the team will certainly see if this can be updated for you 🙂

Leanne.

Re: Wrong Mobile model shown on My BT

barnpiece — Wed, 28 Aug 2024 16:06:41 GMT

I'm not sure it's worth the hassle of going through the menus (none of which cover this) and then hanging on the line with that awful music just to get someone who hasn't a clue what you are trying to get sorted.

It is obviously a problem with your systems. If no-one is bothering to fix it then I think I'll just shrug and wait until we get moved over to EE mobile. 🙂

Richard

Re: Wrong Mobile model shown on My BT

Leanne_T — Thu, 29 Aug 2024 08:55:12 GMT

Hi @barnpiece

This should not affect any of your services or plan details.

If you would like to see if this can be updated you would need to get in touch with the team who will be happy to help 🙂

Leanne.