This topic

Unable to make changes to mobile account

mr_welch — Wed, 20 Nov 2024 16:37:51 GMT

when I log into My BT I am not able to make any changes to mine or my other family SIM cards. settings are locked and says:

We're just updating your account

If you want to make any changes, please wait 30 minutes and try again.

It's been like this for months.

I have tried contacting BT's customer support twice but they have no idea what the problem is so not sure where to turn next !

any ideas?

Re: Unable to make changes to mobile account

Michael_D — Thu, 21 Nov 2024 09:05:50 GMT

Hi @mr_welch

Welcome to the community.

I understand your frustration at not being able to manage your account as expected.

Do you find the same thing happens on both the My BT app and the website?

When you have spoken with our customer support guides, have they opened a fault ticket?

Michael

Re: Unable to make changes to mobile account

mr_welch — Fri, 22 Nov 2024 11:44:59 GMT

I am unable to change settings like adjust monthly spend cap, travel pass, etc. I have 4 SIMs on the account, two of them I can update OK, but the other two are stuck "We're just updating your account. If you want to make any changes, please wait 30 minutes and try again."

I do have the app and I can track usage, billing, etc, but for changing settings the app just redirect me to the my.bt.com website and it says exactly the same thing about waiting 30 minutes and trying again, so is no difference in browser or on mobile app.

I can't remember if a fault ticket was ever opened, but it has been raised with BT support twice in the past but they said they would look into it but it has never been resolved, and any changes I needed they did for me. they suggested resetting my password so they could log in as me to see for themselves but no-one got back to me.

Re: Unable to make changes to mobile account

Rach_H — Fri, 22 Nov 2024 16:15:56 GMT

Thanks for filling me in on what has been happening @mr_welch.

I'd recommend reaching back out to the team, and they will be able to look into why this is happening, and ensure that a ticket is raised so the team can work to fix this for you.

Rach

Re: Unable to make changes to mobile account

mr_welch — Fri, 27 Dec 2024 13:24:10 GMT

Hi Rach

I contact the BT Mobile support team on 30th November, was provided with a 'Bridge Case' number.

after 3 weeks heard nothing so called again on 20th December, the gentlemen I spoke to said that the case had been closed, no explanation why and I said I am still unable to make changes to settings on my BT mobile account. he offered to make them for me, said OK but ideally I want the underlying issue resolved so I can change these myself. all he explained was that everything is moving over to EE in the New Year and that should fix things anyway. he said he'd made the changes I requested and should show up in a few hours, but a week later when I log in nothing has changed and the settings are still the same.

I am at a loss here, unbelievable a company as big as BT can't sort something which should be a simple fix. any it's not good enough that a move to EE 'should' fix it ? this needs sorting, simply not good enough and I am still paying a monthly fee for this !!

Re: Unable to make changes to mobile account

Colin_London — Fri, 27 Dec 2024 16:28:05 GMT

As with the problem with Halo double data I fear the move to EE is only making things worse.

Re: Unable to make changes to mobile account

Ali_A — Sat, 28 Dec 2024 08:02:27 GMT

@mr_welch I'd recommend getting back in touch with Customer Care team so they can reopen the bridge case for you and follow it through.

They'll also be bale to let you know what reason it shows on the case why it had been closed.

Ali