This topic

Changing legacy BT Mobile to new deals

Colin_London — Tue, 04 Aug 2026 20:42:49 GMT

When I select upgrade from my BT mobile account online it just reports back that there are no new deals available to me. But going in through the main website reports a new 10GB for £10 deal for BT customers which would suit my wife and myself. Just that I have to order it as a new (additional) service.

If I buy two new SIMs is it then possible to use PAC codes from the existing BT mobile SIMs to the new BT Mobile SIMs to get around this problem with the website not offering new deals?

My old BT Mobile Family SIMs are years out of contract.

Re: Changing legacy BT Mobile to new deals

FLC — Wed, 05 Aug 2026 05:08:00 GMT

You can't use PAC to transfer numbers within the same provider. You would have to buy PAYG SIMS from another network, transfer out & then transfer back to the new SIMS.

Have you tried calling? What you want should be possible but you'll likely get the hard sell to move to EE. That may or may not work for you. You could also look at EE directly, as you should be able to use PAC between BT & EE.

Although if you use a comparison site, you could easily better that £10 deal with another provider. Message me if you want more info.

Re: Changing legacy BT Mobile to new deals

Colin_London — Wed, 05 Aug 2026 21:16:54 GMT

I'll have to run the gauntlet on the phone I guess.

I have tried to 'manage my SIMs' via the Family SIM account management tab to 'move a SIM to it's own plan'. But I just get:

I expect that they aren't in fact launching something new and its just a website error because they are not allowing the option for you to change out of a legacy plan at all 😠

Re: Changing legacy BT Mobile to new deals

Colin_London — Wed, 05 Aug 2026 21:31:39 GMT

Actually getting someone to 'fix the website' to allow me to assign a new plan to a Family SIM might be the answer to this. But there are no options to report problems with their website, only your own services 😒

Broken Website Links for Account management

Colin_London — Wed, 05 Aug 2026 21:41:04 GMT

@Katie_J How do I report a problem with the BT website?

In My Account Mobile Overview page if I select 'Account Summary', then 'Manage your SIMs' and then 'Move this SIM to its own plan' against one of the SIM numbers I just get sent to a permanent error message.

Can this website problem be fixed so that I can select one of the new currently available BT Mobile Plans for each of my SIM cards? I assume you would want to get people off legacy SIM deals where possible but this error isn't helping!

Re: Changing legacy BT Mobile to new deals

Katie_J — Thu, 06 Aug 2026 07:39:25 GMT

Hi @Colin_London.

Thanks for coming here and flagging this with us.

How long have you been seeing this message for?

Speak soon,

Katie

Re: Changing legacy BT Mobile to new deals

Kimberlin — Thu, 06 Aug 2026 08:11:48 GMT

@Colin_London 10Gb for £10 is not a good deal, though of course that very much depends on what YOU think is a good deal. I've just renewed on a 10Gb 30 day SIM only contract for £2.04 a month for 8 months (not BT). At the end of the eight months, I swap to another provider. Minimal effort involved really and no loss of service.

Re: Changing legacy BT Mobile to new deals

garybs29 — Thu, 06 Aug 2026 09:15:26 GMT

@Kimberlin I'd be intetested in a direct compariosm on customer service & everything though. These heavily price focused mvno's sell on price only & other things are usually different too, ie cheap for a reason

Re: Changing legacy BT Mobile to new deals

Kimberlin — Thu, 06 Aug 2026 09:34:17 GMT

@garybs29 I've been using MVNO's successfully for a number of years, I've never had a problem with customer service with any of the providers I've used in the last 5 years. Mostly, because like some for whatever reasons involved, I have no need to contact customer services.

MVNO's as you are obviously aware, offer a stripped back service. My needs are simple, two lines, one for personal, one for business, one on eSim, one a physical SIM. I travel globally frequently, I just don't have any problems. It does seem though that after reading a particular thread on this forum recently, that some customers do seemingly suffer issues with BT Mobile in some countries. Whether that is just unfortunate, I don't know. But then problems won't be exclusive to just BT Mobile.

My point is, I pay very little annually for a maximum of 10Gb a month of data on one SIM and even less for 3Gb of data on the other. Most of my communication is via WhatsApp anyway. I read recently, that the vast majority of mobile phone users rarely use more than 3Gb of data each month. Clearly, if you're a data hungry individual on the various popular social media sites, I guess you would be steaming through data like there's no tomorrow.

I get it, this is a BT forum, there are customers here who are completely sold to BT and that is entirely their choice. I was merely pointing out that there are alternative choices. It doesn't take 5 minutes to look online to find deals. Indeed both of the MVNO's that I use, one uses the EE network and offers 5G with zero issues and which I've used with free EU roaming 3 times already this year.

Re: Changing legacy BT Mobile to new deals

garybs29 — Thu, 06 Aug 2026 09:39:35 GMT

Yes this is a BT forum yer 9/10 times it seems advice is "not BT". I've had experience with a MVNO too who had iasues with OTP from 5 digit numbers, ultimately after frustrating customer service it turned out they didn't suppirt them hence my context

Re: Changing legacy BT Mobile to new deals

Kimberlin — Thu, 06 Aug 2026 09:48:30 GMT

@garybs29 I know exactly what you mean about apparent problems receiving OTP’s. I use Spusu (MVNO on EE) which when they first launched here in the UK, there were apparently some issues. I joined them when they launched here and personally, I’ve never had any issues whatsoever receiving OTP’s. It’s strange isn’t it how some mobile customers complain that they have issues frequently and yet many have a trouble free experience. But then you do have customers who are literally hanging on to the oldest mobile tech just about capable of working with mobile Apps etc, or those that simply never bother to update the OS on their devices.

Re: Changing legacy BT Mobile to new deals

Colin_London — Thu, 06 Aug 2026 11:21:11 GMT

Hi @Colin_London.
Thanks for coming here and flagging this with us.
How long have you been seeing this message for?
Speak soon,
Katie

Hi @Katie_J

Tried several times yesterday and also still not working today. I have found other links relating the Family SIM which are also not working.

Family SIM may no longer be available to new customers but current customers are effectively trapped on it because the website does not offer a way out.

Re: Changing legacy BT Mobile to new deals

garybs29 — Thu, 06 Aug 2026 13:08:17 GMT

@Colin_London Hardly trapped on it, I'm sure a call to BT would help

Re: Changing legacy BT Mobile to new deals

Colin_London — Thu, 06 Aug 2026 18:21:38 GMT

@Colin_London Hardly trapped on it, I'm sure a call to BT would help

I’m reporting a website problem that needs fixing. Not seeking a workaround.

Re: Changing legacy BT Mobile to new deals

garybs29 — Thu, 06 Aug 2026 18:27:05 GMT

You're reporting an issue & expecting it to be fixed in a longer time than a call to cs would take on a legacy product that is no longer available to order, maybe it's just me but a call is obviously the way to go