This topic

Unable to view Usage and Bills in My BT app

sndt83 — Thu, 19 Jan 2023 12:53:48 GMT

I am receiving an error message, when clicking on your bills or your usage button in My BT app:

"Sorry, your billing and usage isn't available at the moment."

"We're fixing a fault with My BT, so please try again later"

This has been like this since November. Was working before.

I can view these on a browser just not the App.
Have tried reinstalling the app and on a different device, result is still the same.

Could a redundant account be causing this?

As i have 2 account on my BT id.

Re: Unable to view Usage and Bills in My BT app

NeilO — Thu, 19 Jan 2023 14:47:58 GMT

Hi, @sndt83 welcome to the community and thanks for posting, I'm sorry you're experiencing issues viewing the usage and bills in the MyBT app. We can remove the old account number to see if that works but it might need a fault reported to the BT.com team if it's something else, we'll be happy to help either way.

I'll private message you in a moment so you can get in touch with your details.

Thanks

Neil

Re: Unable to view Usage and Bills in My BT app

JohnC2 — Sat, 21 Jan 2023 08:30:03 GMT

Hi @sndt83, thanks for speaking with me on Thursday. Have you tested your online account to see if it's working ok now?

Cheers

John

Re: Unable to view Usage and Bills in My BT app

JohnC2 — Sun, 22 Jan 2023 11:17:34 GMT

Hi @sndt83, I've not heard back from you so will take it the BTID is working ok for you now and will mark this solved.

If you need any further help with this let me know and I'll be happy to help.

Cheers

John

Re: Unable to view Usage and Bills in My BT app

sndt83 — Sun, 22 Jan 2023 11:24:45 GMT

Hi John,

Apologies for the delay, this has not worked.

Now i have no accounts listed against my BT ID.

Re: Unable to view Usage and Bills in My BT app

NeilO — Sun, 22 Jan 2023 11:25:46 GMT

@sndt83 I'm sorry about that, I'll let @JohnC2 know.

Neil

Re: Unable to view Usage and Bills in My BT app

JohnC2 — Sun, 22 Jan 2023 13:44:04 GMT

Hi @sndt83, thanks for getting back to me and sorry it's not working after removing the old account. I'll raise a fault to get this fixed and keep you updated.

Cheers

John

Re: Unable to view Usage and Bills in My BT app

JohnC2 — Mon, 23 Jan 2023 15:06:26 GMT

Hi @sndt83, the faults team found a record of the old account in a background system and have removed that now.

Please would you check and let me know if it's working ok now?

Cheers

John

Re: Unable to view Usage and Bills in My BT app

sndt83 — Tue, 24 Jan 2023 14:03:57 GMT

Hi John,

Unfortunately both accounts have been removed. So i have no access to my current one.

Re: Unable to view Usage and Bills in My BT app

JohnC2 — Wed, 25 Jan 2023 08:42:07 GMT

Hi @sndt83, the bt.com team has added the account for you now.

Please complete a password reset and check and let me know if the BTID is now working ok for you?

Cheers

John

Re: Unable to view Usage and Bills in My BT app

sndt83 — Wed, 25 Jan 2023 17:36:46 GMT

Thank you John,

All working now.