This topic

My BT

shawny1967 — Sat, 11 Feb 2023 16:54:54 GMT

For the past week, each time I log into My BT , I get the following message, thus unable to access by account. Cant' amend my packages, add email accounts, etc...

When is it going to be fixed.

Is this to stop customers from cancelling/amending their services prior to the the price increase ?

Sorry, we can’t get your account details at the moment...

We’re trying to fix the problem at the moment. Please come back later."

Re: My BT

shawny1967 — Sat, 11 Feb 2023 17:36:35 GMT

Spent half hour on live chat, was asked if I wanted to go from Halo 2 to Halo 3 for zero activation cost to gain faster broadband speed - I said No. (as speed achievable is same, so why would I for a price hike !) . Transfered to a 'technical assistant' only to be told to use https://my.bt.com/ and then Live chat 'crashes' - convienent !

Re: My BT

RobbieMac — Sun, 12 Feb 2023 09:49:05 GMT

Hi @shawny1967

Thanks for your posts and welcome back!

I am sorry for the message you're seeing when you log into your BTID. Are you any further since posting this or are you still seeing the same problem?

If you're still having issues post back as we can give you a hand from here.

Thanks,

Robbie

Re: My BT

shawny1967 — Sun, 12 Feb 2023 11:38:32 GMT

Yes, message still exists. Managed another chat session and still no further.

I cam view my bill, usage, email accounts but cannot enter My Products where I would be able to access security, re-enable/create email addresses, cancel or change existing services.

I queried with online chat the timescale that the problem would be resolved within and was told within 24/48 hours, as they say they have raises a support ticket - I cannot access this section of My BT to see the ticket.

Re: My BT

RobbieMac — Sun, 12 Feb 2023 11:49:55 GMT

@shawny1967 wrote:

Yes, message still exists. Managed another chat session and still no further.

I cam view my bill, usage, email accounts but cannot enter My Products where I would be able to access security, re-enable/create email addresses, cancel or change existing services.

I queried with online chat the timescale that the problem would be resolved within and was told within 24/48 hours, as they say they have raises a support ticket - I cannot access this section of My BT to see the ticket.

Hi @shawny1967

Thanks for posting back!

I am sorry for the time this has been ongoing. I am pleased to see my colleagues in the chat team have raised a support ticket. That's the same thing I'd do from here.. Keep us posted how this goes and if it's taking longer than it should, we'll pick up and manage from here.

Thanks,

Robbie

Re: My BT

RobbieMac — Tue, 14 Feb 2023 11:43:51 GMT

Hi @shawny1967

Will you let me know how you got on with the above please? Hoping everything is sorted for you at this stage. If you're still having issues, I'll let you know how you can come through to us and we'll help get you sorted from here.

Thanks,

Robbie

Re: My BT

shawny1967 — Tue, 14 Feb 2023 19:38:06 GMT

Still receiving the error message......

"Sorry, we can’t get your account details at the moment...

We’re trying to fix the problem at the moment. Please come back later."

Re: My BT

DavidM — Tue, 14 Feb 2023 19:43:32 GMT

Hi @shawny1967 and thanks for getting back.

Sorry this isn't sorted yet. We'll take it from here. Check your inbox for my message and drop me a reply with the details.

Cheers

David