This topic

Re: Account Manager

Cerin_Di_Pitty — Mon, 31 Jul 2023 18:20:12 GMT

Hi John, I have same problem, but because you solved with private message I'm unable to see the answer

Re: Account Manager

DanielS — Mon, 31 Jul 2023 18:45:16 GMT

Hi @Cerin_Di_Pitty,

Can you let me know what's happening exactly?

Are you trying to set up an Account Manager account for someone else's account?

Or, are you trying to set up an online account for your own account which is known as an Account Holder account?

Thank you

DanielS

Re: Account Manager

Cerin_Di_Pitty — Mon, 31 Jul 2023 19:41:12 GMT

Hi Daniel, I'm trying to set up Account Manager for my mother's account. She does not use email although I have set one up in her name. She does have a registered landline. When setting up the BTID the process just fails - the screen says: Confirm your identity We do not have your email address or mobile number in our records.

There is no active link or button to move the process on. It would be a big help if there was an option to 'call me on my landline.' Is there a preferred next step?

Re: Account Manager

NeilO — Tue, 01 Aug 2023 08:30:44 GMT

Hi, @Cerin_Di_Pitty Your Mum needs to have an email address or mobile number recorded against her BT account so she can approve your request to set yourself up as an account manager. Our helpdesks can only add the contact details after validation checks have been completed. This is a security requirement to ensure we protect our customer's data.

Thanks

Neil

Re: Account Manager

Cerin_Di_Pitty — Sat, 05 Aug 2023 10:18:48 GMT

Neil,

I get this as a statement of fact: "Your Mum needs to have an email address or mobile number recorded against her BT account so she can approve your request to set yourself up as an account manager."

But how is that to be achieved? She struggles with calling BT due to agents that talk too fast, make assumptions etc. Can she write to BT? I have tried writing a couple of times myself recently with no reply, if there is a unit she can write to that would be fine. Or is it possible to arrange for someone with empathy to call her on her landline?

Re: Account Manager

JohnC2 — Sat, 05 Aug 2023 11:18:43 GMT

Hi @Cerin_Di_Pitty, sorry you're having trouble getting set up as account manager.
Have you set your mum up with a BTID as the Account Holder?

Cheers

John

Re: Account Manager

Cerin_Di_Pitty — Sun, 06 Aug 2023 11:36:30 GMT

Hi Neil, that is the goal yes. We passed that point in the discussion now and the question is more specific.

Your latest question was: have you set your mum up with a BTID as the Account Holder?

No. Because she does not have an email or mobile associated with her account.

The latest question on this thread is about how to do that - if you could help with that more specific question that would be great thanks.

Re: Account Manager

DavidM — Sun, 06 Aug 2023 11:50:08 GMT

Hi @Cerin_Di_Pitty and thanks for the reply.

I'm sorry you're having so many problems setting this up. I'm sure we can help. I've sent you a private message so please respond with the details and we'll take it from there.

Cheers

David

Re: Account Manager

licquorice — Sun, 06 Aug 2023 14:41:11 GMT

@Cerin_Di_Pitty wrote:

Your latest question was: have you set your mum up with a BTID as the Account Holder?

No. Because she does not have an email or mobile associated with her account.

The latest question on this thread is about how to do that - if you could help with that more specific question that would be great thanks.

Just simply create a Gmail address and use that to create a BTID.

Re: Account Manager

DavidM — Sun, 06 Aug 2023 15:13:15 GMT

Hi @Cerin_Di_Pitty ,

I can see your message in our queue. Leave it with us for now and we'll be in touch soon.

Cheers

David