This topic

BT ID and Account not linked

33Briarwood — Fri, 11 Aug 2023 13:43:55 GMT

It says linked succsefully, wait 5 minutes and it goes back to no account linked message - help!

Re: BT ID and Account not linked

StuartH — Fri, 11 Aug 2023 14:00:44 GMT

Hi @33Briarwood

Thanks for posting and welcome to the Community.

Are you a new customer with us? Has the BT ID had an account in the past that could be causing an issue?

Thanks

Stuart

Re: BT ID and Account not linked

33Briarwood — Fri, 11 Aug 2023 14:02:30 GMT

Yes new customer and new ID so no previous link

Re: BT ID and Account not linked

StuartH — Fri, 11 Aug 2023 14:06:03 GMT

Hi @33Briarwood

Thanks for confirming, how long has your service been active or do you have an open order?

Thanks

Stuart

Re: BT ID and Account not linked

33Briarwood — Fri, 11 Aug 2023 15:03:34 GMT

TV activated today, equipment arrived last month - broadband activated today - not sure what you mean by an open order - it was now it is just a red exclamation mark

Re: BT ID and Account not linked

DanielS — Fri, 11 Aug 2023 19:55:36 GMT

Hi @33Briarwood,

Your order may not have fully completed off yet.

If it was due to complete today it should completely close off by midnight.

Can you let us know if you still have issues tomorrow, please?

Thank you

DanielS

Re: BT ID and Account not linked

33Briarwood — Sun, 13 Aug 2023 10:59:38 GMT

Tried again this morning and still no luck. Appears to accept it, wait 10 minutes and, refresh the page and then it says no accounts linked again

Re: BT ID and Account not linked

DanielS — Sun, 13 Aug 2023 12:24:36 GMT

I'm sorry that that's happening @33Briarwood.

We'll need to look into this for you and potentially contact our developers if we can't immediately help.

I'll send you a private message so you can reply back to me on. Your message will then go to all of the BT Moderators and one of us will pick it up when you reach the top of our queue.

Thank you

DanielS

Re: BT ID and Account not linked

33Briarwood — Mon, 14 Aug 2023 08:57:48 GMT

I cant reply to the message it keeps telling me there is invalid html in the message, its just a typed out message?

Re: BT ID and Account not linked

NeilO — Mon, 14 Aug 2023 11:07:32 GMT

@33Briarwood I'm really sorry about that, I've changed a setting to ignore html on your community profile. Can you try sending that again?

Thanks

Neil

Re: BT ID and Account not linked

33Briarwood — Mon, 14 Aug 2023 11:34:50 GMT

Still getting the same message

Please correct the highlighted errors and try again.Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and send the message when you are satisfied.

Re: BT ID and Account not linked

33Briarwood — Mon, 14 Aug 2023 11:43:34 GMT

Can you send me a new private message

Re: BT ID and Account not linked

DavidM — Tue, 10 Oct 2023 13:12:58 GMT

Thanks for sending over the details @33Briarwood .

I'm really sorry it took so long to get sorted but it turned out to be more complicated than the usual profile issues. I'm glad we got there in the end. Post back if you have any other issues and we'll be happy to help.

All the best

David