This topic

Unable to access account details

colin_shorts_elma — Tue, 15 Aug 2023 16:51:18 GMT

Just wondering if someone could take a look at my account as I'm still unable to access the account details after the PoA stuff has been sorted. Ref: https://community.bt.com/t5/Home-phone-including-Digital/Account-ownership-change-PoA-registration/m-p/2248822#M85670

When I login I get a "Sorry, we can’t get your account details at the moment", and the account number (top right) is blank.

I can access billing, and have the option of taking out a new 24 month contract, but I'm not clear if that's going to mean a move from the old landline to VoIP - which is probably going to cause issues for my Gran who's 98, hard of hearing, and quite used to her big-button phone when she's not making calls via Alexa.

Re: Unable to access account details

Tom20001 — Tue, 15 Aug 2023 18:09:01 GMT

Navigate the site and see if there is more that one BT account associated with your ID. That can gum up My BT.

Re: Unable to access account details

colin_shorts_elma — Tue, 15 Aug 2023 20:05:25 GMT

Thanks for getting back to me @Tom20001

WS******43 is the only account number I can find (taken from a pdf'd bill).

EDIT: hiding account number.

Re: Unable to access account details

Tom20001 — Tue, 15 Aug 2023 19:40:30 GMT

You don’t want to publish that. Can you find a page with Account Details and perhaps a drop down selector?

Re: Unable to access account details

Keith_Beddoe — Tue, 15 Aug 2023 19:43:08 GMT

@colin_shorts_elma

Please edit out that account number, as this is a public forum which can be viewed worldwide.

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Re: Unable to access account details

colin_shorts_elma — Tue, 15 Aug 2023 20:07:46 GMT

Thanks @Keith_Beddoe @Tom20001 , it's been a long day :facepalm:

Re: Unable to access account details

JohnC2 — Wed, 16 Aug 2023 07:03:59 GMT

Hi @colin_shorts_elma, welcome back and sorry you're getting this error message when you log into your account.

Are you still getting this error?
Has this just started to happen and it worked ok before?

Are you accessing your MyBt via the web or the app?

Cheers

John

Re: Unable to access account details

colin_shorts_elma — Wed, 16 Aug 2023 08:55:24 GMT

Hi @JohnC2 ,

The account never worked properly, possibly something that went wrong at my end. Originally when I set it up from my own home, I didn't realise that someone/something was calling my Gran's home number to do a verification, and she was just shouting "scammer" and putting the phone down.

Cheers,

Colin

Re: Unable to access account details

JohnC2 — Wed, 16 Aug 2023 09:12:20 GMT

Hi @colin_shorts_elma, thanks for posting back. I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to look into this further for you to ensure all is set up correctly.

Cheers

John