This topic

Email notification of bills has stopped (on 2 different accounts)

Jane2018 — Tue, 30 May 2023 12:34:22 GMT

I had my usual emailed bill reminder at end of April but none for May (just as well I still receive a paper bill) so I went online and paid today.

I also have a second and different BT telephone account too using a different email address of mine and that one has also stopped receiving emails of the bill monthly too which suggests this is not an error only relating to one of my emails but instead is more universal.

Obviously I can try to remember to check online each month to both accounts particularly as thankfully one of the bills still comes by post but I wonder if BT has an issue with sending out the monthly reminders just over the last month?

Re: Email notification of bills has stopped (on 2 different accounts)

Alan0345 — Wed, 07 Jun 2023 13:52:45 GMT

Same problem. email notifications of bill received up until April but none in May and now none in June. Rang them and it was suggested I refresh my marketing preferences info (which was set correctly). If that doesn't work then next month contact the technical team. So I'll see what happens next month.

Re: Email notification of bills has stopped (on 2 different accounts)

AlisonM — Thu, 08 Jun 2023 13:49:10 GMT

I too am having the same problem - no Your bill is ready to view email for my latest quarterly bill dated 7 June 2023, although an email for the 7 March 2023 bill was received as normal.

This problem is also affecting my mother. My parents' account solely in my father's name was transferred to my mother's name on 12 March 2023 following the death of my father. She has monthly billing and no email notifications have been received since the transfer. Notifications for 8 April, 8 May and 8 June are all missing, although the payments are being taken and the account would otherwise appear to be operating normally. I had suspected the missing emails were due to something going wrong during the transfer process and did not relish the prospect of contacting BT on her behalf to try and rectify the problem. I am somewhat relieved to find this may in fact be a wider issue.

@Alan0345wrote:
Rang them and it was suggested I refresh my marketing preferences info (which was set correctly).

That seems quite an odd suggestion to me. Billing emails are surely service emails rather than marketing emails.

It would be good if a moderator could confirm whether this is in fact a known issue

Re: Email notification of bills has stopped (on 2 different accounts)

StuartH — Thu, 08 Jun 2023 19:38:50 GMT

Hi, thanks for posting about this issue.

I've raised this to try to find out if this is a known issue any updates either myself or another moderator will post here.

Thanks

Stuart

Re: Email notification of bills has stopped (on 2 different accounts)

DanielS — Fri, 09 Jun 2023 08:01:34 GMT

Hi All,

Thanks for taking the time to contact us to report this.

I have had word back that there are no known issues with this.

I have sent all 3 of you a private message that you can reply back to my team on.

We'll need to check each of your accounts to see if this is an issue or if this is related to your accounts specifically.

Thanks

DanielS

Re: Email notification of bills has stopped (on 2 different accounts)

Jo9 — Fri, 09 Jun 2023 20:53:46 GMT

I too have the same issue. The last email bill notification was at the beginning of April. I received neither May or June notifications. I reported this to BT through online chat in May - however nothing was done or followed up. I reported it again on the 5th June (via a phone call) and was promised they would look into it and raise it with the tech team. Again I have yet to hear from BT.

So the tech team should already be aware of this issue - therefore it is a known issue. It seems whatever the problem is it most likely started in May. Also, nothing in my account was changed or modified between April & May by me personally.

Could one of the moderators also look into my account please. Many Thanks.

Re: Email notification of bills has stopped (on 2 different accounts)

JohnC2 — Sat, 10 Jun 2023 07:09:04 GMT

Hi @Jo9, sorry you're experiencing this issue also. I've sent you a Private Message so you can get in touch with the Mod team for help with this.

Cheers

John

"Your latest bill is ready" emails not received.

weemax — Wed, 14 Jun 2023 21:42:24 GMT

Hi everyone

Having been a BT customer for years, I never usually have any problems receiving the "Your latest bill is ready/Your latest bill is now ready to view" emails from BT. These usually come about a week before the money is due to be taken from my account. However, I didn't receive one in April and put it down to an anomaly, I received as usual in May, here we are in June & again no email.

Is there an issue my end or..?

I do rely on these emails to help keep me up to date with payments, any help would be appreciated.

Thank you

Re: "Your latest bill is ready" emails not received.

derekscarborough — Wed, 14 Jun 2023 22:53:44 GMT

Exactly the same with me.

With the amount I pay each month you would think they could get the communication right.

Re: "Your latest bill is ready" emails not received.

Hildener — Wed, 14 Jun 2023 23:57:01 GMT

Yip Exactly the same here no email in June.

Re: "Your latest bill is ready" emails not received.

Anonymous — Thu, 15 Jun 2023 06:24:14 GMT

@weemax @Hildener @derekscarborough

Have you checked that these emails have not started to be directed to your Spam / Junk folders?

Re: "Your latest bill is ready" emails not received.

weemax — Thu, 15 Jun 2023 08:05:33 GMT

Hi Paul, yes I have checked my junk/bin folders etc. Thanks.

Re: "Your latest bill is ready" emails not received.

derekscarborough — Thu, 15 Jun 2023 08:38:32 GMT

No not going to my junk folder.

I was getting two emails each month regarding my bill, one was just a jumble of digits as the account number, one of the mod's was looking into that and I no longer have that email. Since then I did not receive an email in April, had one in May and now missed June's.

Re: Email notification of bills has stopped (on 2 different accounts)

rtaylor16 — Thu, 22 Jun 2023 12:09:55 GMT

Hi @DanielS

I am having the same issue. I rejoined BT Broadband in April and have so far not received any emails to say that "my bill is ready", I have only received emails that say "A reminder to pay your bill".

I found it strange that I would receive a reminder to pay a bill that I was not notified about.

Also, within the reminder email it says "We tried to call to remind you about paying your bill." - but I have not received any calls.

I have just spent a very frustrating 2.5 hours on live chat trying to get this issue resolved. The advisors on live chat were unable to help and told me that email notifications about bills "are not a feature that is available".

Are you able to help?

Thanks

Re: Email notification of bills has stopped (on 2 different accounts)

MJW — Fri, 23 Jun 2023 09:10:41 GMT

I am interested in the answer here as I have had no email notifications for April and June. Since the price increase!

Re: Email notification of bills has stopped (on 2 different accounts)

DanielS — Fri, 23 Jun 2023 10:08:48 GMT

Hi All,

Thanks to all who messaged me with their details.

There does appear to be an issue right now. We are currently investigating it and will post up here when we get an update.

Thanks
DanielS

Re: Email notification of bills has stopped (on 2 different accounts)

Jane2018 — Sun, 25 Jun 2023 19:20:39 GMT

I am glad this is being examined as I have changed nothing and been a customer using my 2 separate accounts for at least 20 years with absolutely no changes at all of any kind. No email went into a junk or spam box.

I have today received a notification to pay the June invoice to one of my 2 email addresses so that seems to be back up and working now after the last couple of month absence. I paid that one.

I then checked my other email address carefully and cannot see that that has had the email with bill which is a bit strange as if they are back on with coming to us why would it come to one and not the other but I suppose I might have deleted it. Anyway I have logged on and that bill appears online so have been able to print both out for my file.

Thanks for looking into this.

Re: Email notification of bills has stopped (on 2 different accounts)

Jo9 — Mon, 03 Jul 2023 08:39:16 GMT

The problem appears to be resolved (for me anyway). I received this month's notification email. It would be interesting to know what the issue was as it seems to have affected a number of people. But thanks anyway to the moderators and the tech team for the fix.

Re: Email notification of bills has stopped (on 2 different accounts)

Jane2018 — Mon, 03 Jul 2023 12:29:12 GMT

I agree. I will also keep a better watch out this coming month for my 2 separate bills to 2 different email addresses to see if I can spot both emails this coming month.

Re: Email notification of bills has stopped (on 2 different accounts)

PaddyB — Mon, 24 Jul 2023 18:06:39 GMT

Hi @Jo9,

Thank you for posting back to update the thread. I'm happy to see you've received this month notification. The last update I had was the team had identified what they believed has caused the issue and were implementing a fix.

Thanks,

Paddy