This topic

My bills and usage not accessable on the website

Piers66 — Wed, 15 Nov 2023 15:00:56 GMT

I just tried to view my recent calls (I want to check exactly when I called someone) and the link takes me to a page that just has a red box with a warning triangle and this note:

"If your Broadband service is provided by EE, you will need to manage it through My EE. You can do that here and make sure you use your EE login details"

I don't have an account with EE, so this isn't relevant.

The page title at the top of my browser is "BT : oops error occurred".

Is this a known fault (that's being fixed) and I just need to try again later, or do I need to report it?

Re: My bills and usage not accessable on the website

SRB — Wed, 15 Nov 2023 16:41:42 GMT

Possibly related, been trying to pay my bill for the last few days, site times out with a "sorry we're having technical issues" or some such message.

Re: My bills and usage not accessable on the website

old_email — Sun, 19 Nov 2023 17:22:33 GMT

Me too:

Email: Your Bill is ready.

Go, as usual to MyBT, login and choose to View my

Oops! An error has occurred. Please try again later.

No! Someone there has made an error and not tested (EE Integration??)

Went in a slightly different direction and got there with some strange headings:

yourbill.heading.isbpp

payment.details.title.total.credit

I think I can be forgiven for being fearful of the switch to Digitial Voice 😟

Re: My bills and usage not accessable on the website

SRB — Sun, 19 Nov 2023 17:37:23 GMT

When I went to the desktop site on my PC rather than trying to use the app, it did allow me to pay as normal.

Re: My bills and usage not accessable on the website

agc247 — Sun, 19 Nov 2023 21:45:23 GMT

I have the same issue in the MyBT app.

Re: My bills and usage not accessable on the website

NeilO — Mon, 20 Nov 2023 09:32:24 GMT

Hi @Piers66 @old_email @agc247 I'm sorry to see you're getting an error directing you to MyEE when trying to use MyBT. I'd like to get this looked into further and will send you all a private message so you can get in touch with your details.

Thanks

Neil

Re: My bills and usage not accessable on the website

GarryJ — Mon, 20 Nov 2023 09:58:52 GMT

Hi, Had a similar problem this morning when trying to get into "pay my bill", kept getting the same EE messages as everyone else, though have to say i have now got it to work after several attempts.

Re: My bills and usage not accessable on the website

StewM — Mon, 20 Nov 2023 10:04:51 GMT

Same here. Getting different error messages with the EE logo appearing then vanishing.

Also, for several weeks, my options to change TV is stuck in a loop, chose a new package, go to broadband, then back to chose a new package.

Stew

Re: My bills and usage not accessable on the website

zulu17 — Mon, 20 Nov 2023 10:42:14 GMT

I experienced this on Saturday using MyBT App (Samsung phone).

Re: My bills and usage not accessable on the website

Piers66 — Mon, 20 Nov 2023 11:28:46 GMT

Hello,

Not sure what you can do by taking this off the forum. There are clearly major problems with the BT website, as demonstrated by the other people replying to this thread.

I did manage to get to my recent call info, much later the same evening I posted my problem. Since then, out of curiosity more than anything else, I've tried a few more times. Sometimes it works, sometimes it doesn't. I get error messages of the "oops something isn't working" type, or I just get the three bouncing dots that never stop, or occasionally the page with the old photo of a guy hanging on to a telephone pole saying you're working on the problem and to try again later.

The point is, there's no pattern to the fault that would suggest it's my account that's the problem. To be honest it looks to me like either a) someone's buggered up the programming of your billing database, or b) your server simply can't handle the volume of traffic.

Piers.

Re: My bills and usage not accessable on the website

NeilO — Mon, 20 Nov 2023 11:45:05 GMT

@GarryJ @StewM Thanks for posting, I've sent you both a private message. @zulu17 I have your details so will add that to the list.

@Piers66 In order for me to report a fault I need to provide examples of customers who are affected, your community login name is not linked to your BT account so this is why I sent the private message.

Thanks

Neil

Re: My bills and usage not accessable on the website

Piers66 — Mon, 20 Nov 2023 12:12:34 GMT

OK, done.

Re: My bills and usage not accessable on the website

NeilO — Mon, 20 Nov 2023 12:15:15 GMT

@StewM and @Piers66 Thanks for the details.

Neil

Re: My bills and usage not accessable on the website

verkosh — Mon, 20 Nov 2023 13:47:01 GMT

Im seeing EE things mixed in on MyBT as well.

I logged in earlier to check the amount of the last bill and on the bills page it had the EE logo

Billing

Carlusha — Mon, 20 Nov 2023 14:50:56 GMT

Good afternoon

My bill is ready according to a BT email received. I fired up my iPhone app for MyBT, selected bills, only to be confronted with:

If your Broadband service is provided by EE, you will need to manage it through MyEE. You can do that here and make sure you use your EE login details.

The thing is, I am at the moment a BT customer. There seems no way to get the app to work properly as it used to. OK, so fire up my desktop and log into MyBT there. It took ages and ages of forcing refreshes to get my details to appear and from there, another series of waits and forced refreshes to eventually see my bill for the month.

Has the MyBT app been bugged? Further, is the BT/MyBT site encountering problems?

Re: My bills and usage not accessable on the website

NeilO — Mon, 20 Nov 2023 14:52:59 GMT

Hi Everyone,

Thanks to everyone who messaged me with details, we are aware of the problem and looking into this at the moment. I'm sorry for any inconvenience caused in the meantime.

Thanks

Neil

Re: Billing

imjolly — Mon, 20 Nov 2023 15:00:34 GMT

just tried MYBT app on android and worked as expected without a problem

Re: Billing

Carlusha — Mon, 20 Nov 2023 15:08:17 GMT

@imjolly I have an iPhone. Doesn't show bills for the first time ever!

Re: Billing

Carlusha — Mon, 20 Nov 2023 15:17:58 GMT

The iPhone MyBT app is now reporting:

Ooops! An error has occurred. Please try again later.

This suggests the BT app developers are on the case!

Re: Billing

conrad — Mon, 20 Nov 2023 17:23:19 GMT

Just logged in to MyBT - took several attempts to refresh the initial landing page to get it to show the normal format - instead of boxes saying object but when clicking on the billing tab the page doesn't load , just get the bouncing balls and refreshing the page after a while I just get the blue headline banner with nothing below it.