This topic

Cannot access the broadband deals on my.bt.com website

Elms — Sat, 02 Dec 2023 06:28:48 GMT

When logged into my BT account on the BT website https://my.bt.com, I have tried to find out what broadband deals BT can offer me, and what their cost is. I am a BT landline phone customer, but currently do not use BT for my ISP.

On the BT website, I went to the menu option: MyBT > Broadband, were I hoped to see the broadband deals, and a means of selecting the deal I wanted.

However, instead of being shown the deals, I get the message: "We're unable to show you any personalised offers at the moment.".

Does anyone know why I cannot access the broadband deals on my.bt.com ?

Re: Cannot access the broadband deals on my.bt.com website

Keith_Beddoe — Sat, 02 Dec 2023 06:43:09 GMT

Wrong link, try https://www.bt.com/broadband/deals

Or https://home.bt.com/login/loginform?TARGET=$SM$https://my.bt.com/s/apps/appsmybt/#/home

Re: Cannot access the broadband deals on my.bt.com website

Elms — Sat, 02 Dec 2023 06:57:15 GMT

Thanks for that link. I can see the broadband deals on the webpage you provided, but the page says "Already with us? Existing customers get personalised upgrade deals" and provides a button labeled "Log in to see details".

I am an existing BT customer, and when I press that button, I am taken to the same page with the message "We're unable to show you any personalised offers at the moment", that page being https://digitalservices.bt.com/s/apps/appsmyoffers/index.html#!/error

I want to be able to log into my BT account, and select the precise combination of products I need. I already have BT line rental, and a landline telephone with the 700 Minutes Calling Plan, as well as Friends and Family International. On top of that, I would like to add a broadband package, if I see one which is better than my existing ISP (which is Plusnet ASDL 24Mb download at £21.90 a month).

Re: Cannot access the broadband deals on my.bt.com website

Keith_Beddoe — Sat, 02 Dec 2023 07:13:39 GMT

@Elms

You cannot add a different ISP, and Plusnet no longer provide a phone service, existing Plusnet customers who want to retain a phone service, are being migrated onto BT Retail.

If you want to add BT Broadband to your existing service, then you would be better to call BT on 0330 1234 150.

If FTTP or FTTC is available, then ADSL will not be available.

Your phone service would be moved over to BT Digital Voice, as there are no more analogue PSTN lines being provided.

To see what is available to you

Use the address checker for your address, on the link below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Cannot access the broadband deals on my.bt.com website

Elms — Sat, 02 Dec 2023 07:34:57 GMT

Is this the info you want:

FTTP is not available.
The exchange is not in a current fibre priority programme
As a WLR withdrawal exchange, product restrictions apply
SOADSL is not restricted at the exchange
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.
For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.
Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service
In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.
ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: Cannot access the broadband deals on my.bt.com website

Keith_Beddoe — Sat, 02 Dec 2023 07:45:51 GMT

You are missing the top part which shows all the services available, like VDSL (if available), and ADSL.

Also the exchange name and cabinet number is missing, that is normally on the top line.

You are on an old legacy service, where your phone line and broadband are separate. That is no longer available. If you try to renew your existing Plusnet contract, you will be migrated onto BT Retail.

You may like to look at the Plusnet forum https://community.plus.net/t5/Forum/ct-p/Forum

Re: Cannot access the broadband deals on my.bt.com website

Elms — Mon, 04 Dec 2023 19:07:31 GMT

The screenshot below shows the top part of the page of information regarding the BT services available at my address. Thanks for looking at this.

But my question is about why I cannot see the broadband options in my BT online account at https://www.bt.com . I would like to be able to see how much each BT broadband option costs me, when added to my existing landline and phone package.

Are you saying that I cannot order broadband via the BT website, and need to phone BT?

Re: Cannot access the broadband deals on my.bt.com website

Keith_Beddoe — Sat, 09 Dec 2023 19:01:58 GMT

Continuation thread https://community.bt.com/t5/Bills-Packages/Price-of-BT-broadband-amp-phone-includes-line-rental/m-p/2333604#M163181