This topic

Account says 'cannot get you your details' , Complaint keeps getting closed without resolving.

rojon72 — Wed, 10 Jan 2024 17:40:10 GMT

I can log into my BT on phone app and on website, that's all fine. I can access my products, eg broadband, tv etc but whenever I click on mobile package i get a picture of a 1900's telephone exchange and a message saying 'cannot get your details at the moment....'

This has been happening since august. I raised this with customer support, I must have had 10 call backs, each time saying they haven't fixed the fault. It was escalated to a complaint in October, but rather than fix the issue , BT just keep closing the complaint.

I need to be able to access my mobile package to amend spending caps, roaming etc but I just can't get in.

Any one help please ? ? I have tried setting up a new log in, but get same message

thanks

Re: Account says 'cannot get you your details' , Complaint keeps getting closed without resolving.

NeilO — Wed, 10 Jan 2024 19:44:02 GMT

@rojon72 welcome to the community and thanks for posting, I'm sorry you're getting that error in MyBT and that the complaint has been closed without resolution. A fault needs to be raised with a specialist team to get that sorted. From experience, these faults can be tricky to fix but the moderation team will be happy to help.

I'll send you a private message so you can get in touch with your details.

Thanks
Neil

Re: Account says 'cannot get you your details' , Complaint keeps getting closed without resolving.

rojon72 — Thu, 11 Jan 2024 16:23:46 GMT

Thankyou for looking into this for me. I've replied to to your message

Re: Account says 'cannot get you your details' , Complaint keeps getting closed without resolving.

rojon72 — Mon, 15 Jan 2024 20:50:59 GMT

Hi, I received a phonecall from a moderator today to say they are looking into the problem. Then 3 hrs later I get an email from BT to say the case is closed.

But yet again, it has been closed without resolving the issue, I am getting the same message.

And now the complaint has been removed from my account , so I can't reopen it !!

Can someone please tell me what is going on, and why BT think closing a complaint without resolving the issue, is good practice. thanks