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Ongoing problem with my renewed contract

borderline — Mon, 13 May 2024 20:45:40 GMT

My BT account it's messed up . All started when it was time for renewal and I was made signed up with EE. I did but the following day I cancelled EE and I renewed again with BT with a new price plan.

Since then I haven't been able to check my products online , when I click on Manage your products on my BT account, on broadband or landline I get an error page saying Sorry we can't get your details at the moment. This is been like this for more than a month, I have already called BT twice , last time a new contract was issued and a new router was going to sent for the digital line. Supposed to arrive May 7th.. still is under awaiting dispatch . I don't think is going to be sent

Also my billing is wrong as the next bill is going to be more than the contract I signed up for

Please can someone fix this issue with my account?

Re: Ongoing problem with my renewed contract

PaddyB — Tue, 14 May 2024 07:40:49 GMT

Hi @borderline,

Thank you for posting. I'm sorry you can't view your account information online after renewing with BT. When your services were renewed, were you given a new account number?

Please send me your details and I'll take a look at your account to see what's going on. I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: Ongoing problem with my renewed contract

borderline — Tue, 14 May 2024 08:48:41 GMT

thank you. I have replied to PM and no, I wasn't given a new account number , is the same I always had

Re: Ongoing problem with my renewed contract

borderline — Fri, 17 May 2024 08:53:31 GMT

any news? my next bill is coming soon and I'm going to be charged more .

if this doesn't get resolved can I leave BT without penalty ?

Re: Ongoing problem with my renewed contract

imjolly — Fri, 17 May 2024 09:09:49 GMT

after you supplied mods with requested information you join a queue of other customers waiting for mod assistance all of whom consider their problem a priority the mod deal with cases in order received so when you case reaches top of queue mod will be in touch at present could be 3/5 working days