This topic

Can't see my orders

allanraymond — Wed, 05 Mar 2025 12:30:49 GMT

I renewed my broadband and landline which took effect couple of day ago and yesterday I had to add caller display.

I now find I can't see any of my orders orders on My BT either yesterday or now today. I receive this error message as shown.

Any thoughts on the problem before I contact BT technical?

Re: Can't see my orders

Leanne_T — Thu, 06 Mar 2025 13:31:59 GMT

Hi there @allanraymond

Thanks for coming back to the community.

Has the Caller Display you added been set up on your account and working? Can you access all other details in your My BT account?

Thanks 🙂

Leanne.

Re: Can't see my orders

allanraymond — Thu, 06 Mar 2025 14:15:59 GMT

@Leanne_T

Caller ID is working and I can access bills etc but just noticed when I go to Accounts Detail it says account is now closed.

Re: Can't see my orders

Leanne_T — Thu, 06 Mar 2025 14:21:14 GMT

Thanks for coming back to me with the extra details @allanraymond

In this case, please give us a call and our technical support guides will help get this looked into for you.

Let me know how you get on 🙂

Leanne.

Re: Can't see my orders

allanraymond — Thu, 06 Mar 2025 22:39:32 GMT

@Leanne_T

Went onto Chat and the helpful technical guide said my BT ID (using my main email address) was not linked with my account and was causing the issue.

The guide set up a new account with the same BT ID email address and this resolved my problem I have finished up with two accounts the new one gives me access to my account details and past orders.

The guide was going to go further and arrange for just one account with a new email address against my BT ID. For the time being I decided not to go down this route as I can work my way through the two accounts.

Re: Can't see my orders

Michael_D — Fri, 07 Mar 2025 09:48:20 GMT

Thanks for the update @allanraymond.

I'm glad to hear that they've been able to get something sorted that gives you the access to it all.

If you did want to merge it into one down the line, just speak to the team again and they can get it arranged.

Take care and have a great weekend.

Michael

Re: Can't see my orders

allanraymond — Tue, 08 Apr 2025 14:53:24 GMT

How do I remove the "Solved" tag from this topic?

I have been in telephone contact with billing during the last month (the last being today) and there is still a problem with the two accounts. I can see some of my information such as order in one acount but not in the other and the reverse applies for me to see my bills in one account but not the other.

When I contacted BT chat in early March the guide set up a new account for me to see my orders (this works) however my bill received today is still showing my old account number.

The guide on my telephone call today has escalated my problem to the technical back team and I should hear back in 7 days or so.

Hence my problem hasn't been resolved which is why I want the "Solved" tag to be removed.

Re: Can't see my orders

Christopher_G — Wed, 09 Apr 2025 07:12:06 GMT

Hi @allanraymond

I've removed the 'solved' tag, until you let us know the outcome of this latest call. Fingers crossed escalating the problem brings a quick resolution.

Please keep us updated with what happens.

Chris

Re: Can't see my orders

allanraymond — Wed, 09 Apr 2025 13:29:04 GMT

@Christopher_G

Thanks, and I will report back when my problem is resolved.

Re: Can't see my orders

allanraymond — Sun, 13 Apr 2025 14:18:18 GMT

Problem not entirely resolved.

I've dealt with a number of guides over the last four days or so and they have all been most helpful and have called me back when promised.

Four days ago I lost access to me emails which was resolved within 24 hours. The lost email access was due to it not linking to my new account which was set up in early March when I reported I couldn't see my orders.

I can now see my orders from my new account, but........ now I can't see my bills and when I click on bill history I can see listings of previous bills but get an error message when I click on any particular bill date. This latest problem is being dealt with by back office and I am expecting a call back tomorrow to hopefully say it has been resolved.

My old account which was accessible until about two days ago is no longer visible.

Although I check my bills each month as soon as they become available on MY BT I don't generally download copies. I decided last month to download the last five months worth of bills just in case something went amiss during BT sorting out a change in account numbers. At least I could refer to the downloaded bills when talking to the guides.

Re: Can't see my orders

Lesley_W — Mon, 14 Apr 2025 07:44:45 GMT

Thanks for the update @allanraymond

It sounds like the team are on it and hopefully they will have good news when they call you today.

Lesley

Re: Can't see my orders

allanraymond — Thu, 08 May 2025 18:09:55 GMT

@Lesley_W

And the current position is that I still can't view my bills.

Two months ago after reporting I can't see my orders on My BT, this got resolved after discussing it on Chat. The Guide on Chat said he would have to change my account number.

Since then I lost access to my emails for a day or so, lost access to see my bills which is the current state of play and also a couple of weeks ago couldn't log into My BT which got sorted by one of the Guides my changing my BT ID Username (by changing to another one of my email addresses) .

If I go to Bill History I can see a listing of all my bills for the last 15 months but if I click to download I get an error message.

My lastest bill came out today I can see it in my Bill History but can't actually view the bill.

As for the Guides I get regular telehone calls from them to ask if my problem has been resolved and they are quite apologetic when I tell thm NO, I have no issues with the Guides.

I'm due another telephone call from a Guide tomorrow to check progress.

It is quite strange I can see everything on my account except for being able to see an actual bill.

Fingers crossed.

Re: Can't see my orders

Leanne_T — Fri, 09 May 2025 10:11:42 GMT

Hi there @allanraymond

Thanks for coming back to us with an update and I hope the update today from the guide has some news for you and this is sorted soon.

Let us know how it goes 🙂

Leanne.

Re: Can't see my orders

allanraymond — Sat, 31 May 2025 12:35:57 GMT

@Leanne_T

A quick update.

BT are still working on my issue in me not being able to view my Bills on My BT even though I can see everything else regarding my contract.

I have regular calls from BT perhaps every 2 or 3 days advising they are still trying to resolve my issue next call due on Tuesday.

At present BT have started sending out paper bills until they can resolve my little problem.

Re: Can't see my orders

Michael_D — Sun, 01 Jun 2025 07:16:39 GMT

Thanks for the latest update @allanraymond.

I'm glad to hear the team are keeping you posted on what is happening, and sending out the bills for you in the meantime. Hopefully it won't be too much longer before it is fully resolved.

Michael

Re: Can't see my orders

allanraymond — Mon, 09 Jun 2025 12:49:19 GMT

@Michael_D

Well its happened three months after I first encountered issues in not being to view my bills on Mt BT. The technical Guro's set up a new account for me latter part of last week this being three months after another new account was set up.

Got the normal email today to say my Bill was ready to be viewed so logged into My BT and can now see the bill.

So my problem has been resolved after a 3 month wait and can be closed on the Forum.

Re: Can't see my orders

Michael_D — Mon, 09 Jun 2025 13:13:20 GMT

Thanks for coming back again @allanraymond.

I'm glad to hear that you finally have access to the bills again.

Take care and have a great day.

Michael