This topic

My BT unable to load usage and bills

ChrisB — Sun, 28 Apr 2024 09:44:25 GMT

If I go to My BT and ask for my bill and usage details it usually hangs with bouncy balls. Sometimes it comes up with a red background warning saying 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. My broadband services is NOT provided by EE. I do not have an EE login. I'd like to be able to see my BT usage and bills. I've tried deleting some cookies etc but it appears to make no difference. I can exam my products, personal details and upgrades but not usage and bills.

Re: My BT unable to load usage and bills

Keith_Beddoe — Sun, 28 Apr 2024 09:46:01 GMT

Its been mentioned before, however the MyBT app works just fine, as I found out.

Re: My BT unable to load usage and bills

ChrisB — Sun, 28 Apr 2024 09:48:16 GMT

Should not be forced to use the APP. Clearly there is an error that needs correcting. I like copying and pasting details to a spreadsheet and that would be a pain on a phone.

Re: My BT unable to load usage and bills

Keith_Beddoe — Sun, 28 Apr 2024 10:02:59 GMT

@ChrisB

You can download your bill on the app, and then copy it to a PC if you wish. It end up in the download folder on an Android phone.

Re: My BT unable to load usage and bills

JohnC2 — Sun, 28 Apr 2024 10:13:47 GMT

Hi @ChrisB, sorry you can't view your usage and bills online.

Have you tried using an different internet browser to see if that helps?
Also if you are able to log in would you checking on your Settings and Your account - scroll down and see if you are showing as the account holder.

Cheers

John

Re: My BT unable to load usage and bills

ChrisB — Sun, 28 Apr 2024 10:21:38 GMT

Yes I have tried. I mainly use Google Chrome BUT it shouldn't be browser dependant. Interestingly, if you go through TRACK YOUR ORDERS you can often, but not always, get to the right place. clearly there is an error in the code that needs correcting.

Re: My BT unable to load usage and bills

JohnC2 — Sun, 28 Apr 2024 10:38:53 GMT

Hi @ChrisB, so you can view the usage/bills sometimes via the Track your orders section?

Get in touch with us via the 'Message now' option on this page and a fault should be raised to get this resolved.

Let us know how you get on.

Cheers

John

Re: My BT unable to load usage and bills

ambarker — Thu, 22 May 2025 13:33:10 GMT

Hi Chris, did this ever get fixed for you? I've had this problem for years and BT wouldn't look into it so I've opened a case with the communications ombudsman. Now I speak to a lady from BT once or twice a week and I tell her there's bouncing dots still and no bill and she goes back to IT and they tell me a week later to try again. This has happened about six times now. I'm hoping the ombudsman gets them to fix it...

Re: My BT unable to load usage and bills

Peter_W — Thu, 22 May 2025 15:15:18 GMT

Hi @ambarker.

Welcome to the BT Community.

I can appreciate you'll feel let down if this has been going on for so long now, but I'm glad you've had an ongoing conversation with a member of our team.

Normally the Ombudsman would only get involved once a complaint has reached the point of deadlock; do you know if the person you've been speaking with has given you a referral letter?
Peter

Re: My BT unable to load usage and bills

ambarker — Fri, 23 May 2025 07:16:36 GMT

I opened a case with the ombudsman because BT wouldn't fix the issue and it was my only option to try and get it resolved. I spent many hours on the phone with BT before contacting the ombudsman but every time the issue would get closed with no resolution. All I want to do is be able to view my bills which shouldn't be rocket science but seems to be a common issue.

Re: My BT unable to load usage and bills

Christopher_G — Fri, 23 May 2025 16:59:05 GMT

Hi @ambarker

Did you speak with our Executive Complaints team? If so, and they've given you some contact information for the case handler, I'd recommend getting back in touch to see what is happening with it.

Chris

Re: My BT unable to load usage and bills

ambarker — Fri, 23 May 2025 17:05:43 GMT

No idea, I'm dealing with whoever from BT picked up the ombudsman complaint. I've wasted so much time on this in not going around chasing different people at BT to see who can be bothered to fix it. I've begged the ombudsman to follow up until it's resolved so hoping they will do that.