This topic

Account and Voicemail problem

ap1954 — Thu, 22 May 2025 12:12:46 GMT

I am hoping that a moderator picks this up as despite numerous phone calls to BT, explaining my problem it has still not been sorted.

I have a Windows 10 laptop and log into my email account and My BT account using the same email address and password for both. I do not have a smartphone or tablet and do not do apps.

My problems are as follows: I log on My Bt, click on my products then under Voicemail click on Manage My Products.

Under Call protect, Call Waiting, and Voicemail Essentials it says "Please contact your account holder to manage this feature". UnderCall Barring it says, "Please contact your account holder to add this feature.

Under my Account details. under your role on this account it says I am the Account Manager.

These problems started when I switched to Voice Mail and I am hoping someone will be able to help me sort it out as phoning BT has not helped me at all which is very disappointing.

Re: Account and Voicemail problem

gg30340 — Thu, 22 May 2025 12:27:20 GMT

You need to be the account holder not account manager.

https://www.bt.com/help/security/usernames-and-passwords/more-help-with-account-roles/what-s-the-difference-between-an-account-holder-and-an-account-m

Re: Account and Voicemail problem

ap1954 — Fri, 23 May 2025 11:15:00 GMT

Thank you for your reply.

I have tried what you suggested by clicking on I should be the account holder and nothing happens, it stays on the same page.

Re: Account and Voicemail problem

gg30340 — Fri, 23 May 2025 11:27:36 GMT

If you have followed the procedure as per the link and nothing is happening you will need to contact BT Billing on 0330.1234.150.

For information the forum moderators do not have account access so they are unable to help with this.

Re: Account and Voicemail problem

ap1954 — Sat, 24 May 2025 09:12:50 GMT

Once again thank you for your reply.

I will try to contact BT Billing after the Bank Holiday and will let you know what happens\

Re: Account and Voicemail problem

ap1954 — Thu, 12 Jun 2025 10:34:16 GMT

I have tried contacting account and billing and once again they were unable to help me. I also contacted technical department but they were also unable to help me'

So once again no help given.

I don't know what else to do, so any further advice would be gratefully accepted,

Re: Account and Voicemail problem

Michael_D — Thu, 12 Jun 2025 12:45:19 GMT

Hi @ap1954

Thanks for coming back with an update.

Did either team give a reason why they couldn't help?

If the online steps to change the access weren't working, it would need them to step in to help, and raise a fault ticket if they cannot resolve it themselves.

Michael

Re: Account and Voicemail problem

ap1954 — Fri, 13 Jun 2025 11:13:05 GMT

Hi @Michael_D

Thank you for your reply.

Both departments told me they could not do anything as they are not allowed to access any customers account for security reasons, which I do understand,

I hope you can help me solve the situation.

Re: Account and Voicemail problem

Michael_D — Fri, 13 Jun 2025 11:15:31 GMT

That really doesn't seem right @ap1954. The whole purpose of them is that they have access to your account to help with any queries you have.

I'm afraid it is not something we can help with here, as we don't have access to any accounts. The best thing I can suggest would be to contact our technical guides again for them to look at it further, and to open a complaint until it is resolved.

Michael

Re: Account and Voicemail problem

ap1954 — Mon, 16 Jun 2025 11:31:40 GMT

@Michael_D

Thank you for your reply.

I will try and contact technical services but if my problems are not resolved I will most certainly make a complaint.

Thank you for taking the time to try and help me resolve my problems, it is greatly appreciated.

Re: Account and Voicemail problem

Michael_D — Mon, 16 Jun 2025 11:46:19 GMT

My pleasure @ap1954

Please keep us posted with how you get on.

Michael

Re: Account and Voicemail problem

ap1954 — Fri, 04 Jul 2025 11:24:51 GMT

@Michael_D

Please accept my apologies for not replying sooner.

I have not phoned BT yet due to a family emergency, but when I do I will let you know the result.

Re: Account and Voicemail problem

Leanne_T — Fri, 04 Jul 2025 13:02:16 GMT

Hi @ap1954

No problem at all, take all the time you need and I hope your family are doing alright.

Come back to us whenever you get the chance and take care 🙂

Leanne.

Re: Account and Voicemail problem

chrisjp — Fri, 04 Jul 2025 13:09:24 GMT

"Both departments told me they could not do anything as they are not allowed to access any customers account for security reasons"

This does make you wonder who, in BT's fault resolution teams, DOES have access to customers' accounts. If none of them do, and the only BT agents who can access accounts are just those in the sales team, how can BT ever fix any problems?

Re: Account and Voicemail problem

Leanne_T — Fri, 04 Jul 2025 15:18:10 GMT

Hi there @chrisjp

The BT Community Support team have no account access on the forums.

You can find ways to get in touch with one of our guides on the Contact BT page who will have access to the account and help get problems looked into.

Leanne.

Re: Account and Voicemail problem

ap1954 — Fri, 08 Aug 2025 13:49:43 GMT

@Michael_D

Firstly please accept my apologies for the delay in getting back to you.

I registered a complaint last week and at long last the problem has been sorted out.

Thank you so much for taking the time and trouble to help me, it is greatly appreciated

Kitty