This topic

Problem updating contact details

johnslevin — Mon, 03 Nov 2025 18:43:27 GMT

Hi, I received latest bill, it is direct debit. I clicked to view and a pop up appeared to check contact details, first time I've seen this pop up? The primary and alternative contact phone numbers are incorrect. I edited with correct numbers and clicked save but a red flash warning: "We found something wrong please try again later". I have tried at least a dozen times over a two day period. Today the last two attempts got response "Details are incorrect" (They were not?) I'd be grateful for any advice. Thanks in advance

Re: Problem updating contact details

Chris__S — Tue, 04 Nov 2025 09:03:27 GMT

Hi @johnslevin

I'm sorry to hear that you're having trouble viewing your bill.

Are you trying to view your bill via the BT App or your BT online account?

Chris S

Re: Problem updating contact details

johnslevin — Tue, 04 Nov 2025 10:15:09 GMT

Thank you for your response. It is via my online account, the actual problem is a pop up window appears for me to confirm my contact details. All details are correct apart from primary and alternative contact phone numbers. I follow procedure to Edit and Save correct contact numbers, but keep getting "Sorry we found something wrong, please try later"

Re: Problem updating contact details

Chris__S — Tue, 04 Nov 2025 11:10:18 GMT

Thanks for letting me know @johnslevin

Do you have the same issue when you try to load your bill using your BT app?

Chris S

Re: Problem updating contact details

johnslevin — Tue, 04 Nov 2025 12:00:36 GMT

I don't have problem reading my bill, only updating/correcting my contact phone numbers on a pop up window when checking my bill . BT merging with EE has resulted in shoddiness. I'll scour this nightmare of a website and see if I can get a result elsewhere.

Re: Problem updating contact details

imjolly — Tue, 04 Nov 2025 12:06:06 GMT

@johnslevin

try contacting billing using message now and they should be able to help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband