This topic

Updating details

JMB — Wed, 19 Nov 2025 14:35:47 GMT

I was just changing my details - it had the mobile phone for main and alternative number - so I changed the main contact number.

Every time I do so I get

Sorry, something went wrong.

Please try again later.

Username

Really unhelpful as no indication what it is not happy about!

Re: Updating details

chrisjp — Wed, 19 Nov 2025 15:19:49 GMT

I've been getting the same for quite a few weeks now.
BT does seem to have a lot of glitches on its website, and they take ages to fix them.

Re: Updating details

Lizzie — Wed, 19 Nov 2025 16:35:01 GMT

Hello, I have had this for the last 2 or 3 months. It will never accept the changes. I phoned and a nice lady tried to help, though she said that she hadn't come across it before. She took all my changes, and said that she would merge my BT and ee accounts. Unfortunately everything is still exactly the same, and I still can't change the details.

Re: Updating details

Rach_H — Fri, 21 Nov 2025 11:28:17 GMT

Hi @JMB,

Welcome back to the Community!

I'd recommend reaching out to our team and they will be able to help you get these changes made. If there is something in the background that is preventing this then they will be able to raise this, so that whatever is stopping this can be removed.

Rach

Re: Updating details

JMB — Sun, 23 Nov 2025 09:27:45 GMT

There seem to be a number of people with the same problem and some they have spoken to a help line but the problem is still there.

Re: Updating details

Kimberlin — Sun, 23 Nov 2025 09:43:14 GMT

And who’s betting that if you do ‘reach out’ (oh how I despise that stupid phrase!) to the customer service team, you’ll end up with far more problems than what you initially started with 😆

Re: Updating details

chrisjp — Sun, 23 Nov 2025 15:23:22 GMT

Yes the problem seems to be with the BT website and nothing to do with any individual's browser or settings, so I doubt that "reaching out" to customer services will do any good!