This topic

Online bill

AlanC5 — Wed, 24 Dec 2025 10:55:13 GMT

What has BT done to their online billing, I have been trying to view and download my latest bill for 2 days now without success, after logging in then selecting billing & payment a pale pink screen comes up with just a load of gobbledegook. I have phoned customer services on 2 different numbers but get foreigners who you can barely understand ( I thought BT had moved their call centres to the UK now, obviously not) and the 2 agents I spoke to were only interested in getting me upgrade and sign up a new contact, I kept telling them that was not why I had called them and that I just wanted to view and download my bill, but that just fell on deaf ears, so I gave up and hung up. Thinking of changing providers, any ideas?

Re: Online bill

gg30340 — Wed, 24 Dec 2025 10:58:31 GMT

Have you tried clearing your browsers history and cookies?

Have you tried a different browser?

Re: Online bill

AlanC5 — Wed, 24 Dec 2025 11:23:20 GMT

Yes several times also tried Edge & Chrome, also done full virus scan, nothing works.

Re: Online bill

Les-Gibson — Wed, 24 Dec 2025 11:30:41 GMT

Do you see this link at the bottom of the page

"Manage your bills and payments
Download this bill as a PDF"

If so, try clicking on that

Re: Online bill

gg30340 — Wed, 24 Dec 2025 11:30:59 GMT

Have you tried accessing the billing by using the drop down menu that appears when you hover your mouse over the "MyBT" at the top of the page rather than clicking on the "Your Bills and Usage" section on the main page?

Re: Online bill

AlanC5 — Sat, 27 Dec 2025 10:44:56 GMT

That's not showing.

Re: Online bill

AlanC5 — Sat, 27 Dec 2025 10:53:41 GMT

Tried everything, I have been getting online bills since 2010, the pages coming up now are a total mess with no information showing everything has xxxxx's on, it even says my contract expires on xx xxx 2021 but it really expires on 19 Feb 2026, no good phoning as they don't or don't want to understand.

Re: Online bill

Ali_A — Sun, 28 Dec 2025 10:58:32 GMT

Hi @AlanC5

Do you have the same problem if you try to view the account and bills through the BT app?

Ali

Re: Online bill

AlanC5 — Sun, 28 Dec 2025 16:46:39 GMT

Sorry don't know, only use laptop.

Re: Online bill

Katie_B — Mon, 29 Dec 2025 14:05:07 GMT

Thanks for getting back to us @AlanC5.

I understand you do not wish to call, however our technical care team are in the best position to be able to look into this further.

Katie

Re: Online bill

Jane2018 — Sun, 04 Jan 2026 17:29:24 GMT

I am having the same problem and I have checked every day since 21 December. On my other completetly separate BT account there is no issue so far. On the one concerned however it shows the amount paid and the bill amount £91 but unilke all the other previous amounts when I log in on my personal computer it no longer has an option to download the bill as a pdf or even view the bill.

The 21 November bill however and earlier ones are all these with the option to download the bills. I print them out and of course also like to read them each month. Below is a screen shot. I thought on about 24 Dec may be this is because of Christmas and waited, then New Year but now is 4 Jan and I also wanted to read if the shift which I did not want to digital voice on that line recently has led to this somehow too. In particular given I have changed nothing for years I wanted to read the wording on the bill to be 100% sure that a forced move to digital voice was not a trick of BT to suggest I had made an "order" and lock me in for 2 years. So stage one to check that was to read the bill - but the one time when I really wanted to see the bill it is not there. Nor does it come by email any more (nor post). I suppose for £3 I could turn on paper billing but that seems a step too far.

I just looked under Your Products / Broadband and it looks like as expected as I signed up to the service many years ago I am out of contract but I would still like a December bill.

"Your contract details

See your contract length

Your contract period has ended."

Re: Online bill

Alex_H — Mon, 05 Jan 2026 10:09:10 GMT

Hi @Jane2018,

Thanks for visiting the BT Community

I am sorry to hear your December bill has not become available online in the PDF format as it usually does. If you have also tried other browsers and the MYBT app and the same issue is there I would recommend reporting it to our technical team so they can take a look.

Alex

Re: Online bill

Jane2018 — Tue, 06 Jan 2026 13:28:52 GMT

Thanks. I don't really know what an app is and use a landline. Would that be something I would need to do on a mobile phone? I just tried again on my personal comkputer and tried Edge as well as Firefox this time but there is still no sign of the bill.

It is not just that it is not available in the pdf format but that even on the BT My BT website on my account only thi8s shows - so nothing about line number, type of service and all the other details on the bill. I am about to cancel by phone anyway tomorrow for this account (I have another also at home with BT Broadband and one of our 3 landline numbers on it so I will still have that one so the absence of the December bill does not really matter but I thought I would mention it on this thread as someone else suddenly was not getting a bill on MyBT on their computer as well - in case there has been a general glitsch with December bills). On my other account I also still get bills by post (and that one came by post today hence my checking again if I could get this one online )

Your latest bill - 21 Dec 2025

Bill Total

£91.46

You owe us £0.00

You don't need to do anything because you have a Direct Debit

Payment due date

Monthly, on or after the 4th day of the month

How you pay your bill

Direct Debit

Re: Online bill

Alex_H — Tue, 06 Jan 2026 15:31:12 GMT

@Jane2018 Thanks for clarifying, the app I was referring to is just the MyBT app which you can download to your mobile phone, it was just to rule out if the issue was website related or effected both.

If it does effect both its likely to be an account related issue which is when I would recommend speaking to our technical team if you were in need of the bill, as we are not aware of any glitch effecting December bills generally.

Alex

Re: Online bill

Jane2018 — Fri, 09 Jan 2026 11:38:41 GMT

Just to update people, today I CAN now view my December invoice in a pdf and print it on my personal computer. So that looks back to normal.

(Separately, I have cancelled that account/line which will end next week, but I do still have another BT broadband and telephone line on another account which I am keeping. Cancellation went fine. Took about 40 mins but that was not surprising as I had three lines, 2 BT accounts, 2 broadband services and we had to cancel the right one.

I see today I am in the pdf telephone directory for the three numbers (will be down to one next week so perhaps the directory is changed then) not I have used the directory for many years but just looking at when to notify people generally of the number I will no longer be using and just using the remaining landline number. I see the one I am cancelling was issued in 1997 when we moved to this house and soon had SIX lines to the house including the existing burglar alarm, fax, etc etc. Interesting trip down memory lane in my records.)

Re: Online bill

AlanC5 — Fri, 09 Jan 2026 11:58:13 GMT

Yes mine came back online yesterday, need to negotiate a new package next month, hope I can get a good deal.

Re: Online bill

Jane2018 — Sun, 18 Jan 2026 08:23:13 GMT

Glad your bill is back too. (On Friday morning BT shut off the correct account of my two accounts with them at home and I have sent them back that Hub2. So although it still for many will seem overkill I now have the new Community Fibre service for our main broadband, FTTP into my office and then have kept the BT digital voice/broadband line into my office too as back up. Pity I am not a gamer - this morning's speed with Community Fibre is 4.4GB download and 2.2GB upload and before anyone says yes I realise that is much faster than we would currently ever need).