This topic

Changing contact details

cjongrey — Wed, 10 Dec 2025 18:43:29 GMT

Every month, when I log on to see my latest bill, a pop-up appears asking me to check my contact details. It won't let me proceed unless I either <edit> or <confirm>. As the back-up email & phone # are incorrect, I always select <edit>, and I always enter the correct data and hit <Submit & save>.

And every month the pop-up refreshes but still shows the incorrect email & #. So every month I correct it again, and again, and again, and again ..............

Sometimes I have another go after a reboot. And STIIIIIIIIIIIIIIILLLLLLLL it won't update my contact details.

It always locks me into a loop in which it won't let me proceed unless I confirm that the incorrect details are correct.

This has been going on for many months, maybe over a year (it certailnly feels like over a year).

Who at BT can I email about this please?

Re: Changing contact details

chrisjp — Wed, 10 Dec 2025 22:39:16 GMT

You are not alone!
I've had this issue for as long as I can remember, and there have been several posts about it on this Forum.
I've now given up and just confirm that the details (which in my case are only slightly wrong) are correct.
BT seems to have very little interest in correcting glitches like this in its webpages, but maybe a moderator could pick this up and encourage BT to fix this one?

Re: Changing contact details

cjongrey — Fri, 12 Dec 2025 16:57:07 GMT

Thanks for confirming I'm not alone!

Re: Changing contact details

chrisjp — Fri, 12 Dec 2025 19:03:19 GMT

Any moderator there??

Re: Changing contact details

Ali_A — Mon, 15 Dec 2025 09:36:41 GMT

Hello @cjongrey @chrisjp.

Thank you for bringing this to our attention.

I'd like to get this anomaly flagged to our team to investigate.

I'll send you a private message for more information. Can you have a look and get back to me when you can.
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Ali

Re: Changing contact details

cjongrey — Mon, 15 Dec 2025 09:49:13 GMT

Hi Ali-A, thanks for coming back to us. I found your email in my Private Messgaes, but cannot see a means of replying wth the information you requested. There njust doesn't seem to be a Reply button.

Regards,

Chris J

Re: Changing contact details

cjongrey — Mon, 15 Dec 2025 09:51:56 GMT

Hang on, a Reply button has just appeared (after I hovered over your Avatar). I'll reply now, Regards, Chris J

Re: Changing contact details

Ali_A — Tue, 16 Dec 2025 12:44:13 GMT

Thanks for getting back to me Chris,

I've got this passed on to the team to have a look.

Once they respond I'll get back in touch, but please allow a couple of days while they investigate.

Thanks!

Ali

Re: Changing contact details

Lulili — Sat, 14 Mar 2026 15:32:12 GMT

The exact same thing has been happening to me for 6 months. Happened today too. I’ve tried using my iPad and also via Android phone. Neither works. I’m trying to put an alternative emails and phone number in but it simply takes me on a continuous loop and never allows me to change the info. Really really frustrating.

Re: Changing contact details

Chris__S — Sun, 15 Mar 2026 08:19:51 GMT

Hi @Lulili

Thanks for highlighting to us that you're having this issue.

I can imagine it must be very frustrating when you need to use your account.

Do you have the same issue when you're accessing both your app and your online account?

Chris S

Re: Changing contact details

Lulili — Sun, 15 Mar 2026 10:43:03 GMT

Yes, I’ve tried using iPad and Android phone but it’s exactly the same. The contact details list appears and you can choose edit or save if it’s correct. I select edit and it allows me change the secondary contact details. I save, the page reloads and my original unchanged details are there. I must have tried 20 times over 6 months or so.

Re: Changing contact details

Leanne_T — Mon, 16 Mar 2026 09:16:44 GMT

Morning @Lulili

Thanks for coming back to us with more details.

To get this looked into, please get in touch with our technical support guides. They will have access to your account to help get the details changed and see why this has not worked when you updated these details in your BT account.

Thanks.

Leanne.