This topic

Can not view my bill or useage online

Stevebyrne1 — Sat, 18 Apr 2026 18:05:07 GMT

I have now spent 6.5 hours over todays trying to resolve the issue of trying to review my bills online. I have tried this on two different android phones using the BT app and via MyBT website. Also tried logging in on my PC my iPad and Samsung tablet using various platforms Google, Edge, Firefox etc. I went through various requests from their online operators but they all came up blank and said they would pass up the line to technicians.

I contacted BT again and they gave me various timeliness 72 hours, then another 24 hrs and now Tuesday. I feel I am going around is circles. I raised a complaint which after talking to them offered me £20 in compensation which I turned down. I don't want £20 I want to be able to view my bills. Besides if I had taken it I would not be able to view my account to see if it had been credited.... Ironic.

I see others have had this issue and would appreciate any way forward with this. It all comes down to a utility company now taking monies from my bank account and I can not view amount(other through bank account) /query or budget going forward.

Your time is much appreciated

Steve.

Re: Can not view my bill or useage online

gg30340 — Sat, 18 Apr 2026 20:23:30 GMT

Can you clarify if you are having problems logging onto your MyBT in order to see your BT bills etc or are you able to log on but the relevant section to see your bill is not loading?

If you are having problems logging on read this thread to see if any of it helps.

Re: Can not view my bill or useage online

Stevebyrne1 — Sat, 18 Apr 2026 20:37:52 GMT

I have no issues logging on. I can see all my account details etc but I can't view my bills or my useage.

Re: Can not view my bill or useage online

gg30340 — Sat, 18 Apr 2026 20:41:53 GMT

If you can log onto your account there is nobody on the forum including the moderators can access your account to check what the problem is. Unfortunately you will need to continue to contact BT Billing 0330.1234.150

Re: Can not view my bill or useage online

Stevebyrne1 — Sat, 18 Apr 2026 20:47:27 GMT

I have no issues logging on. I can see all my account details etc but I can't view my bills or my useage.

Re: Can not view my bill or useage online

Stevebyrne1 — Sat, 18 Apr 2026 21:01:21 GMT

Thank you

Re: Can not view my bill or useage online

chriso57 — Sat, 18 Apr 2026 21:24:40 GMT

BT knows there is a problem but not the cause on a high number of users.

The system has been closed every night after midnight for maintenance so signs that changes and fixes are being applied.

I have been trying every day for a week and was on chat again for about 2 hours and the advisor could not resolve it. I have tried Firefox, Edge and chrome, all with history cleared, device rebooted and updates taken, password reset process varies from being locked out, not accepting the password and unable to validate a new one offered.

I need to access my account as an error has been made by BT on it and on 27th April a change in cost is going to be made based on it.

I have found a CEO email address and attached a letter requesting a paper copy of the contract and bills.

They do not seem to know how to fix it as all offerings given to me by them has not resolved the problem.

I have downloaded all important emails and filed them somewhere else as I am not sure if the data is lost when they delete the account in an attempt to fix it. I have declined that offering as further down in a few places here it says there is no data in it when they log in. Someone technical must be having a nightmare

Re: Can not view my bill or useage online

Stevebyrne1 — Sat, 18 Apr 2026 21:35:50 GMT

Thank you for your email and I have empathy for your situation. Like you I don't have confidence in them fixing the issue. As I mentioned like you tried various ways to get my billing information but all have failed. I will give them to Tuesday as I made a commitment to them but if it does not rectify itself I am going to the Communication Ombudsman as I feel now this is a breach of contract. Where else would you allow someone to take monies from your bank account without a bill that is exactly what is happening here and I have no way of checking said bill.

Many thanks again

Steve.

Re: Can not view my bill or useage online

Ali_A — Sun, 19 Apr 2026 09:26:37 GMT

Hi @Stevebyrne1

I'm sorry to hear that you're facing an issue viewing your bills online.

You've taken the right steps contacting Customer Service team to investigate this for you.

Have the team discussed the option of sending a copy of your bills out in the post as an interim measure, so that you are able to view the full breakdown of your bills until you're able to download online again?

Ali

Re: Can not view my bill or useage online

Ali_A — Sun, 19 Apr 2026 09:29:36 GMT

@chriso57

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case please visit Make a Complaint where our dedicated team will look into the details, take ownership and get in touch with you.

Ali

Re: Can not view my bill or useage online

Stevebyrne1 — Sun, 19 Apr 2026 12:33:08 GMT

Thank that is an excellent idea and one I had contemplated and after your message will visit that option

Many thanks

Steve

Re: Can not view my bill or useage online

chriso57 — Sun, 19 Apr 2026 14:36:59 GMT

Thank you 🙂

Re: Can not view my bill or useage online

chriso57 — Sun, 19 Apr 2026 14:40:22 GMT

Thank you. They have logged three from my chats over the nearly two weeks of trying and they have been closed as fixed.

I am thinking as a high number of users are affected it is not an account issue it must be a software issue at the log in/authentication end on their side and one day it will be fixed.

It is not the fault of the call handlers and it is not going anywhere if it is closed as fixed and it is not.

I have written to the email address on the code of practice yesterday and the reply I got is that it will be referred to the guides that I have already spoken to on chat an their talkthrough as described below has not resolved it and it is then closed as fixed.

Re: Can not view my bill or useage online

Stevebyrne1 — Sun, 19 Apr 2026 14:58:58 GMT

Totally agree with everything you wrote. The issue is not the platform ie Google, Firefox, Edge etc used to access account it is a software but one they seem unable to fix and send us all down "rabbit holes". Like you I have spoken to a guide and like you they closed my complaint without resolve. I will wait until Tuesday as I promised them to see if issue is resolved but I have no confidence it will. Then I will again log a complaint and contact the Communication Ombudsman and see if they can help in anyway albeit the average wait apparently for a resolve according to their wedsite is 6 weeks but let's see.

I appreciate everyone's input to this issue and will keep this thread updated as thing progress ( perhaps being optimistic with that last comment of "progress")

Re: Can not view my bill or useage online

chriso57 — Sun, 19 Apr 2026 15:08:54 GMT

Thank you. It is not the fault of the advisors if they don't have the information or tools to fix the problem but I would be surprised if it doesn't come to the attention of the regulator.

I will keep trying every day and one day it may work

Re: Can not view my bill or useage online

Stevebyrne1 — Thu, 23 Apr 2026 11:45:11 GMT

I have raised a second complaint as the first one was closed without resolution. As I suspected the date they said it would be fixed has came and went and frankly I am not surprised. My second complaint is now in the system and I am waiting for a call which was scheduled for yesterday. Did it happen, no it didn't surprise surprise. I have asked on my complaint for paper copies of my bill to be sent to me at no cost so I am waiting on a reply via phone, email or post.

Re: Can not view my bill or useage online

Stevebyrne1 — Thu, 23 Apr 2026 11:47:31 GMT

Re: Can not view my bill or useage online

Morph10 — Fri, 24 Apr 2026 00:06:54 GMT

I am having the same issue as you. After spending over a week unable to log-in due the problems at BT end, I finally was able to log-in a couple of days ago. But on the main page, it just says `please wait` and does not load anything up for me, like you unable to view my products, check my bills etc. Spent over 2 hrs with custom services trying to fix it, and nothing.

Re: Can not view my bill or useage online

Chris__S — Fri, 24 Apr 2026 07:23:09 GMT

Hi @Morph10

I'm sorry to hear that you're still having problems getting logged in.

Have you tried uninstalling, then reinstalling your app?

Chris S

Re: Can not view my bill or useage online

Stevebyrne1 — Fri, 24 Apr 2026 08:04:45 GMT

Yes I have done this several time and on 2 different phones and the result is exactly the same. Even noticed the format has changed and they have the audacity to have this when app is loading