Raise a fault on second account

[jrgb]

As well as my own home service, I have access through MyBT to a second account which I've got access to, but short of full account holder (as a linked account).

Service on that second account isn't great today. After a lightning storm, the router is completely dead. I'd like to raise a fault on the line but can't.

If I ring on 0800 800150, the automated service doesn't ask me which account I'm calling about so goes and tests my home service which is... fine.

If I log into MyBT, I select the second account top-right corner when I log in and then proceed to the fault reporting page for broadband. Once again, it assumes the problem's with my own service so goes away and restarts my home router, when there's nothing wrong with it.

I borrowed my wife's mobile. With that, I could at least enter the number of the faulty line, but it then complains it can't restart the router (because it's already dead and fried).

So... how on earth do I report this fault?..

[imjolly]

why can't the account holder report the fault on their line?

[jrgb]

By their own admission, the account holder is not tech-savvy, which is why I have the online link to it. He did manage to get a fault ticket raised leading to an engineer appointment next week. But the router is fried.

I’ve managed to speak to a human this morning to get a replacement router posted out today and cancel the Mini Hub, which won’t be any use as there’s no mobile service at all at the property.

The agent I spoke to is going to query the inability to raise a fault ticket via MyBT on a subsidiary account.