Can't renew mobile plan - Order Journey Halted - Wrong phone number on Account

[rox78887]

Hi,

BT offered a number of choices via email to renew my mobile plan.

I selected the plan and my account but the order was halted with the following screen.

 

The link takes me to the MyBT Home Page and nothing correlates to the instructions. I tried Profile and Account screens but there is no phone number that can be amended - it doesn't make sense that a customer could change their own BT landline or mobile phone number anyway.

Anyone got any ideas? If I call up its unlikely that anyone will have a script that covers this.

Andy

[JohnC2]

Hi @rox78887  sorry that you were not able to complete your order online.

You would need to either call in or use the Billing Live Chat Team and get them to update the phone number on your My BT. Once this is completed you will then be able to order online in the future.

cheers

John

[rox78887]

Many thanks John. I'll give that a go.

Andy

[rox78887]

Hi John,

I followed up on your advice to go to the Billing Chat team.

They had no joy even after working on it for 30 mins. The final conclusion being...

"Sorry Andy, we tried a lot to make the changes. But everything looks good in your account and the number is already set as the only number. Hence the system is not allowing us to redo the update. In this case, Edward, you would have to speak with our Orders team and they will make a new account for the new order, if this cant be sorted"

Doesn't look like I'll be able to do online orders in future which is a shame for me and a cost to BT!

Andy

[NeilO]

Hi @rox78887, I'm sorry they were unable to help, the moderation team will happily take a look at this for you but we're really busy at the moment so it will take us longer than usual to respond. I'll send you a private message so you can get in touch.