Help

[jacs]

Hi, almost 3 weeks ago I upgraded to BT Plus and changed two of my three mobile sims to a new lower priced deal, the third sim remained unchanged.

Since doing this the following has happened and despite sending emails to customer services the problem persists and I am getting nowhere fast, can anybody here enlighten me on what to do to get this corrected?

When logged into my account online and clicking on “Package” the the following message appears: 

{{errorMain}}

Sorry something's gone wrong

There's been a problem getting your account details.
We have registered this problem and will be looking into it shortly.

Also, If I use the “BT Mobile" app on my iPhone, only two of my 3 sims information appear. 

My first Mobile number (This is the sim that remained unchanged): shows full and complete information including the extra BT Plus benefits.

My second Mobile Number: shows full and complete information but does not show or include the extra BT Plus benefits.

My Third Mobile number:‬ does not appear or show any information at all on the “BT Mobile” app.  On the “My BT" iPhone app on the “Usage” tab it states “The selected SIM is no longer active, and there is no usage.  Select a different SIM.”  This sim is working despite this message.

Thanks for any help.

[Dean007]

Hi @jacs

I have asked a moderator to come help who will ask you to contact them via a link. They should be able to expedite your issues with the plus team directly. 

Please watch for them posting shortly. 

[jacs]

Thank you.

[PaddyB]

Hi @jacs,

I'll be able to check this for you. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB 

[jacs]

Thanks and sent.

[NeilO]

@jacs The bt.com faults team have advised us that this should fixed, can you check your MyBT and let me know if you can see your package and mobile details?

[jacs]

Hi, and thanks again for the reply,

The Webpage still shows the same error with no information, the iOS MyBT app shows my package but is still missing all information on my third sim ending in "002".  

The iOS BT Mobile app is also missing all information for my third sim ending in "002" and does not show any BT Plus benefits for my second sim ending in "408", it is showing full and complete information including BT Plus benefits for my sim ending with "491".

I have also noticed another problem since talking to you, my broadband speed has been lowered.  On the 01 November 2017 I received an email from BT informing me that my speed had been increased from 52mbps to 76mbps for free, it was titled "Just to say thanks" and I had been getting the full speed up until these current problems, I am now getting only 43.3 mb/s.

[Dean007]

Hi @jacs

Whilst @NeilO looks into your Plus issues, if you can post your router stats so we can see if there are any obvious reasons why your speed has dropped. 

Plus shouldn’t affect your broadband speeds

[NeilO]

@jacs sorry about that, I'll have to go back to the specialist team regarding this.  If you could post your router stats I'll take a look at your broadband speed.

Edit: there's no need to post the router stats, I've tested the connection and picked up a fault. It's not related to your recent upgrade to BT Plus, I've reported the fault to the engineers for further investigation.

[jacs]

Just had a quick look at the router and this is what it is showing, it used to be 76mbps.