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Message 1 of 2

Major problem with online account - no help over the phone or online


I'd appreciate any guidance of what to do next in my BT saga:

I have had a problem with my online account for several months. This is the screenshot that I am getting when I try to select any new products for my account:


I have BT landline, fibre broadband and 2 mobiles. I have lived at the same address for at least 3 years now. I suspect, based on my own research, that this code indicates that my online account has been incorrectly configured and my ancient (long discontinued and not in use) landline number is still entered somewhere - I cannot do it on my end, I don't have access to such settings.

Obviously, I tried to report the issue both online and over the phone. I was told 'it cannot be resolved and I need to make orders over the phone' - I strongly believe it is not true and I want to be able to review any possible offers or upgrades online - I certainly prefer to read and research offers myself.

I was dismissed at least twice - today, I was blatantly disconnected from the chat on two occasions. The chat support mentioned something called Copernicus team over the phone - but I already called them - no use. 

Any ideas how to proceed? Thank you very much in advance.

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Message 2 of 2

Re: Major problem with online account - no help over the phone or online

Hi @sepinroth  welcome to the forum and sorry that you cannot manage your online account. I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to help you with this.



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