Managing Account online

[milgb]

Hi they are in colour, it lets you get to that stage. Then when you go a step further and click on the manage button below the colour image you get the message : Hi Graham and Corinne. Sorry, but at the moment we can only show personalised deals for customers who already have broadband with us.
It lets you carry out changes to your phoneline but not tv or broadband.

[Anonymous]

It sounds to me like there's a problem with the way your online account has been setup, I guess you're not going to appreciate my next statement but....

I reckon your options are to either wait and see if a Mod picks up on this thread or to phone them (sorry) and report that you are unable to manage your products online as a fault

[milgb]

Thanks for your efforts anyway. It just makes me suspicious how I can do everything else on the website but not amend the "high value" products like broadband and TV.

[Anonymous]

I don't think it's anything like that, I can manage all my products online except for cancellations

[milgb]

OK at least that dispels my paranoid theories.  Thanks.

[licquorice]

I have asked if one of the mods could take a look. They are very busy at the moment so could be a while before they respond on the thread.

[milgb]

Thank you much appreciated.

[JohnC2 · Accepted solution]

Hi, I can see that some of you have commented about not being able to manage your account online in My BT. We’ve looked into this for you and understand why this is happening.

Customers who have a fibre line providing their phone services, also known as Fibre Voice Access (FVA), are unable to manage their broadband and BT TV online. This is because MY BT doesn’t support this functionality currently and there are no plans to add this in future.

I’m sorry for the inconvenience caused by this and for any frustration you have experienced. I want to reassure you that there is nothing under handed in this and customers can freely contact us to discuss their package and make changes within our terms and conditions.

I hope this answers your query and clears up any doubt around managing your account online in My BT.

Cheers

John

[Anonymous]

@JohnC2 

Hi John. My understanding is that FVA is a legacy OR product so it's unlikely that this functionality will ever be added, indeed it's more likely that the withdrawl (by OR) of this product is the cause of the problem.

Bearing this in mind, is there any plan to 'repair' the affected accounts?

[licquorice]

A more informative error message rather than an incorrect generic one would also help!!!