Managing Account online

[milgb]

Why is it that I can't manage my account online, even though BT invites me to do so to free up their phone lines.

Every time I try to change my tv or broadband package I get the same message :

Hi Graham and Corinne. Sorry, but at the moment we can only show personalised deals for customers who already have broadband with us.

I do have broadband with BT and have done so for four years. I know I'm not the only person with this issue. Please don't reply by saying that I can phone up to change my package as this is missing the point I am making. The cynical side of me thinks that BT don't want you to change your package online, for fear of you reducing your monthly payments, and not having the advantage of a customer service operative persuading you through sales talk of not doing so.

What is the point of offering an online self help service that you can't use ? 

[Buncy]

I have had the same issue you are having since joing BT 18 months ago, I raised a complaint and had my own complaint handler. The issue went on for nearly 3 months of investigation, the lady dealing with the issue spoke to many many IT people and web teams who all reported back that there was no fault with my account. I was asked to try multiple computers, networks and browsers, non of this changed anything. 

I was told after 3 months the complaint would be closed and the fault could not be fixed and if i needed to upgrade or change my broadband package I would have to phone up. I have just upgraded to Full Fibre (over the phone).

Good luck!! if you do get this fixed please report back as to how it was done.

[milgb]

Hi Buncy

Thanks for your reply. I've also just raised a complaint, but after reading your post I'm wondering whether that was a wise move !

They obviously know why this occurs and this brings me back to my cynical point of view that they want you to phone up instead so they can control what you do.

I will of course let you know if by a miracle anything changes.

[Anonymous]

Are you logging in with your primary username?

[milgb]

Hi I log in with my BT ID which is my email address and then my password.

[Anonymous]

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@milgbwrote:
Hi I log in with my BT ID which is my email address and then my password.

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As long as that is your primary ID then there is no reason why you shouldn't be able to manage your account online but you cannot manage your account with any secondary or gifted email addresses

[milgb]

Well I can manage some aspects of my account, like extras on my phone line, but the point I'm making is that it won't let me change any packages like TV / Braodband which I should be able to do, as it gives you the facility to do so.

[Buncy]

I have no issues managing my online account "except" broadband. I have my landline and 4 mobile sims. I can see my broadband package but if I select "manage" or "upgrade" the page redirects temporarily to "hang on whilst we fetch your data" to "Hi Paul unfortunately we can only show broadband deals to customers who have broadband with us" (or wording very similar). As above BT could not fix the issue. It "should" work but doesn't. 

[milgb]

That's exactly what happens to me. TV and broadband it won't let you do. They must be losing out on lots of potential customers / profit who want to upgrade but can't as they get the same message.  

Some people don't like phoning up, if you offer to provide an online service make sure it works first.

[Anonymous]

When you login to MyBT and click on the Manage button on the Your Products tile, are the tiles for the products you want to manage in greyscale or colour? If greyscale then it would appear that they have not been added to your online account, if colour then you should be able to click the Manage button on that tile