Not receiving email notifications of new bill

[david644803]

I did not receive email notifications for my September or October 2018 bills. I have received them every month for the last few years, btcomms@info.bt.com is in my address book and I have checked my email provider's spam folder. So they were either not sent or they are getting caught in my domain provider's spam filter.

[NeilO]

@david644803 I'm sorry you didn't get your billing notification email, if you get in touch with the billing live chat team they be able to check this for you.

[david644803]

I spent an hour in a live chat with the billing team. The first advisor kept me hanging on for 15 minutes with no real progress. The second one tried to take me through account security but I didn't receive the PIN via email or text. I think he was sending the email to an old BT address which I disabled years ago and I didn't recognise the mobile number he was using for the text. He then asked me for the answer to my security question, but said my answer was incorrect. He eventually transferred me to another advisor, I received the PIN via email and was able to correct the contact phone number. He confirmed that the security answer on the system was the one I gave to the second advisor and apologised for the confusion.

I have been using the same mobile number for more than two years, it has been on the BT.com dashboard for all of that time and BT have called me on it a number of times. However, the number he quoted was from at least 8 years ago. Clearly their backroom databases are not automatically synchronised to BT.com profiles.

Anyway...after an hour of (not so) live chat he confirmed that someone in the offline team would look at why I wasn't receiving bill notification emails. I'm not confident that anything will happen.

[pottyperson]

The introduction of the BT ID concept a few years ago was a shambles. It's largely settled down now but there are still occasional hangovers.

You can check and modify your details in MyBT > Settings (top left) > Profile (top left again), where it confirms your BT ID and the fact that it's used for bill notifications. You should also be able tinker with other contact details (ie marketing preferences); some people don't have that function though, and the forum mods are looking into it (see here if you're interested).  

[pottyperson]

PS:  Just found that there's an update on the thread linked in my previous post.

[david644803]

Thanks for the reply. I checked my email address appeared correctly against my BT ID before contacting them.

I've just checked my Marketing Preferences and my email address shows correctly, but my mobile number is duplicated in the same field/entry, e.g. 07xxxxxxxxx07xxxxxxxxx. Does anyone elses mobile number show like this?