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Distinguished Guru
396 Views
Message 1 of 11

One for the mods - Accounts mix up

Not sure how to approach this with live chat or the help desk without something going wrong.

 

My Vision account is/was separate to my landline and broadband account.

 

Having had some difficulties in actually reaching MyBT today:(, I eventually managed to - hooray!:)

 

So checking that the vision account was in order, I now find that this account displays

 

Vision no longer showing.JPG

 

 

And my landline and broadband account now displays

 

Vision showing on here now.JPG

 

So, can you arrange for my vision account to be put back where it was?

(with the credit that's been on it for ages;))

 

Thanks.

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10 REPLIES 10
Community Manager
Community Manager
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Message 2 of 11

Re: One for the mods - Accounts mix up

Hi DS,

Strange one, so the BT Vision account isn't showing any BT Vision at all? Does anything come up when you click on the "BT Vision" tab?

It's worth giving the Live Chat team a shout about this, but if still no joy please use the web form to send over your MyBT username(s) and we'll get back to you 🙂

(Sorry for the delay in replying by the way!)

Stephanie
Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
Distinguished Guru
352 Views
Message 3 of 11

Re: One for the mods - Accounts mix up

Hi Stephanie,

 

Yes I do see something on my Vision account when I click on the BTV tab, just not a lot!:D

BTV tab.JPG

 

But on my separate Calls and BB account, I see this on the BTV tab

BTV tab on calls and BB section.JPG

 

Hmm, Live Chat..... How's best to explain this?

 

1) My BTV account has been merged with my calls & BB account, but my original BTV account is still active but shows nothing

 

2) I think I've got 2 BTV accounts

 

3) I think I've got 2 BTV accounts, but the original one has gone on holiday

 

4) I was on a **** and was ******** the ******* platform. Having filled out everything that was asked of me, BT decided to end the **** sooner than I expected, with the result of the ******* box **** being switched off. Then the ****** team switched my BTV account back to how it was, well should of been, as a result this may or may not of created this account issue.

 

Ah, about contacting you guys, I may have already done this:( - must be premature expectation:D

(ref number available upon request)

 

So, pick a number and I'll call them:)

 

(no probs about the delay, busy bees and all that)

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Community Manager
Community Manager
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Message 4 of 11

Re: One for the mods - Accounts mix up

Ah I didn't realise it was quite so complex, think it might be best for us to pick up then 🙂

I just checked and I can see your email in the queue, so we will get back to you.

Stephanie
Community ModeratorStephanie
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Distinguished Guru
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Message 5 of 11

Re: One for the mods - Accounts mix up

TBH I think you're right;)

 

Thanks and I look forward to you guys getting this sorted:)

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Distinguished Guru
323 Views
Message 6 of 11

Re: One for the mods - Accounts mix up

Hi Stephanie,

 

So something has changed, my separate Vision account number now gives me

Account merged.JPG

(the same error message on any tab)

 

But my Landline and BB account now clearly shows that BTV has been added to that:(. My recent online bill also reflects this:o.

 

To make things easy, I've changed my mind🙂 so can you close the separate vision account down and credit the phone and BB account with the balance on the vision account?

 

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walkerx
Recognised Expert
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Message 7 of 11

Re: One for the mods - Accounts mix up

your lucky, under my account it still doesn't show anything for BT Vision after having the service since Jan 2012

 

btvision.jpg

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Distinguished Guru
305 Views
Message 8 of 11

Re: One for the mods - Accounts mix up

I must have yours:D

 

But seriously, send a message to the mods and they should be able to sort it out for you

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walkerx
Recognised Expert
299 Views
Message 9 of 11

Re: One for the mods - Accounts mix up


@DS wrote:

I must have yours:D

 

But seriously, send a message to the mods and they should be able to sort it out for you


They have tried, but it's still the same - so don't think it will get fixed

 

Thing is I get billed for it each month 😛

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Distinguished Guru
295 Views
Message 10 of 11

Re: One for the mods - Accounts mix up

Oh fill me with confidence why don't ya;)

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