Unable to view or manage my mobile plan

[egward53]

I have two sims on my BT account, I use them both in separate phones, I have the MyBT Android app and can view usage for both sims, but I can only view the and manage plan for one of them.

When I go to main BT site and login I have the problem that one number I can fully manage, personalise etc, the other number shows up but I can't set spend limits or manage the plan at all, if I try it gives me the message that something wet wrong and to try later, I've been trying later for months. I've had both numbers for several years and both are in monthly contract.

Can someone assist to get this resolved?

[PaddyB · Accepted solution]

Hi @egward53,

Thank you for posting. I'm sorry if you're having problems managing your mobile online. If you send me your details, I'll be able to give you a hand getting this fixed.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[egward53]

Many thanks Paddy,

I've replied to your pm.

Regards

[egward53]

Many thanks to

@PaddyB  and @NeilO 

After posting the problem Paddy asked for details by pm and then shortly after Neil rang me asking for screenshot and to give an update that it was being passed to BT. An email a little later from BT confirmed the issue raised was being looked into.

This morning I was using the MyBT app and the second number sim was visible again and I could manage the plan etc.

That is really quick and great service from the mods here, much appreciated, thank you.