unable to swap package

[dw-kernow]

for 2  months i have been unable to swap my base package,when i click i get "Sorry, we can't show you any personalised deals at the moment. But there's nothing to stop you checking out our current offers for broadband, TV, landline and BT Sport"  there is no other way to swap , all i can do is addons, also when i click black friday deals i get the same message,i  spoke to 3  different people   on the phone  one did not know you can swap tv packages, and the other two said they do  not know what is wrong, im fed up with it now, my tv contract runs out in feb, i will not be re newing it, any ideas anyone? 

[NeilO]

Hi @dw-kernow welcome to the community and thanks for posting, I'm sorry to see you're unable to manage your BT services in MyBT. By any chance do you have your telephone line provided using Openreach's Fibre Voice Access? 

Thanks

Neil

[dw-kernow]

not sure what that is , but my phone is connected to  fibre now through the bb yes

[Les-Gibson]

Hi @NeilO 

Funny you should ask about FVA, I've got exactly the same problem, have never had FVA, but I first noticed the problem shortly after I was switched to DV

[Lionsfan]

You're not alone with this problem. I change my tv packages fairly regularly and get this message every time. To change packages I have to call them and this then gives them an opportunity to sell you more services.

I'm afraid it's just another example of BT's confusing and complicated website, such as is being seen with the problems of customers trying to add Netflix to their tv packages  

[dw-kernow]

good to know i am not the only one,thought i was doing something wrong,i do not have time to sit on the phone for 20 mins to change a tv package,in this modern world the website should work .... as for netflix i do not save any money doing it through bt , from what i have worked out,i am thinking of stopping my tv services in feb  when contract is up, at min i only have entertainment from bt, and it is poor, lost discovery my main channel i watched ,what is left now is pretty dire,

[NeilO]

@dw-kernow if you connect your phone to the white Openreach ONT you will have FVA. That is an Openreach legacy service that's no longer offered and is being phased out with the introduction of digital voice. Due to this FVA customers, unfortunately, can't manage their services on MyBT but if you want to make adjustments to your plan you can still do this but you will need to speak with our loyalty team on 0800 800 150. I'm sorry for any inconvenience caused.

@Les-Gibson digital voice customers are not affected by this so there must be a fault with your MyBT account and we'll be happy to get that looked into. I'll send you a private message so you can get in touch with the moderation. 

Thanks

Neil

[dw-kernow]

thanks for reply , i have digital voice, the phone is connected to the hub,

[NeilO · Accepted solution]

@dw-kernow We can check that for you, I'll send you a private message too.

Thanks

Neil

[Jonty1964]

I had the same problem as OP. In the end yesterday I telephoned the BT having waited 20 odd minutes and then another 20 minutes I was advised that the issues with not being able to swap packages was down to a simple Site problem that would sort itself out in a few days.

I advised them what I wanted to do was link my Netflix account to BT TV as it was now included within the VIP Package. Iwas told everything would be dome manually and that I would get an email with a link to transfer Netflix. What actually happened was Netflix was added as an Add On and so I am in effect paying for Netflix twice. No email was received. So today I cancelled Netflix as an add on. I can't be bothered ringing again as  it seems to be a waste of time.