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Dean007
Recognised Expert
1,038 Views
Message 21 of 34

Re: BT Family Sim chaos and incomptetence

Hi @Parply

Now that you have filled the form in once the moderators get to it they will look at the issue which should resolve the app issues also. 

It is likely that this will be something the mods won’t be able to resolve directly and will have to liaise with other departments and feed back to you and it may take a few days.

 

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StephanieG
Community Manager - Retired
1,028 Views
Message 22 of 34

Re: BT Family Sim chaos and incomptetence

Hi @Parply thanks for taking my call there. I'll go back to our mobile specialists here and as soon as I have an update I'll contact you. In the meantime, feel free to post back here or reply to my email if you need to get hold of me.

Thanks

Parply
Contributor
1,003 Views
Message 23 of 34

Re: BT Family Sim chaos and incomptetence

@StephanieGI know we agreed to communicate via email or text. However I now realise I do not know the email to use and discovered yesterday that I cannot send text messages or make outgoing calls. It is entirely possible this has been the case since my sim got marked as inactive. I can receive calls and use mobile data. Although I have needed to turn mobile data off and on again a few times to get it working which was never necessary previously at the same locations. I sent you a PM but as you've not replied I assume you are currently unavailable. Hopefully one of the other mods will see this and be able to respond. I had a friendly phone call with support last night. However the focus ended up being an assumption that something is wrong with my Sim. Something that I noted seems implausible as it has worked fine in three phones over several years and the issues started after the initial botched package change order update. Anyway I have a new Sim on order which will probably not arrive until Tuesday which is frustrating. Obviously I don't use my phone much to make calls and use iMessage almost exclusively. However not being able to make a call on Fri proved to be very inconvenient when I was trying to coordinate a payment and delivery that had to happen on Monday. Apart from these new issues nothing has improved since we last communicated. My last bill is wrong. I still cannot see usage for any Sim in the plan. The data allowance for 4 sims is reported wrong, my sim is still marked as inactive. I also have an open order placed on 14 Aug which refers to an update to a package that does not exist. I've seen several other orders complete with no indication of what they relate to. It is now nearly 2 months since this saga started, one month since I was promised that it had been escalated and a fix would be in place within a week. The only improvement I can see is that my account has clearly been flagged as a problem one and I'm being put in contact with more experienced and understanding support staff. However still not ones who appear able to address my issues. At this point I really should be seeing something more postive and feel that compensation was warrented a long time ago. 

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PaddyB
Moderator
Moderator
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Message 24 of 34

Re: BT Family Sim chaos and incomptetence

Hi @Parply,

Thank you for posting.

I'm sorry you're still experiencing issues with your mobile service. I can see the  @StephanieG has been dealing with your case, she has raised this with the Mobile team and is chasing an update. Unfortunately Stephanie isn't in the office today. She is back in the office on Monday and will follow up with you then.

Thanks

PaddyB

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StephanieG
Community Manager - Retired
969 Views
Message 25 of 34

Re: BT Family Sim chaos and incomptetence

@Parply I'm very sorry all this has happened - let me look into this and I'll get back to you ASAP.

Thanks

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Parply
Contributor
964 Views
Message 26 of 34

Re: BT Family Sim chaos and incomptetence

@StephanieGThanks. MyBT now tells me I cannot make settings changes to my sim until my new one is ready. I'm still waiting for confirmation that the sim has been posted.  I still cannot make outgoing calls. I've not checked texting but I assume this is also still not working. I had to restart my phone to get mobile data access again. Every time I do this I get a message warning me that my provider may charge me for Facetime usage which did not happen on restart before. And nothing else has changed.

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Parply
Contributor
940 Views
Message 27 of 34

Re: BT Family Sim chaos and incomptetence

I've reported the same update directly to @StephanieG via PM -

The new sim has made no obvious difference. 

About 30 minutes ago I inserted the new sim into my phone. I then restarted it. I went to MyBT and clicked on activate Sim. I was left with a message indicating that I will get a text message when activation is complete. After a few minutes I noticed I was getting a BT 4G signal. Mobile data works. I get the same message about the system being busy if I try to make a call. I’ve not yet received the text message confirming activation. However one of the previous problems was that I cannot sent text messages so maybe it has not arrived. MyBT is no longer asking me to activate my new sim. The iOS app still reports the sim as inactive etc.

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Parply
Contributor
930 Views
Message 28 of 34

Re: BT Family Sim chaos and incomptetence

@StephanieGI've just checked and it seems like I can now make calls from my mobile. And I think I can send text messages again. Although I never received a text confirming activation.I looked at my account details and the situation has improved massively. I see 5 sims in my family sim account. I can now see allowances and usage. The data limits are still wrong. My sim has a 50Gb limit and the others have a 70Gb one. It should be 50Gb doubled up to 100Gb through broadband plus. Still this is a a lot better than before.

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StephanieG
Community Manager - Retired
924 Views
Message 29 of 34

Re: BT Family Sim chaos and incomptetence

@Parply well I'm just in the office and this is some great news to start the day, thanks for taking the time to update your thread.

The mobile team is still working on it, and they estimate that everything will be cleared up by the middle of next week (the bank holiday Monday might delay things a bit) but it sounds like they've been able to make some good progress since our last call.

I'll check their case on your account this morning and I'll give you a ring if there are any other major updates.

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StephanieG
Community Manager - Retired
890 Views
Message 30 of 34

Re: BT Family Sim chaos and incomptetence

@Parply thanks for taking my call today. I am very sorry it took so long, but it looks like the BT Mobile team was able to get everything sorted for you. 

Please do get back in touch if you have any more problems with your account.

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