if you could raise it first with the mobile chat team so they can look and make sure the downgrade completed correctly.
They may need to get another team to look at it if the order and downgrade didn’t complete.
let us know how you get on.
After a mind numbing 85 minutes with the Online Chat people, their only suggestion was to send a screenshot to the app support team, which I have done. I can see why people come to this Community for help, I think I would have got more help from my cat than I did from the online chat team.
You never know whats going on in the chat team. Would be nice to get an email on what was typed for your own records.
I have had this problem for some time. Chat online was no help.
Last week I phoned and after some chat was told a problem was being raised with the department concerned.
But I have heard nothing since!
Has anyone had this fixed -- and how did they get it done?
Thanks for the posts. I am so sorry that you have found yourself in a position whereby you can't access your BT Mobile usage allowance. I can appreciate this is causing some issues
I have some good news! All the comments from this thread have been feedback to the relevant teams and I have been informed that we have identified and issue and are working on a solution. At this point in time I cannot confirm exactly when this will be fixed but I am hoping it will happen in the next 2 weeks. Once I get confirmation that the issue has been fixed I will come back here to let you all know.
In the meantime, as this issue can be intermittent and does not always impact users if they are connected via Wi-Fi, can we suggest next time you use the BT Mobile app you ensure you have Wi-Fi turned ON and that the connection is authenticated (test this by opening the browser on your device and opening a web page).
We very much appreciate your patience while we sort this issue out.
I think it has been two months or more since I could see my mobile usage.
And even though I reported the problem weeks ago, I have had no 'official' update.
I only found out that they are working on it in this thread of the forum!
Surely if you report a problem, you should get some feedback if there is a delay in fixing it.