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Andy005
Aspiring Expert
745 Views
Message 11 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT


@Dean007wrote:

Hi @Andy005

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. 

BT Mobile Online Chat

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.

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743 Views
Message 12 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

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.

Mike
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barnpiece
Expert
731 Views
Message 13 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

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?

Richard

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Dean007
Recognised Expert
726 Views
Message 14 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

Hi @barnpiece

if it’s raised internally it can take upto 7 days but most see it resolved much sooner. 

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Guru
704 Views
Message 15 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

Deleted.

Stew

 

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696 Views
Message 16 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

@StewMWhats Deleted

Mike
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Guru
685 Views
Message 17 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT


@thewheelshavecomeoffwrote:

@StewMWhats Deleted


The post I started.

Stew

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Community Manager
Community Manager
648 Views
Message 18 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

Hi Everyone,

 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 Smiley Sad

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. 

Cheers

Sean

629 Views
Message 19 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

Let’s hope so, as I can not view my usage on the app or on line so I haven’t a clue where I am. Also I have had a bill for mobile calls which I am going to query when this debacle is fixed . Why is it taking so long , as this will be six weeks plus.
Mike
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barnpiece
Expert
580 Views
Message 20 of 37

Re: BT Mobile app not showing Usage allowances and on MYBT

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.

Richard

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