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Message 1 of 12

Can’t access by mobile usage data via app or website

I haven’t been able to access to my mobile data usage for 2 of my three mobile phones on the my BT website or any of my phones on the BT app for over 2 weeks.  It shows sorry we  can’t show your mobile usage at the moment. I have spoken to BT (including mobile tech guys) numerous times but have got nowhere.  Have tried uninstalling app, reinstalling etc and using different devices android, Apple, desktop, iPad etc and still the same error and message. Is anyone else having the same problem? Any suggestions?

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11 REPLIES 11
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Message 2 of 12

Re: Can’t access by mobile usage data via app or website

Hi @VVT, sorry you can't access your mobile usage on the app. 
As you've already tried other devices and a desktop and got the same error there is not much more you can check from your end. I've sent you a Private Message so you can get in touch with the Mod team for help with this.

Cheers

John 

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Message 3 of 12

Re: Can’t access by mobile usage data via app or website

Thanks John. I replied to your email last week.  Have there been any updates please?

Thanks!  

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Message 4 of 12

Re: Can’t access by mobile usage data via app or website

Hi @VVT, sorry for the delay in getting to your case. I've picked it up now for you. You've called in earlier and the guide has raised a case to bt.com to investigate.

I'm waiting on an update on this and it can take up to 72hrs but I'll be in touch as soon as I have an update.

Cheers

John

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Message 5 of 12

Re: Can’t access by mobile usage data via app or website

Thank you! 

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Message 6 of 12

Re: Can’t access by mobile usage data via app or website

Hi. Did you get this resolved, I've had no access to my data usage for 10 days, on holiday abroad and need to keep an eye on my usage. 

Cheers. 

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Message 7 of 12

Re: Can’t access by mobile usage data via app or website

Yes it finally got resolved a  few weeks ago so it took them about a month to sort out from the initial problem. It turned out to be a problem experienced by many other users so they needed to fix it at their end.  John the moderator was very helpful in keeping on top of the problem as every time I called BT I got nowhere. Hope you get it sorted.

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Message 8 of 12

Re: Can’t access by mobile usage data via app or website

Cheers, spoke to BT this morning, they did seem to think it was a BT issue rather than me, so will keep chasing. 👍

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Message 9 of 12

Re: Can’t access by mobile usage data via app or website

Also found I have this problem too.

If there's a general issue can't BT proactively fix it rather than wait for customers to report it?

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Message 10 of 12

Re: Can’t access by mobile usage data via app or website

I have the same issue. Try: selecting my bt on the web then search for My Products then scroll to mobile then select Manage. Once there I can see the mobile usage of my two phones. Hope that helps. Cheers.