Cannot see usage for current period for landline or mobile (on BT.com or in My BT app)

[dave-user]

Neither the BT.com website or the My BT app is able to show the current usage for my landline or our mobile phones.

When I login into BT.com:

• If I go to 'Your bills and usage > Your usage > Landline', I just get an error message: "Sorry, we're having problems loading your usage."
• If I go to 'Your bills and usage > Your usage > Mobile', I get the same error message.
• If I go to 'Your Products >  Mobile', in all three sections (Your data Usage, Your bills and charges, Your current add-ons)  I get identical error messages: "Sorry, something went wrong".

If I open the My BT App:

• If I go to 'Your usage > Landline', I just get an error message: "Sorry, we're having problems loading your usage."
• If I go to 'Your usage >BT Mobile', I get the same error message.
• If I go to 'Your products > Mobile', I get an error message: "Sorry we can't show your plan details, add-ons or passes right now."

Is anyone else having the same problems?

[NeilO]

Hi @dave-user welcome back to the community and thanks for posting, I'm sorry to see you're experiencing issues with your MyBT account. I'm not aware of any known problems at the moment and I just checked my own usage in MyBT without any issues.

I'll send you a private message to get in touch with your details as we'll need to ask our BT.com faults team to take a look at that for you.

Thanks
Neil

[RobbieMac · Accepted solution]

Hi @dave-user

Thank you for your recent private message.

I am pleased I could help you get this issue resolved.  If you need help or have a question about your BT services in future feel free to come back on here as you're more than welcome 🙂

All the best.

Robbie

[Juan22]

I have the same problem, I cannot see current period data usage in the BT App.  I have reported this here but no-one offered any help.

As with others, could a Moderator get in touch to explain how to fix this please?

Otherwise, how will I know when my date quota is used up?

Thanks for any help.

[NeilO]

Hi @Juan22 you need to make sure you have the latest version of the MyBT app. You can check this in the app store.

Thanks

Neil

[Juan22]

Hi NeilO,

Thanks for getting back to me.  I update all Apps almost daily.  Any other ideas?

[NeilO]

@Juan22 It's not likely to be the same problem as reported here as an update to the app fixed it. I'd recommend reporting a fault using the message now facility as it could be a problem with your MyBT account. Broadband | BT Help

[Juan22]

Thank you NeilO