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Message 1 of 5

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

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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?

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4 REPLIES 4
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Message 2 of 5

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

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Hi @alfie-liu, sorry you're getting these errors when you're trying to view your account online. 
Were you able to view this information ok before or is this a new account?
Do you have any open orders on your account at the moment?

Cheers

John

 

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Message 3 of 5

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

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Hi No it’s not a new account and there aren’t any orders opened. Thanks for your prompt response!

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Message 4 of 5

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

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Hi @alfie-liu, thanks for getting back to me so quickly. 

I've sent you a Private Message (PM) as we'll need to look into this further for you to get it fixed and we'll pick this up when you reply to the PM 

Cheers

John

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Message 5 of 5

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

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Hi @alfie-liu, thanks for your PM earlier this morning to confirm all is working ok now.

Cheers

John

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