Changing legacy BT Mobile to new deals

[Kimberlin]

@garybs29  I know exactly what you mean about apparent problems receiving OTP’s. I use Spusu (MVNO on EE) which when they first launched here in the UK, there were apparently some issues. I joined them when they launched here and personally, I’ve never had any issues whatsoever receiving OTP’s. It’s strange isn’t it how some mobile customers complain that they have issues frequently and yet many have a trouble free experience. But then you do have customers who are literally hanging on to the oldest mobile tech just about capable of working with mobile Apps etc, or those that simply never bother to update the OS on their devices.

[Colin_London]

Hi @Colin_London. 

Thanks for coming here and flagging this with us. 

How long have you been seeing this message for?

Speak soon, 

Katie

Hi @Katie_J

Tried several times yesterday and also still not working today. I have found other links relating the Family SIM which are also not working.

Family SIM may no longer be available to new customers but current customers are effectively trapped on it because the website does not offer a way out.

[garybs29]

@Colin_London Hardly trapped on it, I'm sure a call to BT would help

[Colin_London]

@Colin_London Hardly trapped on it, I'm sure a call to BT would help

I’m reporting a website problem that needs fixing. Not seeking a workaround.

[garybs29]

You're reporting an issue & expecting it to be fixed in a longer time than a call to cs would take on a legacy product that is no longer available to order, maybe it's just me but a call is obviously the way to go

[Raverbaby]

Just for reference, over the last few months I had been trying to upgrade my 3 Sims on legacy plans onto one of the new ones several times but always got pushed towards EE when on the phone to BT so ended up getting nowhere. 

Today I called after receiving a marketing email offering me to call and upgrade which I did and was upgraded quickly and smoothly. 

I'm hoping it shows on the 'Mobile' section soon on the MyBT app where I can finally manage the Sims but maybe that's pushing it!! 

[Brucemeister5]

@Raverbaby Were they on a Family Sim? We are on a Family Sim legacy deal, but the new packages are now slightly cheaper and with more data than we have. We’d be happy to move if we can still keep our numbers and the process is smooth.

[Raverbaby]

I think it may have been 3 individual sims, when I called several times over recent months it was as if the system couldn't transfer me over but yesterday the upgrade option was there, I have kept my original Sims in the handsets too. 

I'm saving £20 a month now so quite happy. 

The number I called was 0800 9177081, I was on hold for about 30 mins but the upgrades were done in under 10 mins, no pressure sell or hard push.

Hope you get it sorted.