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Beginner
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Message 1 of 7

Mobile Useage does not display on BT Mobile or MyBT App

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Hi BT migrated my Mobile account from the BT account relating to my old address to the BT account relating to my new account some weeks ago

Since then I cannot obtain useage information via myBT or BTMobile apps. 

I've tried deleting the apps on my phone and resetting them

I've phoned too - to be told that my old account would be deleted and everything would work. My old account shows that it is closed but it is still possible to access bills etc

Basically I would like to be able to access my mobile useage and would like to know how to fix this

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Beginner
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Message 2 of 7

Re: Mobile Useage does not display on BT Mobile or MyBT App

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Anybody there?

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Moderator
Moderator
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Message 3 of 7

Re: Mobile Useage does not display on BT Mobile or MyBT App

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Hi @colburgess welcome to the forum and sorry you didn't get an answer to your original post. It sounds like your old account is still linked to your BTID and this is the account the App and MYBT are picking up. Have a LIve Chat with the Account and Billing team and choose the "something else"  as the second option and they will be able to remove your old account from the BTID. This should then mean that the App and MYBT pick up the information from your new account. 

cheers

John

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Beginner
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Message 4 of 7

Re: Mobile Useage does not display on BT Mobile or MyBT App

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Thanks JohnC2 - I did this approximately 14 days ago. I was offered a resolution withing 2-3 working days and a message to say that it had been done. I've heard nothing I'm afraid. Is it time for a written complaint? ColB

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Distinguished Sage
Distinguished Sage
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Message 5 of 7

Re: Mobile Useage does not display on BT Mobile or MyBT App

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Just phone up again



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Beginner
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Message 6 of 7

Re: Mobile Useage does not display on BT Mobile or MyBT App

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How many times in your estimation will it be necessary for me to phone before anything gets done?

In my professional life my clients only had to ask me once to get some action.

ColB

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Moderator
Moderator
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Message 7 of 7

Re: Mobile Useage does not display on BT Mobile or MyBT App

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Hi @colburgess I'm sorry this hasn't been sorted, I've sent you a private message so you can get in touch with the moderation team and we'll be happy to help.