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Bigdek87
Beginner
444 Views
Message 1 of 4

Mobile

Been trying to get a  mobile plan & get this message:

As a security precaution we've stopped your online journey as the landline number in your My BT account is different to your actual number. To update it, please take the following steps:
Log in to My BT (https://my.bt.com/s/apps/appspackages/?siteArea=con.mya&s_cid=con_FURL_updateyourprofile)
Click 'Edit' next to your account number or name at the top of the 'My Profile' page
Enter your new phone number in the last field, tick the box to remove the old number and click 'Save'
Once you've done that you should be able to re-start and complete your order.

But cant change number in account this way. Thanks

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3 REPLIES 3
Matt-S
Moderator-Retired
415 Views
Message 2 of 4

Re: Mobile

Hi @Bigdek87,

Welcome to the Community and thanks for taking the time to post.

Sorry to hear that you're having problems placing a new BT Mobile order online.

Have you moved house and changed the landline number lately?

Thanks

Matt

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Bigdek87
Beginner
401 Views
Message 3 of 4

Re: Mobile

We moved house over a year ago. Tryed following the instructions but they seem to be false as can’t change it the way told to

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Matt-S
Moderator-Retired
385 Views
Message 4 of 4

Re: Mobile

Hi @Bigdek87,

The instructions do work in most cases however I have seen a few cases after home moves that they have not worked.

I have sent you a private message so that we can update the phone number for you.

Thanks

Matt

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