MyBT App - sending me to orders when I try to access spend cap settings for mobile

[xmarksthespot]

The MyBT app does not allow me to see, let alone manage, the advanced settings such as spend cap.

In the app I choose Mobile/<my phone number>/plan details/manage you plan/settings but the 'Manage' button takes me to a BT Progress your order screen for new products. 

My guess is that a previous 'order' has somehow got stuck in the system? Some background.....

...In  late September, I moved one of my mobile numbers from a 6G to 15G plan. It didn't happen on time, so being left without data I called BT and an agent temporarily added a monthly recurring data plan but to the wrong number. They said they'd remove it, and it has gone, but unravelling this and getting back to where I ought to be has been a right old mess. This included being charged for BT's error!, then not being refunded enough and then the item appeared on a future bill when it should all have been free of charge.

I can see these advanced settings on desktop but for convenience I need them in the app when I'm travelling.

I tried reinstalling the app. No change. 

I call Tech help - 10 minutes of very poor troubleshooting by the agent -  37 minutes of hold music - followed by many of the same questions by the same agent - more hold music. Gave up after 75 minutes total.

Anyone know how to fix this? (painlessly)

[Chris__S]

Hi @xmarksthespot,

That definitely sounds like more than a simple app issue, especially given the account changes and plan correction that happened recently.

If you think that the issue may be because of a previous order, you can log into MyBT on a desktop browser and check whether there are any open or pending orders showing against the mobile account.

It does sound like we'd need to get one of our technical guides to get access to your account and get this investigated further for you, so I'd recommend giving us a call.

Chris S

[xmarksthespot]

I checked before posting. There were no open orders. 

As per my original post, I've already called. I called a 'guide' in Tech who couldn't help. I then spoke with chat who couldn't help (but wasted 30 mins trying to), then redirected me to someone in a different department who seemed more promising (another 15 mins) but who then inexplicably and without communication redirected me back to the first agent who (unsurprisingly) still couldn't help!

Then a manager intervened (another 15 mins) who failed to grasp the issue.

I've given up.

[Chris__S]

Thanks for checking @xmarksthespot 

It sounds like it's been a very frustrating experience for you, especially when you've spoken with various different guides, and you're still no further forward.

If you're unhappy with your experience and you'd like us to investigate further, you can make a complaint.

Chris S