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Aspiring Contributor
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Message 1 of 9

Retentions discount removed

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I renewed all my services with BT back in Febuary, I was offered a BT Mobile 20GB sim at a cost of £15. Back in May I dropped the tarriff down to the 6GB, I quickly discovered this was not enough data so I switched back to the 20GB plan. After recently checking my bills it appears I am being charged £20 for this plan.

 

I can no longer change plans nor can I enable roaming on my account, my BT tells me "Your settings are not available right now Thanks for changing your spend settings. You'll have to wait up to 30 minutes before you can change them again" this does not change no matter how long I wait.

 

I hope this can be resolved unfortunatley the negative experience I have received since becoming a BT customer seems to continue.

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Moderator
Moderator
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Message 2 of 9

Re: Retentions discount removed

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Hi @liambardz and thanks for posting.

 

Sorry you're having problems with the mobile plan. Your best bet would be to contact the mobile chat team who should be able to sort this for you. Can you try that and let me know how you get on?

 

Cheers

 

David

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Aspiring Contributor
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Message 3 of 9

Re: Retentions discount removed

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Hi @DavidM,

 

Thanks for getting back to me, I've tried the mobile chat team. They then called me, I trasnferred to around 6 different departments having to go through security each time. Nobody was able to resolve my query hence I am here as a last resort.

 

Regards,

 

Liam.

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Moderator
Moderator
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Message 4 of 9

Re: Retentions discount removed

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I'm sorry they weren't able to get it sorted for you @liambardz.

 

We will look into it for you and see what we can do. To reach us, click on my user name and then on contact the mods. It may take us 3-5 working days before we can get back in touch with you but we will.

 

Thanks

 

DanielS

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Aspiring Contributor
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Message 5 of 9

Re: Retentions discount removed

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Hi @DanielS,

 

I don't see a contact the mods button on your profile.

 

Regards,

 

Liam.

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Moderator
Moderator
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Message 6 of 9

Re: Retentions discount removed

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Hi @liambardz,

 

Sorry about that. I've made the link available to you in my profile.

 

Cheers

 

David

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Moderator
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Message 7 of 9

Re: Retentions discount removed

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Hi @liambardz Will you check if the fault with your online account has now been fixed and post back and let me know.

 

Cheers

John

 

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Aspiring Contributor
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Message 8 of 9

Re: Retentions discount removed

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Hi @JohnC2

 

I can confirm I am now able to change the settings with my BT mobile account.

 

Many thanks for your help.

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Message 9 of 9

Re: Retentions discount removed

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Hi @liambardz Thanks for checking that and glad it's fixed. I had a colleague in the Mobile team fixing the discount on the account and will let you know when that's fixed.

 

Cheers

John

 

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