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Colin_London
Recognised Expert
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Message 1 of 3

SIMs showing disconnected on account and order missing

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We have an order placed for a new Family SIM contract starting 16th August. It is a downgrade in data so had to wait until billing date for it to complete.

This morning worryingly both of our BT Mobile apps were not updating and displaying error messages. Going to the My BT app usage displays our SIMs as apparently disconnected and the order in the order tracker has disappeared!

The phones are however still working.... at the moment.....

What exactly is going on? It is only 14th August today so changes should not be happening yet. Just to confirm the order has disappeared and is not showing as complete. Thankfully I have the order confirmation email still.

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Colin_London
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Message 2 of 3

Re: SIMs showing disconnected on account and order missing

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Ok now found the order. It is showing as complete today even though the regrade is not until 16th.

I am guessing the system is now mucked up until after 16th and I won’t be able to see my usage?
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Colin_London
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Message 3 of 3

Re: SIMs showing disconnected on account and order missing

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So it has sorted itself out this morning. Not sure why they actioned this 2 days early or what my usage has been the past two days. Guess i’ll Have to wait for the bill to check now.

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