Someonelses mobile number on my account

[Sleepysue]

I rang BT yesterday about my landline/broadband not working, and discovered BT have a mobile number noted on my account that is nothing to do with me or my family and which I do not recognise.

I told the agent repeatedly yesterday that this was not one of our mobile numbers but it does not appear to have been properly removed from my account. I don't really understand how it has become connected to my landline/broadband account. Logging in this morning, I can actually see it listed on the page you amend your marketing preferences on, although I can't see it anywhere else (e.g. its not under my personal details). 

Has this happened to anyone else? How did you get this erroneous number removed from your account? I'd complain about it but bizarrely it seems you can only complain by phone or POST these days...there doesn't seem to be any live chat or online web form/email option which seems very backward.

[Katie_B]

Hi @Sleepysue. 

Thanks for coming here. 

Are you aware if the agent removed this or if they flagged this with a different department?

Does the mobile number show on your bills?

Katie

[Sleepysue]

I was not clear if the agent was removing it or not. They told me to keep a record of the mobile number just in case, which I thought was very odd! Anyway they havent removed it or at least not fully, as I mention in my original post.

I don't seem to be being billed for it, which is something...but I still shouldn't have some random persons mobile number linked in any way to my account!!

[Christopher_G]

Hi @Sleepysue 

I definitely recommend getting back in touch so that our Customer Care team can take another look at this for you.

Chris

[Sleepysue]

Its just annoying Chris, that I have to ring up AGAIN to get this resolved. 

Why doesn't BT have an online contact form, email  address or live chat anymore? I really don't want to spend hours on the phone.

[imjolly · Accepted solution]

Try here https://www.bt.com/help/contact-bt/account-and-billing/broadband using 'message us'