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tulloch
Aspiring Expert
1,840 Views
Message 1 of 10

Unable to Access BT Mobile Account Settings

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When I log in to BT.com and attempt to access my mobile account settings I get an error messasge: "Sorry something's gone wrong, please try again later" This has been the situation for nearly a month now. It worked fine when I first got my sim card but stopped when my own number was ported.

The issue has been reported to BT and I get regular updates by text and even phone calls telling me that "They haven't forgotten about me" and "they are working on it" or "continuing to fix it". The last call even gave me a date that it would be fixed, the first of this month. Needless to say, it has not been fixed.

I was given to believe that I was not the only customer affected and therefore expected to see a lengthy thread here on the issue but cannot find anthing.

Is anyone on the forum suffering from this issue? I'm beginning to think I'll be asking to be released from my contract as it's looking like they can't or won't fix this, thus I am unable to manage my account.

 

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9 REPLIES 9
Dean007
Recognised Expert
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Message 2 of 10

Re: Unable to Access BT Mobile Account Settings

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Hi @tulloch

I’ve asked a moderator to come and assist you, they will hopefully get some answers for you. In the mean time if you need to amend anything on the account, speak to the mobile chat team. 

A moderator should post here shortly. 

BT Mobile Chat

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tulloch
Aspiring Expert
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Message 3 of 10

Re: Unable to Access BT Mobile Account Settings

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Thank you. I hope it can be fixed as I avoided takeing a 12 month contract elsewhere when I retired and lost my company phone so I could get BT when the wi-fi calling was launched. I knew it was coming due to your contributions here, for which I am grateful.

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Dean007
Recognised Expert
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Message 4 of 10

Re: Unable to Access BT Mobile Account Settings

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@tulloch

The moderators here are very good and will try their best to assist you. Have you managed to get Wi-fi calling working? 

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RobbieMac
Moderator
Moderator
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Message 5 of 10

Re: Unable to Access BT Mobile Account Settings

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Hi @tulloch

Welcome to the community and thanks for your post!

Sorry that you're getting an error message when trying to view your mobile settings on your MyBT account.  I appreciate the time you have spent so far trying to get this sorted out.

This isn't something the community would be able to help with.  You can send us over your details and we will give you a hand from here.

Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

tulloch
Aspiring Expert
1,769 Views
Message 6 of 10

Re: Unable to Access BT Mobile Account Settings

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@Dean007 Yes, wifi calling was no problem, just waited for the iOS update and ordered my sim. Came already enabled which was impressive. I'm very pleased with BT mobile so far and want to keep it.

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tulloch
Aspiring Expert
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Message 7 of 10

Re: Unable to Access BT Mobile Account Settings

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@RobbieMac Thank you for your offer of assistance. I have submitted my details as requested. Good luck!

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tulloch
Aspiring Expert
1,761 Views
Message 8 of 10

Re: Unable to Access BT Mobile Account Settings

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@RobbieMac Just to let you know that I've just had a call from BT asking if this is fixed (development told them an update was rolled out May 1st). I told them no, so the case continues. I was told to expect a call on Tuesday with an update.

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tulloch
Aspiring Expert
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Message 9 of 10

Re: Unable to Access BT Mobile Account Settings

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Good news, the issue is resolved. I had another call asking if I could send in screenshots of the error and also try other browsers. I had previously tried Chrome in incognito mode and got the same error but this time it worked. This hinted at a corrupt cookie(s) so I deleted all Bt.com cookies, and logged in again and bingo!

So the fix rolled out on May 1st did work, but needed cookies cleared, at least in my case.

Thanks to @Dean007 and @RobbieMac for your help and also the mobile support team who clearly were determined to find a resolution. It really is changed days from the overseas "help" desks.

Dean007
Recognised Expert
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Message 10 of 10

Re: Unable to Access BT Mobile Account Settings

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@tulloch

Glad it’s all sorted. If your happy please mark the thread as solved Smiley Very Happy

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