Unable to make changes to mobile account

[mr_welch]

when I log into My BT I am not able to make any changes to mine or my other family SIM cards.   settings are locked and says:

We're just updating your account

If you want to make any changes, please wait 30 minutes and try again.

It's been like this for months.

I have tried contacting BT's customer support twice but they have no idea what the problem is so not sure where to turn next ! 

any ideas?

[Michael_D]

Hi @mr_welch 

Welcome to the community.

I understand your frustration at not being able to manage your account as expected.

Do you find the same thing happens on both the My BT app and the website?

When you have spoken with our customer support guides, have they opened a fault ticket?

Michael

[mr_welch]

I am unable to change settings like adjust monthly spend cap, travel pass, etc.    I have 4 SIMs on the account,   two of them I can update OK,  but the other two are stuck "We're just updating your account.  If you want to make any changes, please wait 30 minutes and try again."

I do have the app and I can track usage, billing, etc, but for changing settings the app just redirect me to the my.bt.com website and it says exactly the same thing about waiting 30 minutes and trying again, so is no difference in browser or on mobile app.

I can't remember if a fault ticket was ever opened, but it has been raised with BT support twice in the past but they said they would look into it but it has never been resolved, and any changes I needed they did for me.    they suggested resetting my password so they could log in as me to see for themselves but no-one got back to me.

[Rach_H]

Thanks for filling me in on what has been happening @mr_welch.

I'd recommend reaching back out to the team, and they will be able to look into why this is happening, and ensure that a ticket is raised so the team can work to fix this for you.

Rach