I am not able to use my BT mobile phone in Bermuda for any calls made or received in excess of £50 per month (this was used up after 2 days). The problem is apparently something called an "unofficial reserve" of 75% of my monthly spend limit of £200 applied by Digicel (Bermuda) which is BT's "partner company" there. BT's system prevent me from choosing any other carrier in Bermuda (the "select carrier" option disappears from my menu while there) but when I was in an area with no Digicel coverage I was transferred to the alternative "First" carrier where there was no problem.
When I had used £50 of calls I was over my limit – I was not allowed to increase my limit (£200 is the maximum); I was not allowed to pay off the £50 I had used (I had to wait for my next bill 3 weeks later). Two long phone calls (on someone else's phone) and 3 live-chat sessions all resulted in "I will reset this – switch your phone off and on again in 4 hours and it will be fine..." – it wasn't. I switched it off and on, I switched mobile data on and off, I took out the SIM card out and back in – still unable to make calls. Finally I called again when I got home and a very helpful lady spent over half an hour trying to sort it out and eventually said "There is no solution, sorry".
So, if you need to use your UK mobile abroad, either don't choose BT or check that their "partner company" (which all the previous help people denied the existence of) does NOT apply the "unofficial reserve", or you will be completely stuck like me.
I need to work there again in April and I cannot afford to be un-contactable again – it caused me a lot of difficulties when I returned. If anybody from BT knows a solution to this please leave a comment here...
Solved! Go to Solution.
Speaking with RobbieMac, the solution is:
1) they have reset my limit to £200 without any "reserve", and
2) that I can make an interim payment to the spendcap by phone (though not, at present, online). So if I get close to my limit (as checked on the "My BT mobile" app) I can restore some headroom as I go along and people can continue to phone me.