Wrong Mobile model shown on My BT

[IanLoughlin]

I was recently browsing around My BT / Mobile / Your Products / Phone & SIM, and I noticed that my old mobile phone  (A515) was listed with an old SIM number. I updated to a new A536B/DS  last August 2023 which I bought from Amazon. I did get a new SIM card from BT  (I have a SIM only contract).

How can I get my product details updated and corrected in My BT? I am concerned that I am not receiving my full service entitlement and/or billing information if my product details are incorrect.

[Leanne_T]

Hi @IanLoughlin 

Thanks for coming to the community. 

Does your account show the correct plan and services for the SIM plan? 

The device model should not affect any of your account services. 

Speak soon. 

Leanne. 

[IanLoughlin]

Hi Leanne, I'm not sure if I have an issue or not. If I go to mobile/Your Plans it shows the correct contract type, ie 5G SIM only plan.

If I scroll to Settings my IMEI number is only 14 digits, it seems to have dropped the last digit. And for Device it shows 'currently unavailable'.

I was hoping that BT would have some utility that could scan my phone to interrogate the details and update the records on My BT. However it does all seem to be working OK.

Probably  if I had bought the phone from BT instead of Amazon these details wold have been captured.

[Leanne_T]

Hi @IanLoughlin 

Thanks for coming back to me. 

If you call us the team will get this looked into for you and see if the account can be refreshed to show the correct device details. 

Leanne 🙂

[barnpiece]

I have the same 'problem' as Ian. My mobile details shown Unknow device and is missing the last digit of the IMEI.

Richard

[Leanne_T]

Hi @barnpiece 

Thanks for coming back to the community. 

Did you purchase the device from us or another company? 

Leanne 🙂

[IanLoughlin]

I bought the phone from Amazon, and the SIM from BT.

[barnpiece]

I purchased it separately. My previous mobile was from BT and the details were then correct.

It did change the IMEI automatically to the new one minus the last digit! There must be something wrong with your procedure which copies the IMEI from the Mobile system to the online account.

Richard

[IanLoughlin]

Whoops that Q was not for me.

Sorry....

[Leanne_T]

Thanks @IanLoughlin @barnpiece 

Please give us a call and the team will certainly see if this can be updated for you 🙂

Leanne.