Logging into MY BT takes me to a homepage displaying an account number which is not mine

[pjandjj]

My correct account number is being billed monthly however I have no access to it and can therefore not complain through MY BT option.

I have spoken to the BT  technical service by phone but they were not able to help remotely.

Can anyone suggest a way forward please.

[Leanne_T]

Hi there @pjandjj 

Thanks for coming to the community. 

When you log into your BT account, do you have the correct information including your name and address?

Is this a new BT account? If so, have you had a BT account previously with the same email address?

Speak soon. 

Leanne. 

[pjandjj]

Thanks for the feedback. 

However, I can clarify all details including products and billing details are correct.

The one anomaly is the account number in the top left corner of the document on the home screen as the account opens. This number is incorrect and there is a red banner on the screen stating it looks like you have two accounts and this account has been cancelled.

There is also a suggestion to use the drop down box to see another/correct account number however no other account number appears. There is no facility for me to insert or add my correct account number.

Regards, Paul J.

[Peter_W · Accepted solution]

Thanks for explaining these details, @pjandjj 

I would definitely recommend getting back in touch with our team, and they'll be able to check exactly which details are linked with your BT ID and if needs be raise things further from there. 

If you continue to struggle you can request to escalate, as per our complaints process too.

Peter