Account and Voicemail problem

[ap1954]

I am hoping that a moderator picks this up as despite numerous phone calls to BT, explaining my problem it has still not been sorted.

I have a Windows 10 laptop and log into my email account and My BT account using the same email address and password for both. I do not have a smartphone or tablet and do not do apps.

My problems are as follows: I log on My Bt, click on my products then under Voicemail click on Manage My Products. 

Under Call protect, Call Waiting, and Voicemail Essentials it says "Please contact your account holder to manage this feature". UnderCall Barring it says, "Please contact your account holder to add this feature.

Under my Account details. under your role on this account it says I am the Account Manager.

These problems started when I switched to Voice Mail and I am hoping someone will be able  to help me sort it out as phoning BT has not helped me at all which is very disappointing.

[gg30340]

You need to be the account holder not account manager.

https://www.bt.com/help/security/usernames-and-passwords/more-help-with-account-roles/what-s-the-dif...

[ap1954]

Thank you for your reply.

I have tried what you suggested by clicking on I should be the account holder and nothing happens, it stays on the same page. 

[gg30340]

If you have followed the procedure as per the link and nothing is happening you will need to contact BT Billing on 0330.1234.150.

For information the forum moderators do not have account access so they are unable to help with this.

[ap1954]

Once again thank you for your reply.

I will try to contact BT Billing after the Bank Holiday and will let you know what happens\

[ap1954]

I have tried contacting account and billing and once again they were unable to help me.  I also contacted technical department but they were also unable to help me'

So once again no help given.  

I don't know what else to do, so any further advice would be gratefully accepted,

[Michael_D]

Hi @ap1954 

Thanks for coming back with an update.

Did either team give a reason why they couldn't help?

If the online steps to change the access weren't working, it would need them to step in to help, and raise a fault ticket if they cannot resolve it themselves.

Michael

[ap1954]

Hi @Michael_D

Thank you for your reply.

Both departments told me they could not do anything as they are not allowed to access any customers account for security reasons, which I do understand,

I hope you can help me solve the situation. 

[Michael_D]

That really doesn't seem right @ap1954. The whole purpose of them is that they have access to your account to help with any queries you have.

I'm afraid it is not something we can help with here, as we don't have access to any accounts. The best thing I can suggest would be to contact our technical guides again for them to look at it further, and to open a complaint until it is resolved.

Michael

[ap1954]

@Michael_D 

Thank you for your reply.

I will try and contact technical services but if my problems are not resolved I will most certainly make a complaint.

Thank you for taking the time to try and help me resolve my problems, it is greatly appreciated.