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Aspiring Contributor
Message 1 of 2

Account issues - at the end of my tether with BT

I've been a customer of BT for 16 years (that's loyalty!) but over the last 3 months I'm now at the end of my tether.

I upgraded my broadband & phone package in October 2013. BT closed my old account and set up a new one.

First of all the new broadband is rubbish (but that's another post!) but my main issue is with billing.

I received a link to set up MyBT which didn't work. I kept trying to use my btinternet mail account, it's says this is already registered with an account (that'll be the one that I was told was closed)...

I can still log in to my old account on MyBT but it says last payment was September (correct) but can't do anything else with it.

I now keep getting phone calls to pay my bills. The old account was (again) apparently closed so the direct debits have been cancelled. The details on the old account were meant to have transferred over to the new one, but this hasn't happened.

I have called umpteen times & used live chat, as nice as they are the issue never gets sorted.

They won't give me my account number over the phone or chat, so I can't set up a direct debit with my bank, in the meantime it looks like I'm a poor payer.

I am totally demented with this. How hard can it be???

I just want details of my new account so that I can pay it & check it online. And I want the old one closed!

Sorry if this seems like a rant but I am totally demented with it.
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Message 2 of 2

Re: Account issues - at the end of my tether with BT

Hi drunner,


Thanks for posting!


I'm sorry for all the problems you're having.  I'm happy to give you a hand from here and get you sorted.


Click on my username and under the "about me" section you'll see the link to get in touch with us.  Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.


All the best,



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