Account number is blank on website

[Roberts93]

If any advice can be shared after numerous calls and chats with BT.

So initially the problem began when I was with bt in an old flat that I'd been supplied by but then left 5+ years ago.

I've now since moved to a new home and bt was easiest to join as they had all connection details(new build)

So I've signed up Mobile app gives all the correct details however I received the email for the games pass thought woo Great free stuff.

I've now clicked the link to take me to get the games pass and it instantly takes me to my old address. Then spoke with bt explained that address is now old and have moved and explained the above again, a form had then been put through to delete that old account so my new account should come through.

Checks a few days later.

I now have no account number online but have one in the app... I can't access the game pass through the app as it force pushes you to Web page(annoying and dumb) 

I then had another call to bt who said ahh yes sorry will be updated in 24 hours.

Checks 2 days later app still fine Web page still showing acc no: 

Then called back in to say this is a system issue and will be resolved by if I remember correctly today however I've checked today and still blank...

Am I just been fed a load of **bleep** or have I just got the wrong date 😄

(Also man just wants his xbox pass!)

[NeilO]

Hi, @Roberts93 welcome to the community and thanks for posting, I'm sorry your account details are not showing in MyBT. You might be able to add it yourself by following these steps.

Visit MyBT on a web browser, click Your details then Account. On that page, you should see an option to Add an account.

Post back and let me know if that works.

Thanks

Neil

[Roberts93]

Hi so I've tried to do as mentioned

I then get the postcode doesn't match our records 

Underneath I then have your account is managed by. (No name or anything) you will have guest access

[NeilO]

@Roberts93 we'll need to take a look, I'll send you a private message so you can get in touch with the moderation team.

Thanks

Neil

[DanielS]

Good morning @Roberts93,

Thanks for reaching out to us for help.

I have been working on this for you today. I left you two voicemails when I called you.

Can you log in and check to see if it's working for you now?

Let me know how you get on or if you need any other help.

Thanks
DanielS

[Roberts93]

My online account via webpage on bt still shows account no: 

Then nothing behind it still currently unable to access any bills etc

[DanielS · Accepted solution]

Thanks for taking the time to speak with me today @Roberts93.

I'm very happy that we were able to get it all up and running for you today.

Take care and have a great day,

DanielS