Can not view my bill or useage online

[Stevebyrne1]

I have now spent 6.5 hours over todays trying to resolve the issue of trying to review my bills online. I have tried this on two different android phones using the BT app and via MyBT website. Also tried logging in on my PC  my iPad and Samsung tablet using various platforms Google, Edge, Firefox etc. I went through various requests from their online operators but they all came up blank and said they would pass up the line to technicians. 

I contacted BT again and they gave me various timeliness 72 hours, then another 24 hrs and now Tuesday. I feel I am going around is circles. I raised a complaint which after talking to them offered me £20 in compensation which I turned down. I don't want £20 I want to be able to view my bills. Besides if I had taken it I would not be able to view my account to see if it had been credited.... Ironic. 

I see others have had this issue and would appreciate any way forward with this. It all comes down to a utility company now taking monies from my bank account and I can not view amount(other through bank account) /query or budget going forward. 

Your time is much appreciated 

Steve. 

[gg30340]

Can you clarify if you are having problems logging onto your MyBT in order to see your BT bills etc or are you able to log on but the relevant section to see your bill is not loading?

If you are having problems logging on read this thread to see if any of it helps.

Log in Issues - BT Community

[Stevebyrne1]

I have no issues logging on. I can see all my account details etc but I can't view my bills or my useage. 

[gg30340]

If you can log onto your account there is nobody on the forum including the moderators can access your account to check what the problem is.  Unfortunately you will need to continue to  contact BT Billing 0330.1234.150

[Stevebyrne1]

I have no issues logging on. I can see all my account details etc but I can't view my bills or my useage.

[Stevebyrne1]

Thank you 

[chriso57]

BT knows there is a problem but not the cause on a high number of users.

The system has been closed every night after midnight for maintenance so signs that changes and fixes are being applied.

I have been trying every day for a week and was on chat again for about 2 hours and the advisor could not resolve it.  I have tried Firefox, Edge and chrome, all with history cleared, device rebooted and updates taken, password reset process varies from being locked out, not accepting the password and unable to validate a new one offered.

I need to access my account as an error has been made by BT on it and on 27th April a change in cost is going to be made based on it.  

I have found a CEO email address and attached a letter requesting a paper copy of the contract and bills.

They do not seem to know how to fix it as all offerings given to me by them has not resolved the problem.

I have downloaded all important emails and filed them somewhere else as I am not sure if the data is lost when they delete the account in an attempt to fix it.  I have declined that offering as further down in a few places here it says there is no data in it when they log in.  Someone technical must be having a nightmare

[Stevebyrne1]

Thank you for your email and I have empathy for your situation. Like you I don't have confidence in them fixing the issue. As I mentioned like you tried various ways to get my billing information but all have failed. I will give them to Tuesday as I made a commitment to them but if it does not rectify itself I am going to the Communication Ombudsman as I feel now this is a breach of contract. Where else would you allow someone to take monies from your bank account without a bill that is exactly what is happening here and I have no way of checking said bill.

Many thanks again 

Steve. 

[Ali_A]

Hi @Stevebyrne1 

I'm sorry to hear that you're facing an issue viewing your bills online. 

You've taken the right steps contacting Customer Service team to investigate this for you. 

Have the team discussed the option of sending a copy of your bills out in the post as an interim measure, so that you are able to view the full breakdown of your bills until you're able to download online again? 

Ali 

[Ali_A]

@chriso57 

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page for details about our handling process.

If you'd like to raise a case please visit Make a Complaint where our dedicated team will look into the details, take ownership and get in touch with you. 

Ali