Can not view my bill or useage online

[Stevebyrne1]

Thank that is an excellent idea and one I had contemplated and after your message will visit that option 

Many thanks 

Steve 

[chriso57]

Thank you 🙂

[chriso57]

Thank  you.  They have logged three from my chats over the nearly two weeks of trying and they have been closed as fixed.

I am thinking as a high number of users are affected it is not an account issue it must be a software issue at the log in/authentication end on their side and one day it will be fixed.

It is not the fault of the call handlers and it is not going anywhere if it is closed as fixed and it is not.

I have written to the email address on the code of practice yesterday and the reply I got is that it will be referred to the guides that I have already spoken to on chat an their talkthrough as described below has not resolved it and it is then closed as fixed.

[Stevebyrne1]

Totally agree with everything you wrote. The issue is not the platform  ie Google, Firefox, Edge etc used to access account it is a software but one they seem unable to fix and send us all down "rabbit holes". Like you I have spoken to a guide and like you they closed my complaint without resolve. I will wait until Tuesday as I promised them to see if issue is resolved but I have no confidence it will. Then I will again log a complaint and contact the Communication Ombudsman and see if they can help in anyway albeit the average wait apparently for a resolve according to their wedsite is 6 weeks but let's see.

I appreciate everyone's input to this issue and will keep this thread updated as thing progress ( perhaps being optimistic with that last comment of "progress") 

[chriso57]

Thank you.  It is not the fault of the advisors if they don't have the information or tools to fix the problem but I would be surprised if it doesn't come to the attention of the regulator.

I will keep trying every day and one day it may work

[Stevebyrne1]

I have raised a second complaint as the first one was closed without resolution. As I suspected the date they said it would be fixed has came and went and frankly I am not surprised. My second complaint is now in the system and I am waiting for a call which was scheduled for yesterday. Did it happen, no it didn't surprise surprise. I have asked on my complaint for paper copies of my bill to be sent to me at no cost so I am waiting on a reply via phone, email or post. 

[Stevebyrne1]

I have raised a second complaint as the first one was closed without resolution. As I suspected the date they said it would be fixed has came and went and frankly I am not surprised. My second complaint is now in the system and I am waiting for a call which was scheduled for yesterday. Did it happen, no it didn't surprise surprise. I have asked on my complaint for paper copies of my bill to be sent to me at no cost so I am waiting on a reply via phone, email or post. 

[Morph10]

I am having the same issue as you. After spending over a week unable to log-in due the problems at BT end, I finally was able to log-in a couple of days ago. But on the main page, it just says `please wait` and does not load anything up for me, like you unable to view my products, check my bills etc. Spent over 2 hrs with custom services trying to fix it, and nothing. 

[Chris__S]

Hi @Morph10 

I'm sorry to hear that you're still having problems getting logged in.

Have you tried uninstalling, then reinstalling your app?

Chris S

[Stevebyrne1]

Yes I have done this several time and on 2 different phones and the result is exactly the same. Even noticed the format has changed and they have the audacity to have this when app is loading