Can not view my bill or useage online

[Stevebyrne1]

So checked yesterday and today and the issue has been resolved. It looks like the app and website software detailed code structures and user interactions has been resolved. So no wanting to spoil the outcome but why did BT not contact me during my issue and tell me that if might take a month to resolve as the new site was being built? It's the lack of response from them that is frustrating and me wasting time online and lodging a complaint. We all have better things to do with our time.

No matter it's resolved and come November I will be moving to a new supplier that I have earmarked and get me away from this nightmare of a company. 

[Nannie-1]

I understand your frustration. I had this problem over a month ago and spent ages trying to logon and then on the phone to BT who said to try again in a few days. I didn’t bother and then tried again a couple of days ago only to find the problem still exists. It is appalling.

[Rach_H]

Hi @Nannie-1,

I'm sorry to hear you're still having trouble with this. I'd recommend reaching back out to our team, and they will be able to take another look into this for you.

Rach

[Ferretusmaximus]

Great to see your issue has been fixed. I have had a very similar experience. Tried to look at my April bill and got the "Sorry, we can't get your account details at the moment" message. I waited a day and tried again ... you can guess the rest as I tried all your methods before the helpline admitted it was a server issue. Many promises to fix the problem, none fruitful. At the end of May patience expired so I adopted the Spike Milligan approach and sent a letter to the BT CEO. Got an immediate response and have been assigned a representative from the Executive Complaints team who will assist me through to a successful conclusion. She is very helpful and we keep trying things but none have worked so far. Unfortunately the technicians don't seem to have clue how to resolve this issue across the piece - it appears to be being solved at the individual level. I spent a long career in IT and can't believe how inept the technical response has been. They have even added me up to an SMS feed that gives me updates on progress with the issue. Given that BT is supposed to be a high tech company you have to wonder about their competency. I renewed my contract in March so have a while to wait for the end and considering the inflated price for a supposed premium service you have to question why anyone would stay with BT. I hope your problem doesn't recur, for me it's now 6 weeks and counting.

[Ferretusmaximus]

Problem fixed at last, after some 7 weeks. Needed telephone support from a support engineer and a new BTID but at least I can see my account again.

[Katie_B]

Thanks for keeping us updated on the community @Ferretusmaximus. 

Great to know you can now access your account again!

Katie