Sorry, we can’t get your account details at the moment

[sausagenmash]

Hi @DawnMaddock 

Yep, exactly what I was told two days ago 

They can't fix it as they don't know what the problem is

I need to contact the Exec office if it's not fixed by the time my next bill comes out so they can send me a paper copy 

Have you also got the issue with not being able to access BT/EE wi-fi hotspots? Mine keeps telling me my account isn't registered (it was before this issue, and I've not changed anything)

[KatyP]

Yes exactly the same issues here and no ee tv access on my phone as it now says I don't have an account. This has been for at least 2 months

[Leanne_T]

Hi @KatyP 

I have replied to your private message this morning. 

Leanne. 

[DawnMaddock]

The complaints advisor that I spoke to has arranged for me to receive next two bills as paper in the hope things will be resolved by then

[DawnMaddock]

Sorry, cannot advise on this as I do not use the hotspots.

[KatyP]

Dawn
I managed to speak to Lee in Darlington this morning via a rapid call back link in a text message about the fault and he deleted and reinstalled my account and I can now see my bills - but am still unable to manage my tv package or use re tv so the IT department are trying to sort that

[KatyP]

I used this link 
It probably won’t work for you though 
Hello, BT here. 

We're still working on a problem affecting our website and app. Your issue is connected to this and under investigation. If you need us, click here _

[mod edit: link removed as this contains personal information for your account and not to be shared]
Thanks.

[sausagenmash]

At least that seems like some progress 🙂

I can't even get into the the My BT app

[KatyP]

Yes i couldn’t either until the rapid response person did a thorough delete and reinstall

[KatyP]

Others had deleted and reinstalled my account before but the rapid response person did it more thoroughly