Can't see my orders

[allanraymond]

I renewed my broadband and landline which took effect  couple of day ago and yesterday I had to add caller display.

I now find I can't see any of my orders orders on My BT either yesterday or now today. I receive this error message as shown.

Any thoughts on the problem before I contact BT technical?

[Leanne_T]

Hi there @allanraymond 

Thanks for coming back to the community. 

Has the Caller Display you added been set up on your account and working? Can you access all other details in your My BT account? 

Thanks 🙂

Leanne.

[allanraymond]

@Leanne_T 

Caller ID is working and I can access bills etc but just noticed when I go to Accounts Detail it says account is now closed.

[Leanne_T]

Thanks for coming back to me with the extra details @allanraymond 

In this case, please give us a call and our technical support guides will help get this looked into for you. 

Let me know how you get on 🙂

Leanne.

[allanraymond]

@Leanne_T 

Went onto Chat and the helpful technical guide said my BT ID (using my main email address) was not linked with my account and was causing the issue.

The guide set up a new account with the same BT ID email address and this resolved my problem I have finished up with two accounts the new one gives me access to my account details and past orders. 

The guide was going to go further and arrange for just one account with a new email address against my BT ID.  For the time being I decided not to go down this route as I can work my way through the two accounts.

[Michael_D]

Thanks for the update @allanraymond.

I'm glad to hear that they've been able to get something sorted that gives you the access to it all.

If you did want to merge it into one down the line, just speak to the team again and they can get it arranged.

Take care and have a great weekend.

Michael

[allanraymond]

How do I remove the "Solved" tag from this topic?

I have been in telephone contact with billing during the last month (the last being today) and there is still a problem with the two accounts. I can see some of my information such as order in one acount but not in the other and the reverse applies for me to see my bills in one account but not the other.

When I contacted BT chat in early March the guide set up a new account for me to see my orders (this works) however my bill  received today is still showing my old account number.

The guide on my telephone call today has escalated my problem to the technical back team and I should hear back in 7 days or so.

Hence my problem hasn't been resolved which is why I want the "Solved" tag to be removed.

[Christopher_G]

Hi @allanraymond 

I've removed the 'solved' tag, until you let us know the outcome of this latest call. Fingers crossed escalating the problem brings a quick resolution.

Please keep us updated with what happens.

Chris

[allanraymond]

@Christopher_G 

Thanks, and I will report back when my problem is resolved. 

[allanraymond]

Problem not entirely resolved.

I've dealt with a number of guides over the last four days or so and they have all been most helpful and have called me back when promised.

Four days ago I lost access to me emails which was resolved within 24 hours. The lost email access was due to it not linking to my new account which was set up in early March when I reported I couldn't see my orders.

I can now see my orders from my new account, but........ now I can't see my bills and when I click on bill history I can see listings of previous bills but get an error message when I click on any particular bill date. This latest problem is being dealt with by back office and I am expecting a call back tomorrow to hopefully say it has been resolved.

My old account which was accessible until about two days ago is no longer visible.

Although I check my bills each month as soon as they become available on MY BT I don't generally download copies. I decided last month to download the last five months worth of bills just in case something went amiss during BT sorting out a change in account numbers. At least I could refer to the downloaded bills when talking to the guides.