Cannot upgrade TV or broadband package

[KatyP]

This is marked as solved but it is still ongoing! 
and it seems it dates back almost 3 years - so please remove SOLVED from my post 

[zulu17]

• Hi @KatyP  i have unmarked the  accepted solution as you wished so the thread will appear as open.   Normally as the thread starter you would be able to accept or unselect a response as the accepted solution.

[KatyP]

There are some remaining anomalies still to sort plus 2 big questions:

1. why has it taken almost 3 years to identify and try to fix this?
2. why - when the technical support initiated MyBT ID reset blocked access to my account for several weeks - was I told I would have to pay for paper bills?  The problem was entirely generated by BT’s supposed fix!

[Debbie_G]

Hi @KatyP 

Thanks for coming back and sharing the update.

It’s good to hear that some progress has been made. I can appreciate there are still some outstanding questions and concerns, particularly given how long this has been ongoing.

You’ve mentioned there are still some anomalies to sort. Are these still being looked into?

Debbie

[KatyP]

I believe so but progress/feedback very slow! 
But hey what’s  3 months compared to  3 years? 

[KatyP]

Sorry I cant see this is a solution to the  issue of no TV packages showing? I had this issue too and sales could not do anything either - said there was a data  integrity issue and I just had to wait

and

wait

and 

wait..

[KatyP]

But I don’t see a solution? It is marked solved …

[KatyP]

Is it sorted yet? Are they making you pay for paper bills while you cant access the account? I was shocked when this happened to me! 

[Leanne_T]

Hi @KatyP 

The solution for the community is to contact our customer support team so they can fully check everything over on the account and see what is needed at our end to get this sorted. 

Leanne.

[gg30340]

@KatyP 

You have your own thread running. Please do not spam the boards with your problem.  You have been given advice from the moderators regarding it.