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Message 1 of 10

Contact us - message us button doesn't appear

I'm trying to make contact via my account, logged in, on the BT website. Under help it says 

Message one of our experts online - it's quick and easy.

Monday to Sunday 7am - 10.30pm

A 'Message now' button will appear in a few moments during opening hours.

But nothing happens. Tried Safari, Firefox and Chrome. 

Is this function no longer available?

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Message 2 of 10

Re: Contact us - message us button doesn't appear

It is a bit of a mess with the option being inexplicably unavailable at all under some categories. But it seems that it might be dynamic, in that it only appears if there's staff available to interact. Given the reported wait times on the phone for the last few months, it would seem likely that the chat is similarly overwhelmed.

If you say what category you are trying to contact, others can check for you.

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Message 3 of 10

Re: Contact us - message us button doesn't appear

Billing >>> Broadband

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Message 4 of 10

Re: Contact us - message us button doesn't appear

rbz5416_0-1715585870080.png

 

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Message 5 of 10

Re: Contact us - message us button doesn't appear

Screenshot 2024-05-13 at 14.43.35.png

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Message 6 of 10

Re: Contact us - message us button doesn't appear

So it seems to be something specific to you, but no idea what.

  • If you're logged into MyBT, try logging out
  • Try rebooting the router for a new IP address
  • Try using mobile data on your phone
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Message 7 of 10

Re: Contact us - message us button doesn't appear

  • If you're logged into MyBT, try logging out
  • Try rebooting the router for a new IP address
  • Try using mobile data on your phone

No luck with any of those.

 

I'll just phone them when I'm back <sigh>

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Message 8 of 10

Re: Contact us - message us button doesn't appear

I have found that the message now does not appear when I use chrome but does appear when I use Edge



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Message 9 of 10

Re: Contact us - message us button doesn't appear

Currently showing for me in Edge, Firefox & Chrome so don't know what else to suggest. 🤔

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Message 10 of 10

Re: Contact us - message us button doesn't appear

It's odd. I've just tried Duck Duck Go also - no luck. Just doesn't like me.

That account has always been a pain after they managed to mess it all up and disconnect the wrong address. Won't show bills or anything.

Yes - it IS the correct account.

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