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ojosef
Beginner
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Message 1 of 7

Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, Errors

Hi, I have been having an issue with My BT account area, since doing a Home Move last Aug 2018 my BT account has not been the same after moving. The property I moved from was Fibre to the outside box and the new property had Fibre directly into the flat. FTTP I think they call it.

During the home move, I was sent multiple incorrect BT Smart Hubs as the one required needed a red ethernet port or something, anyway it work fine now, but the home move was difficult to say the least. Having been being billed each month as usual after the home move and all services working, I have not really thought much about the account since.

However this October I had gone over data on one of the Family SIM allowances which was weird as I was a BT Plus (Today Halo 1) customer and should have had double data, this was not shown on my account when logging in to My BT.  I was then charged for the extra data spend and had to file a complaint to get the money charged reimbursed. And as a goodwill BT offered a £10 compensation, and this is when I started to notice weird things with the account.

1st of all, when I went to claim the £10 compensation the address appearing was the previous house and not my current address. 2nd, BT Plus (Halo) was not visible on the account like it had been previously, also when trying to upgrade or downgrade the account (I tried to see what would happen) I just keep getting errors with one of them just saying "You don't have Broadband with us". (Screenshots attached).

Aside from all the errors the Landline was not showing under My Products, it just shows "Add Landline". Which is weird because I have it and get billed for it each month. But it doesn't let me manage or view it within My BT.

Attached are screenshots of some of the My BT area showing the issues. 

I have called BT multiple times who throw me around and say only the "Data Integrity" team can solve it, however I have yet to receive the call back, I did report this in October initially and have brought it up again and again, and I also brought up the issue wit not being able to upgrade or manage the broadband package months ago (early 2019). The account still doesn't seem right, and since I still see the previous address under the "Claim Compensation" page this is again raised concerns.

Can anyone advise if they've had these issues and how I would get it resolved without having to repeat this every time I call BT. The other thing is that the BT rep who said they would report it to Data Integrity said they can't give me a reference number, I asked them, how would I be able to track it's being dealt with, they told me "Wait for a call from the DI team".

Thanks you.

 

Screenshot 2019-11-08 at 17.20.36.png

 

Screenshot 2019-11-08 at 17.21.13.jpg

 

Screenshot 2019-11-08 at 17.23.23.jpg

 

Screenshot 2019-11-08 at 17.29.01.png

 

 

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6 REPLIES 6
Moderator
Moderator
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Message 2 of 7

Re: Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, E...

Hi ojosef,

Welcome to the Community and thanks for taking the time to post.

It definitely sounds like something is wrong on the account. Sorry about all the problems that this has caused. The good news is that the Data Integrity team are the best people to deal with this case. It can take them about 5 working days to pick up cases.

If you haven't heard from them by this day next week let me know and we can chase this up for you 🙂

Thanks

Matt

ojosef
Beginner
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Message 3 of 7

Re: Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, E...

Thanks, will do.
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ojosef
Beginner
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Message 4 of 7

Re: Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, E...

Hi Matt, I have heard nothing from BT or the data integrity team. Due to this issue data on one of our family SIMs will run out, when it should have double data applied to it, meaning I'm going to be in the same boat again as October when I first reported this. This is quite an issue now and I really need to get it corrected. How can we do that? Thanks

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Moderator
Moderator
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Message 5 of 7

Re: Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, E...

Hi @ojosef and thanks for posting.

I'm sorry the data integrity guys haven't been in touch yet. I'll be happy to lend a hand. I've sent you a Private message explaining how you can contact the forum moderation team. Check here: https://community.bt.com/t5/notes/privatenotespage. Just drop me over a reply with the details and we’ll check it out.

Cheers

David

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ojosef
Beginner
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Message 6 of 7

Re: Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, E...

Hi Matt, I also wanted to show you this new screenshot i have discovered within my account. Error on the mobile side... it shows I have Halo 1 though.

 

Screenshot 2019-11-12 at 19.07.25.png

 

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ojosef
Beginner
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Message 7 of 7

Re: Data Integrity, BT Plus Not Active on Account, No Landline, No Way to Upgrade or Downgrade, E...

Thanks, will get those details over to you tomorrow. Cheers
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