Delete BT account

[mm2]

Grovelling apologies. Been on this so long I have gone cross-eyed, mistyped 'consumer' as 'customer' in address. Very sorry. let's see if I get a response.

[mm2]

Thank you, as you can see from above it was my error in sending the email. Plead exhaustion. Revised with corrected address and hasn't bounced back yet.

[mm2]

Me again ... ongoing login issues with bt.com.   I have an open complaint on this which I can't progress because I can't log into MyBT.  I have mailed twice to BT Consumer Relations, no response yet. 

Today's latest is the BT Guides once again trying to reset my BT ID.  They deleted my active ID and now it can't be re-instated because the PIN's they have repeatedly sent are not being received.

They have tried my cellphone, my btinternet.com email and two alternative emails, none of them are getting the PIN. Mail and WhatsApps are being received fine from other senders.

They said at 5 p.m. it was because too many PIN's had been sent, they were blocked now for fraud security, then they said there was no block at their end and tried sending another lot a couple of hours later.  They asked me to use an alternative device so I fired up my laptop, same result, nothing.  

Last message received at 19.48:

I have no idea whether the promised escalation has been put in place, and when/how I might hear from anyone.

Does anyone here have any idea what might be going on?  They are driving me nuts.

[imjolly]

I hope you emailed the consumer resolution team not the consumer relations team

[mm2]

When you're as tired as BT have made me, I'm surprised I didn't mail Santa Claus.  Incidentally, in your original reply @imjolly  you said to mail 'customer resolutions team'.  Easily done 😊

[Leanne_T]

Morning @mm2 

I'm sorry you are unable to remove the old BT account and receive the PIN that has been sent. 

If you have an open complaint the team will get back to you once this has been looked into. 

If you would like an update or to check the complaint is in progress, please get in touch with our technical support guides and they will get the account looked into for you. 

I hope this is resolved soon for you. 

Leanne. 

[mm2]

Hi Leanne, After another 2.5 hour fruitless webchat with a Tech Guide yesterday, jumping through the same old hoops, I did finally get a reply late afternoon to the emails I sent via the address @imjolly very kindly and patiently directed me to. 

I've had several chat sessions with BT guides and multiple different replies about the existence or otherwise of the complaint, which was opened by a Guide as I couldn't log in to do it myself.  However the email response does quote a complaint ref, so that's progress.

I still had the PIN communications failure yesterday,  the BT guide got one through then all the rest failed.   I have sent the email responder the unique identifiers requested as phone conversations will not be possible without PIN confirmation, he is away till Monday so I hope the case will be progressed then.  

Thank you for following up.

[Peter_W]

Thanks for the update here @mm2.

I'm glad to hear this has been picked up by our complaints team now, and hopefully you'll see some updates once we're on the other side of the weekend. 

Keep us posted on how things go 😊

Peter

[mm2]

Well, after the intervention of the BT Executive Complaints team, for which I owe thanks to @imjolly  for directing me to their well-concealed email address, my BT Services are finally up & running again. 

It took the removal of an inactive EE account which I'd never asked for, and deletion and recreation of my BTID, both of which had to be done by BT as neither were possible at my end.  Several hours of my time in frustrating, pointless chat preceded this, on one day alone back in August, the transcript shows I wasted nearly four hours achieving nothing, being made to go through the 'troubleshooting' steps repetitively even though they had proved pointless. 

For this I have been offered the princely sum of £31.99 in 'compensation'.  Unsurprisingly I have rejected this and will be making a case with the Ombudsman for a 'Time and Trouble' award. 

I am grateful to those in the Community who responded to my posts and helped me get this far.

[imjolly]

@mm2 

Great result your perseverance paid off eventually well done