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azim
Beginner
284 Views
Message 1 of 16

Itemisation

I would like to have my bill fully itemised for phone and mobile calls and texts (including "free" and below 50 p). I used to get the details before.

I have made the suggested changes through mybt and talked to customer services but still can't see the details my calls and text itemised. Having trying for days and I always get the following message in red:

"Sorry, but we're unable to show your usage right now. Please refresh the page or try again later."

Help please. 

0 Ratings
15 REPLIES
conrad
Recognised Expert
265 Views
Message 2 of 16

Re: Itemisation

The free phone calls will never be itemised probably because of client confidentiality regulations since all the "sensitive" help lines are free and to protect any caller ringing those numbers from where ever they are such numbers are never displayed . You shouldn't have had the free calls itemised previously because of this and if they were then BT would have been in breach of some regulation.

azim
Beginner
252 Views
Message 3 of 16

Re: Itemisation

Sorry. By "free calls" I mean the calls within my plans (monthly allowance) 

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Brunopaul63154
Contributor
249 Views
Message 4 of 16

Re: Itemisation

This is not correct. Up to a few days ago all calls both free and charged where shown.

The message which comes up in red states   "Sorry, but we're unable to show your usage right now. Please refresh the page or try again later."   It does NOT state that free and or chargeable calls will no longer be shown.  If this was the case  then the message would /should have stated this.

In any case BT  can easily identify all non chargeable dialling codes  and if  they  so wished could exclude them from usage detaills.

That is my opinion for what it is worth!

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Moderator
Moderator
250 Views
Message 5 of 16

Re: Itemisation

@azim Send over your details on the 'click here to contact the mods' link and we'll be happy to help. You can find the link by clicking on my username.

Thanks

Neil

Community ModeratorNeilO
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conrad
Recognised Expert
221 Views
Message 6 of 16

Re: Itemisation

@NeilO  Is there a known fault with the calls analysis as all I get for my current and last months usage is the message in red as well. I first got the message yesterday.

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Moderator
Moderator
210 Views
Message 7 of 16

Re: Itemisation

Hi @conrad We are not aware of any issue affecting call usage. If the issue is still persisting tomorrow please post back and we will be happy to look into this further for you.

Cheers
John

Community ModeratorJohnC
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conrad
Recognised Expert
184 Views
Message 8 of 16

Re: Itemisation

@JohnC2   still got the message just now . The bill will be raised in the next 6 days.

Call analysis fail.PNG

 

 

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Brunopaul63154
Contributor
176 Views
Message 9 of 16

Re: Itemisation

But surely  someone in BT must be aware  that there is a problem!!!

I can get as far as the page which  has a circled message saying , e.g."30 calls so far, 22 days to go."

However when I then select the option to  "SEE ALL CAllS"  I then get the message in red saying  "Sorry, but we're unable to show your usage right now. Please refresh the page or try again later.".

I have  two accounts, one in London and one in the North West and both have the same problem

THIS HAS BEEN GOING ON FOR DAYS.  HOW CAN BT SAY THEY ARE NOT AWARE OF ANY PROBLEM?????????

(I suspect that there has been a software update which has not been properly tested before going live).

 

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Moderator
Moderator
161 Views
Message 10 of 16

Re: Itemisation

Hi Everyone,

I'm sorry to see you're having problems when trying to view your usage in MyBT.  I've raised this with the BT.com team for further investigations and as soon as we have any updates we'll post back here.

Thanks

Neil

Community ModeratorNeilO
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