My BT Problems

[gg30340]

How on earth could using fibre or copper affect this.  If it was a fibre or copper problem how has it just happened now and how is it not affecting every one of the millions of person who are still on copper or those that are on fibre. You are grasping at straws.

There was an update to the security on the BT systems then the problems started, do you not think that might have something to do with it rather than the copper or fibre theory!

[Shelley224]

@gg30340I have given up trying now. I have spent too much time trying to sort this out, it’s so frustrating.

They keep saying it is fixed when it isn’t. I have had to put my landline to Do not disturb mode, at least it stops the spam calls.  As long as my DD is being taken then fine. But it won’t be long until I come away from BT, had enough now. Don’t expect they will be offering a refund anytime soon. I’m not prepared to spend anymore time online with this, the agents haven’t got a clue 😩

[STX1300man]

I too had a legacy account. It was created when I was part of the IT side of rolling out Dial Up to the UK. I've been a loyal BT customer and pensioner ever since.

A couple of days ago I tried to login to MyBT and was FORCED to change my BTid to an email address. I did this and setup 2FA as guided through the process. I can now login BUT I'm greeted with the 3 dots rolling around and the page never fully loading. The Account in the top right corner says Inactive. If I click on Products it says it can't load them and try again later. My email accounts and Fibre Broadband are all working ok. This is problem with MyBT that must be affecting many others, but as usual BT fail to acknowledge or fix such things. I am reluctant to ring up and get the help line to "play with my account" as this is likely to make things worse and I have years of useful data I'd like to keep. Are the Mods on here escalating this problem to someone further up the tree than the Help Desk that follow set scripts?

[Shelley224]

@STX1300man @This is exactly what is happening to me. But now when I try and log in sometimes I get the three dots and account inactive thing but lately I am now getting access denied.

i hope there are some moderators on here monitoring these messages but I won’t hold my breath 😩

Quite frankly I’ve given up I have spent too much time on this already!!

[chriso57]

Thank you.  I was more leaning on the side of BT wishing to end accounts that are copper as the target from the government is to get rid.

I am curious why I had to stay online with them for three hours while they "delinked" and "relinked" the account to see if that would resolve the problem.  While they were waiting they did try to sell me a phone and as I cannot see the amount they are deducting this month where I and they knew there was an error on the billing, it has been advised that I will not be able to access the account for 72 working hours which is after the money has been taken out so I will find out by going on my bank account.  I can have a paper copy but only for a fee.

I will wait now and have stopped trying the password reset as it says "unable to authenticate" and I will pass on another three hours to "delink" and "relink" which they says fixes the problem but unfortunately does not.  My theory was as the speed was slower on copper (capped at 8.2) as to fibre and they said it was taking longer to do that on my account than usual they said perhaps it was timing out before they could effect the fix.

Either way, I am resigned to not being able to access it until after the end of April and find out what the actual figure is they are going to deduct when I see the direct debit taken out.

[chriso57]

Me too and I have been a customer since 1979.

I cannot understand why it took them three hours to "delink" then "relink" my account and they were insistent I did not disconnect.  Today my curiosity has halted at reviewing the Nick and Rav scenario!

It is a shame as they have always been a high standard and impeccable but I was not impressed to be asked to consider entering a mobile contract with them in those three hours.

I am resigned to moving and have started to migrate emails and have set up a new email address elsewhere.  I used the three hours to chat to friends and family to compare their experiences and what they have done.

I have accepted that the company I had an account with decades ago is far different with the changes in technology, business and support models.  I am resigned that we are expected to be portable and it isn't that they don't care if you stay or go as it is the norm now.

[gg30340]

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@chriso57wrote:

Thank you.  I was more leaning on the side of BT wishing to end accounts that are copper as the target from the government is to get rid.

It is not a Government initiative or target. It is Openreach who are upgrading the ancient copper telephone network and are moving to Fibre.

See link.

Openreach puts the stopper on copper | Openreach

My theory was as the speed was slower on copper (capped at 8.2) as to fibre and they said it was taking longer to do that on my account than usual they said perhaps it was timing out before they could effect the fix. Your theory is wrong. Any changes being made to your account are being made at BT's end not on your device at your end. It has nothing to do with you being on copper.

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[chriso57]

Thank you for updating me.

I am going by this: https://commonslibrary.parliament.uk/research-briefings/cbp-8392/#:~:text=The%20Conservative%20Party....

Nobody will be left behind and I believe moving to digital phones is a step towards rediness.

The slow response time on the chat lasting three hours must have been my connection but they were anxious not for me to disconnect whilst delinking and relinking but I just carried my device around me to answer when prompting whilst doing my cleaning tasks and then doing my email changes.

Either way, I will not get to see my contract and billing until after the next direct debit unless I agree to a fee for a paper version.

[cedge]

Still not working for me and still no word from BT.  I refuse to ring them and waste my time as this seems to be a global issue affecting all of their customers.

[Shelley224]

@cedge  Same for me. I’ve spent too much time on this already.

i don’t think the agents on line are any better than those on the phone.

I am just getting access denied all the time now😩😩