Having some issues that several phone calls to customer support have failed to resolve. Hopefully someone here can help.
Signed up for BT broadband using the same email address that I had used many years ago on a long since closed account. When I log in to My BT on the website it defaults to the old closed account, and the account select in the top right doesn't work except for on the Your Details pages. After switching I cam then view my bills, but trying to access the Your Products section switches me back to the old account, so I'm limited in what I can access. If I use the app then it does default to the new account (old one doesn't even show), but trying to then access anything (bills, products, etc) displays an error "Sorry, your billing and usage isn't available at the moment. We're just fixing a fault with My BT, so please try again later." It's been two weeks, the same error still shows.
I have been able to add a second BT ID to the account as an account manager, which can then access the Your Products section, which I'd be willing to settle with, except this whole time I've also been unable to claim my rewards card. Trying to access the rewards with the original BT ID first gives me an account select where the new account doesn't display properly. (Numbers censored in the image).
The first option is the old account which takes me to a page saying I have no rewards available. The second option takes me to an empty page, with just the website's header and footer. Same thing happens on different devices and browsers.
Trying to access the rewards with the new BT ID sends me to the add an account page.
Trying to add the second BT ID as the main account holder also doesn't work. I get as far as the "What would you like to do with your other BT ID?" page, where picking either option just reloads that page.
So far, customer support have resent me the email to claim my rewards card; told me to add the new BT ID as my main account despite me telling them it doesn't work; told me to hang up the phone, try what I just did again, and call back if it doesn't work (twice); contact the company who sends out the rewards cards (they just sent me back); redirected me between call centres; and I once got through to the same person who immediately hung up on me.
What else can I try?
Hi @FauxBlue,
Thank you for taking the time to post back with your solution to benefit others.
It's great to see that you have everything working.
Take care and have a great day.
Thanks
DanielS
