Since I upgraded to fibre last May MyBT has shown my package as Superfast Fibre albeit referencing the fact the average speed was 36Mb even though I was on the 55/10 product.
I have just received the free speed boost to the 80/20 speeds but MyBT is now showing the package as being Superfast Fibre Essential Unlimited - which it has never been. Is there any way to change this to reflect the correct package as being Superfast Fibre or should I accept it as being yet another MyBT glitch which hopefully doesn't really cause any problems.
@PaddyB Well I composed my pm , clicked the send message and got this
It hasn't been sent but I do have 12 sent messages from the past - is it these causing the problem ?
I have just deleted a message and have now been able to send the pm. Is there supposed to be a limit on saved sent messages at all ?
Hi @conrad ,
That is strange I'll have to get that investigated as there shouldn't be a limit on the number of PM's.
I can see that I have received your PM and I'll update you as soon as we've had a chance to look at your case.
@PaddyB I have activated MyBT with a new password and logged back in but it still shows this
I can also access all usage stats as well - when setting up it indicated that it may take up to 48 hours for this to show.
@PaddyB The billing account timeline shows this
The above is shown when you look at the timeline for the last three months without filtering anything. As soon as you change anything like extending the search period to 15 months it shows this
Only the Feb bill is ordered. I have no idea what these ordered bills are about as I haven't ordered anything but the 2 March date could be something to do with you and the 5 March may be me since I downloaded the Feb bill to see if the file was downloaded with a current date (which it was)rather than the bill date - see message 11 on this thread https://community.bt.com/t5/Bills-Packages/Bill-download-option-greyed-out/m-p/1917543#M105746
Things seem to be a bit of a dogs dinner at the moment
I have been looking back at past orders and it appears the one on 22 July is what is causing the problem. This was a straight recontract of the existing one to stay at the same cost to avoid the September price rise. The new contract runs from 14 September. On the order it is shown as being Superfast Fibre Essential Unlimited so I assume this is what MyBT is picking up but I have no idea why this package is being shown as it doesn't reflect the actual connection I'm on.
@PaddyB I have had a ferret through my files and found this copy of the recontract in Sept 2018
I remembered that I had queried way back in July when the order had been placed why did it show the 36Mb average and was told not to worry as the system frequently did this and should correct itself when the order cleared - this is on the MyBT orders ( not any emails). At this time there was no evidence of the Essential Unlimited package being shown.
So to me the original order details have been subsequently changed for an unknown reason and therefore the error was created at that point .
I am out for the rest of the day unfortunately.
@PaddyB The package is now showing the correct Superfast Fibre Unlimited with av speed of 50Mb.
The order for 22 July 2018 has also been amended to show the correct details.
The billing timeline still shows the the erroneous copy bills ordered.
I presume that you have been able to sort things out and thank you very much .
Are you able to throw any light as to why the Essential package was even displayed.
However I do have a gripe which is to do with what has happened as follows - I personally think that the oder timelines etc should show a correct narrative of what happens and changes to orders etc should be displayed as an event on the timeline. By amending the narrative any evidence relating to a potential dispute gets overwritten although some other narrative should exist - I just prefer to have an unadulterated sequence showing the revisions.