Sections of my account inaccessible

[alan_mc]

 

 

Hi, reaching out in the hope a mod can help.  

Currently I'm unable to view my bills or my flexible tv under my products.  Broadband works fine but there is something screwy with my account.  This is the same on app or website which suggests account related rather than device.  I just keep getting the message "sorry, we can't show your details right now......".  This has been the same for over a month now.

I contacted bt who opened an investigation but I just got a message to say they haven't heard from me ? so they are closing the issue.

Mods here tend to be more successful in driving a solution, so hoping they can help.

[Linzi_H]

Hi @alan_mc 

I'm so sorry this has been ongoing for a month now, and I know you'll be eager to get this sorted to manage your services online. 

Please contact us back, and if this needs further investigation our team will escalate this for you. I'm afraid we have no account access within the community to be able to review this.

Linzi 

[alan_mc]

Hi,

I called and have raised a complaint and was told I would get a call back last Friday which I didn't.  I noticed through the app that an error was coming up saying subscription not found GJ910.  I've looked at other posts on here and have checked I'm signed up as account holder etc.  and followed all the steps previously suggested.  The person i spoke to said they needed to bridge my account as my id had been cancelled and recreated during t/shooting and had caused a disconnect but that was over a week ago.

[Lesley_W]

Thanks for popping back with an update @alan_mc 

I'm sorry you haven't had the call back you were expecting. If they have logged a complaint, it will be being investigated and I appreciate this is taking longer than expected. Did they give any timescales for how long the process to bridge your account would take?

Lesley

[alan_mc]

No ETA given but issue still present.

[Leanne_T]

Hi @alan_mc 

Thanks for coming back to us. 

I appreciate you keeping us updated and hope this is sorted soon for you. 

Leanne. 

[alan_mc]

Still no updates and this issue is preventing me from using app to schedule recordings also.   Do mods still escalate these issues?

[Leanne_T]

Morning @alan_mc 

I'm sorry the community team have no account access to get this looked into for you. 

I can see you have mentioned a complaint has been opened, once the team do have an update on the complaint and the account issue, they will contact you to let you know. 

If you would like to discuss the open complaint, please get back in touch with the team and they can look into this for you. 

Thanks very much. 

Leanne. 

[alan_mc]

Complaint was closed with no contact.  I have reopened it on complaints page.  Not sure why it was marked as resolved as same issue remains