Sorry, we can’t get your account details at the moment

[Chris__S]

That's understandable @RogeeP I really want this to get sorted for you, so I'd recommend giving us a call, and then one of our guides can get the account linked.

If the account is in your dad's name, they may need to speak with him to get the account verified, then they'll be able to speak with you.

To speak with a guide, you'll just need to dial 150 from a BT mobile, or 0330 1234 150  from any other phone or landline.

You can find a link to our Contact Us page here

Chris S

[RogeeP]

Thanks Chris, we wanted to avoid any phone calls ideally as my Dad is deaf and I have acute tinnitus which is very painful - plus we both have a painful joint condition so cannot sustain a phone conversation / being on hold etc.  We don't live near to each other so it's awkward to get organised. It's surely a technical fault so will it just rectify itself eventually? I appreciate your help and sorry to be awkward but an online solution would be favourable. 

[Christopher_G]

Hi @RogeeP 

Have you tried the 'message us' option on the contact us page? That might be a bit easier for you to use. Hopefully they can help you get the issue sorted so that you can pay online.

Chris

[RogeeP]

Thanks so much Chris, will give it a go. Thanks again for the link earlier, really helped.

[Basemetal]

This has been ongoing for us for  three  months now  -ever since I received a message instructing me to change my longstanding original username for an email address username -with BT Help acknowledging the problem is purely at their end . I get periodic texts telling me they're still 'working on it'.   I can't access my details to check bills or read offers, and my contract is coming up for renewal soon ... so I don't think I'll be renewing.

I did just read about and try to install the Android My BT app on my phone as it is supposed to be independent of the website, but the installation crashes after password  check just is it says " a few more details"... then shows me the password entry screen again.

Is anyone else in the same boat? I can't believe how indifferent BT is to this failure of service.

[Chris__S]

Hi @Basemetal 

If you're still receiving the message 'we're working on it' after 3 months, then that's far beyond what most customers would consider a reasonable resolution time.

Given the length of time this has been unresolved, I'd suggest giving us a call so a guide can get this escalated further for you.

Chris S

[Basemetal]

Thanks Chris, will do.