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.