Unable to view bills or products on My BT for over 2 months

[SarahB15]

I am able to login to My BT on the app and web. However, since early July I have been unable to access my bills or any of my BT products. It comes up with an error message each time 'unable to access these services at this time'. I have spent hours on the phone and online trying to resolve this with BT. I raised a complaint, which they just deleted after a week and marked it as 'resolved'. Each week, they send me the same message, which says: We're still working on a problem affecting our website and app. Your issue is connected to this and under investigation.

They never say how long this is going to take! It's beyond frustrating now. Have just raised another complaint so will see what response I get to that. Anyone else having similar issues?

[Chris__S]

Hi @SarahB15 

I'm very sorry to hear about this, and I can completely understand your frustration.

The fact that we are repeatedly advising that your issue is linked to an ongoing website or app problem suggests it may be part of a known back-end fault rather than an issue with your device or browser.

It's good news that you've raised this as a complaint, as a member of our complaints team will get this looked into for you and contact you as soon as possible.

Chris S

[SarahB15]

thanks for your reply Chris, hoping to hear from someone at BT soon regarding this.

[chrisjp]

Don't hold your breathe! You'll probably find the complaint is marked as "resolved" again within a few days.