Unable to view products, bill or usage.

[onlineallthetime]

Hello

On 16th September I contacted Customer Services to log an issue.

Today is working day seven and I have not had any communication from the team it was escalated to.

My account has an old and a new account listed and when I login in through a browser I am greeted with the following.

Sorry, we can’t get your account details at the moment
We couldn’t find any account details for that BT ID. Please try again.

I have not been able to view my bill, usage or products.

[DavidM]

Hi @onlineallthetime and welcome to our community.

Sorry you're having problems viewing your products and details. I can find out what's happening with this. I've dropped you a private message so please reply with the details and we'll take it from there.

Cheers

David

[onlineallthetime]

Afternoon

I replied to the private message on 26th Sep with the requested details however I have not received any further communication.

Is it possible to get an update please?

[PaddyB · Accepted solution]

Hi @onlineallthetime,

Thank you for posting. I'm sorry you haven't had a reply from the team yet. 

I've checked our queue and I can see that we have your details. There are a few cases ahead of you in the queue and we'll reply as soon as your case reaches the top of the queue.

If you need this sorted right away, please give BT a call on 0330 1234 150. 

Thanks,

Paddy