BT App will not stay linked to account

[Alan_in_Hemel]

I have heard nothing further and the problem still persists. Is there any escalation route?

[Christopher_G]

Hi @Alan_in_Hemel 

I recommend calling our technical support team again to see if there's an update on the ticket. If you're not happy with how things are progressing, you can ask them to open a complaint on your account.

I hope it gets sorted for you soon.

Chris

[Alan_in_Hemel]

Before making the call I decided to uninstall and reinstall the App again to see if this solved the problem. I noticed that  My BT in the App Store was showing as being updated recently to fix: 'Minor updates for improved user interface'.

When I installed the updated App and logged in, my account number was immediately linked to the App.  BT have obviously fixed the problem but I am disappointed that no one came back to me to tell me this had happened!

[Christopher_G]

Thanks for coming back to let us know, @Alan_in_Hemel. I'm sorry that you didn't hear back about it, but I'm glad it seems to be working for you now.

Chris

[Alan_in_Hemel]

So today BT texted me to say my bill was available. I opened the BT app to again get the message telling me that no account is linked.  I am lost for words.

[Michael_D]

Hi @Alan_in_Hemel 

I'm sorry to hear that the problems have re-occurred. Did you ever hear anything back from the team after the last report?

Michael

[Alan_in_Hemel]

I have heard nothing back, so today I escalated the problem and raised a complaint. 

[Peter_W]

Thanks for the update here @Alan_in_Hemel.

Our Executive Level complaints team should investigate this one and manage your case, so please keep us posted on how you get on. 

You can also find details on our full complaints and escalation process here:

Our complaints code of practice

Peter

[Alan_in_Hemel]

I logged in today to check the progress of this complaint to find it was closed within one second of opening. The problem has not gone away, and I am still unable to use the BT App due to the account number not being retained. I re-opened the complaint using this wording: 'The problem has not been resolved.  I am still unable to use the BT App on my Apple devices as my account number is not retained and must be re-input at each time of using. This is very time consuming and not worth the effort. Please fix this and not just close the complaint without telling me.'

[Ali_A]

@Alan_in_Hemel 

It may take up to 7 days for the team to get back to you. 

Please keep us updated with how you get on. 

Ali