Bt app

[Chassis_001]

Since going live on 15th October I have been unable to access cyber connect or parental controls. I have spent several hours chatting to technical help with no resulting action. I have an incident number C10004831883. Now pulling my hair out in frustration.

[Alex_H]

Hi @Chassis_001,

Welcome to the BT Community

I am sorry to hear you are having an issue accessing your  account in the app, I take it the same issue is effecting the website as well as the app? 

I appreciate it can be frustrating dealing with issues like this, have our technical team advised they are still looking into this incident? 

Alex

[Chassis_001]

Hi,

Yes, I have spent many hours talking to the tech team on line. Keep saying someone will contact me last Friday and again today at 12.00 but no call. Have incident number C10004831883.

[Alex_H]

@Chassis_001 I am sorry to hear you did not get an expected call back today, if the incident is still open it does sound like it is still being worked on, we have no access to your account via this Community to check it and provide an update unfortunately. 

If you have not heard anything I would recommend giving our technical team a call and they can check the incident for you and confirm what the latest update is for getting this fixed.

Alex

[Chassis_001]

Thanks Alex, what's the best way to contact them

[Alex_H]

@Chassis_001 You can call our technical team on 150 from a BT Mobile or 0330 1234 150 from any other phone.  They should be able to check for any further updates and make sure this is something still being worked on, and hopefully resolved soon for you.

Alex

[Chassis_001]

Every time I try that number I never seem to talk to anyone, just end up with on line chat which takes a long time. I would love to know the sequence I should follow so I can speak to a person.

[Alex_H]

@Chassis_001 If you press option 1 when you first call it will send a link via text, you hang up the call, open the link and select Home phone and Broadband then Faults, then Speak to Us and you then press Launch and it will take you back to call and get straight to the right department.

Does that work when you try that? 

Alex
 

[Chassis_001]

My issue has not been resolved. I have no way controlling cyber protect or parental control from the bt app. Just spent another 2 hours on the phone going round in circles. Problem has been going on for 2 weeks now.  How can this issue be escalated ?

[Alex_H]

Hi @Chassis_001,

I am sorry your issue is still ongoing. What was the update from your recent call, is it something they advised they are still investigating and will call you back or if not what happened? 

Alex