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Message 1 of 6

Can't access extras or account settings.

I can log into my account fine, view bill etc... but I can't access my account extras or my account settings e.g. parental controls etc... I spent 3 hours on the telephone yesterday to India and nobody could help. I was told to reset the hub, that hasn't worked. The final outcome was to 'leave it and it's probably just a glitch, it will reset in the next 24 hours'.

Any assistance would be great.

craigoliver488
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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Can't access extras or account settings.

Welcome to this user forum

 

It must be a glitch in the account system, because I get the same message about not being able to view the extras.

 

This is whay I see

 

Sorry something's gone wrong

There's been a problem getting your account details.
If you're the account holder, please call us on [0800 800 150].

 

Its not really a problem for me, as I do not use any of the extras anyway.

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Message 3 of 6

Re: Can't access extras or account settings.

That's exactly the message I get. The main issue is, in my naivety, whilst setting up my daughters new tablet I thought that the new strict parental controls I applied would just be for that device. Now myself and wife can't access social media etc... due to restrictions and I can't change the settings back as I can't access them.

This message:
Sorry something's gone wrong
There's been a problem getting your account details.
If you're the account holder, please call us on [0800 800 150].

Is the exact message I receive too, but nobody has a clue what to do on that number, I spoke to 5 different people yesterday!
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Message 4 of 6

Can't access extras or account settings.

I can log into my account fine, view bill etc... but I can't access my account extras or my account settings e.g. parental controls etc... I spent 3 hours on the telephone yesterday to India and nobody could help. I was told to reset the hub, that hasn't worked. The final outcome was to 'leave it and it's probably just a glitch, it will reset in the next 24 hours'

The main issue is, in my naivety, whilst setting up my daughters new tablet I thought that the new strict parental controls I applied would just be for that device. Now myself and wife can't access social media etc... due to restrictions and I can't change the settings back as I can't access them.

This message appears when you click on the links:

Sorry something's gone wrong
There's been a problem getting your account details.
If you're the account holder, please call us on [0800 800 150].

However, nobody has a clue what to do on that number, I spoke to 5 different people yesterday!
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Distinguished Sage
Distinguished Sage
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Message 5 of 6

Re: Can't access extras or account settings.

You should be able to access any blocked pages by entering your BT ID and password.

 

Parental controls are applies to all devices connected to the home hub, and BT Wifi hotspots.

 

I have asked a moderator whether they are aware of any issues at the moment with account linkage, which does neem to happen on a regular basis.

There could be an issue with the database that holds some of the account info, as its affecting both of us, and probably others as well.

 

 

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Moderator
Moderator
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Message 6 of 6

Re: Can't access extras or account settings.

Hi @Craigoliver488 & @Keith_Beddoe,

 

I've checked with our other channels and there doesn't seem to be a larger scale problem. I've opened our contact channel to you should you want our help with it instead. You can reach us by clicking on my user name and then on contact the mods. It'll take us a couple of days before we can reply to you but we will.

 

Thanks

 

DanielS

Community ModeratorDannyS
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