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Mac_71
Aspiring Contributor
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Message 1 of 10

SmartTalk not working after changing mobile phone

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We have had SmartTalk installed on two mobile phones for a while without any issues. My wife changed her handset and went through the process of removing SmartTalk from her old handset and registering it on her new one. The app was installed, although it took a few attempts to get the four digit code to be text to the handset as part of the registration process. The setup however will not complete. After a few days the 'setting up the account' page still appears. I have contacted BT via live chat, however they were unable to resolve the issue. I was transferred to a supervisor and the chat was disconnected. Can any one help please?

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Distinguished Sage
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Message 2 of 10

Re: SmartTalk not working after changing mobile phone

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There is some general advice on this page.

BT SmartTalk issues

 

This was based on information gained during the field trial, and may help.

 

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Mac_71
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Message 3 of 10

Re: SmartTalk not working after changing mobile phone

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Thank you. I think the process we followed was as described in the general advice link. On the new handset we received the ringback call and the install looks like it is almost complete. When I log onto MyBT and go into the manage SmartTalk option, it says "We are currently processing a previous request. Please come back later if you wish to make any changes to your BT SmartTalk service." Its been like that for a few days now so can't get into any SmartTalk options.

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Distinguished Sage
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Message 4 of 10

Re: SmartTalk not working after changing mobile phone

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Thanks for confirming that. It looks like the order is stuck in the system.

 

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Moderator
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Message 5 of 10

Re: SmartTalk not working after changing mobile phone

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@Mac_71 I'm sorry about the problems experienced setting up smart talk on your wife's new phone. If you send us over your details on the 'click here to contact the mods' link in my forum profile we'll be able to get a fault reported to the smart talk team so this can be fixed. You can find the link by clicking on my username.

Thanks

Neil

Community ModeratorNeilO
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Mac_71
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Message 6 of 10

Re: SmartTalk not working after changing mobile phone

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Thank you. I've sent over my details.

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Moderator
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Message 7 of 10

Re: SmartTalk not working after changing mobile phone

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Hi @Mac_71,

 

I can see that the app sent three instructions back to us on Halloween but the order never completed. I'm cancelling the three orders which will let me then place a new order to remove the number. The order should complete by Monday but I'll be checking your account again tomorrow. I'll be in touch.

 

Thanks

 

DanielS

Community ModeratorDannyS
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Mac_71
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Message 8 of 10

Re: SmartTalk not working after changing mobile phone

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Apologies for the delay in responding. The three orders dating 31/10 are still showing up on my account so I am still unable to setup BT Smart Talk. I wanted to place an online order for another BT service but these are preventing me from doing so.  Thank you.

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Moderator
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Message 9 of 10

Re: SmartTalk not working after changing mobile phone

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Good Morning @Mac_71,

 

That's no problem at all. Can you check it now please? I'll be off over the weekend but I'll be personally free until 3pm if you need me for anything else. Let me know if this has resolved everything for you.

 

Thanks

 

DanielS

Community ModeratorDannyS
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Mac_71
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Message 10 of 10

Re: SmartTalk not working after changing mobile phone

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Thankyou @DanielS, the problem is now resolved.

 

Thanks

 

Mark