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SimonBu
Beginner
962 Views
Message 1 of 7

Unable to order mobile as Old Landline number is shown in account, unable to change

change number on account

I am trying to place an order but get the error below as my bt account telephone number needs to be updated.  However the instructions do not match what I can see on screen.

Why was this number not changed when I moved home and how can I do it now?

Also, address needs to be changed to reflect a change to the house name.

We're sorry...

As a security precaution we've stopped your online journey as the landline number in your My BT account is different to your actual number. To update it, please take the following steps:

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6 REPLIES 6
Matt-S
Moderator-Retired
943 Views
Message 2 of 7

Re: Unable to order mobile as Old Landline number is shown in account, unable to change

Hi @SimonBu,

Welcome to the Community and thanks for taking the time to post.

A customer My BT account is managed by the customer so we don't change the phone number on the account when a customer moves house.

It looks like MyBT has changed the layout a little since them instructions were posted.

Once you are logged in and on the page titled "Your Homepage" you will see two menu bars at the top. One is larger and purple and the other is white and just below. 

If you click on "your details" on the smaller white menu bar you will be taken to another page which has the option to edit the details down the right.

Let me know how you get on.

Thanks

Matt

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SimonBu
Beginner
939 Views
Message 3 of 7

Re: Unable to order mobile as Old Landline number is shown in account, unable to change

This does not display my tel. no. or allow me to change it.
The options I have are
Edit personal details: Name, DoB, password
Edit BT ID details: username, password
Edit recovery contact details
Edit Security question and answer
Marketing Preferences
More about you.

NO reference to telephone number. Therefore, I could not change it when I moved house (and just why would you need an old, cancelled and obsolete number to remain) and I cannot change it now. Therefore, I am unable to order a mobile phone.
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Matt-S
Moderator-Retired
931 Views
Message 4 of 7

Re: Unable to order mobile as Old Landline number is shown in account, unable to change

@SimonBu

In that case, it would be best to call our retention team on 0800 800 030 who will be able to order the mobile for you and update your account information.

Thanks

Matt

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M4tty
Beginner
557 Views
Message 5 of 7

Re: Unable to order mobile as Old Landline number is shown in account, unable to change

Did you ever get this fixed?im having exactly the same issue
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SimonBu
Beginner
548 Views
Message 6 of 7

Re: Unable to order mobile as Old Landline number is shown in account, unable to change

Yes, I eventually ordered the mobile by 'phone and after this was completed the assistant put me through to another department who appeared to understand the issue and said they had corrected it by removing the old number from my account.  However, I have not been able to check this. You certainly cannot do this yourself on-line as I was told in two previous calls.  Good luck!

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M4tty
Beginner
542 Views
Message 7 of 7

Re: Unable to order mobile as Old Landline number is shown in account, unable to change

Thanks for replying,think i will need to do the same.Been on the phone and the bt person I spoke to was unable to fix the problem.Not the first time bt customer services have been unable to fix a issue their end which is frustrating as their product and services are all good other than this part!Thanks again