Why cant BT send a text to my new mobile yet?

[GillyFB]

I am 81 years of age - so your patience will be appreciated. I hope I have selected the right Forum - thank you.

I have changed to a new mobile.  On 14th May I spoke to BT and said that I have a computer tech who needs to check my laptop.   My old mobile was 'hacked', hence, new mobile so not using old one at all.

I asked that they change my account to the new mobile number and they confirmed that my records have been changed.

But ... when I log onto BT they want to send me a text to my old number.  I have called them several times and so it has gone from give it an hour for system to update, then it can now take a week to 10 days.

Last Friday I phoned and asked when can I see my new mobile number when I log on - he suggested - they use my hacked number to send the code?!  So here we are 12 days later and no further and want me to use a mobile I have stopped using.

[gg30340]

You appear to be getting the run around by BT Customer Services so I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

[GillyFB]

Thank you so much for your help.  I really feel now is not the time for me to be held up getting my laptop looked at.  All I need is BT to tell me exactly what their issue is and be truthful.   They have confirmed my new mobile is on the system on 14th May.

In another of my 'chasing' phone calls I was told he thought that they only corrected 'one tier' of updating my new email and would look into it.   

Another one told me that to give it an hour and it should be OK and I will see my new mobile number.  If I didn't to phone the tech dept which I did.   I think it was on 150,  he was truthful and said they had an issue for about a week.  

I phoned  back again and told them I knew they had a problem and it could be a week to 10 days.  So they are still looking into it I guess.

On Friday 22nd May - it really annoyed me to be told they wanted me to 'charge up' my 'old?!' hacked mobile and they would send a text there.  Is that really the only solution they can offer me?  (At this point in time I don't think that is wise.) 

Hopefully your moderators can find out what is really happening.  Thank you again - I am really grateful.

[Chris__S]

Hi @GillyFB 

I'm sorry to hear about your experience. 

I can only imagine how frustrating it is when you need the confirmation text to be sent, but we still have your old number on file.

As you've already raised this issue to us, you can make a complaint.

A member of our complaints team will then pick up your complaint and raise a case for you.

Although we don't have access to customer accounts here in the BT Community, if you give us another call, a guide can take some details and give you an update.

Chris S

[GillyFB]

Thank you - I really am too tired to make a complaint at this point in time - I just want my new mobile number recorded correctly and a text sent to it.   

I have a computer company waiting to help me since 11th May, as besides them hacking my mobile they also did my computer emails.  My bank cards now stopped and I have 3 incidents registered with Report Fraud.   Why should I want a text sent to a hacked mobile???  

1. On 15th May - Adam on 0800 141 2986 assured me that my new mobile number was recorded.  

2. The number above is the one I have used because up to 31st March 2026 - I had a complaint raised because BT changed me to digital after I renewed my contract.  They never explained that was happening and on the day the new contract started I was completely cut off - no landline - no internet.   It took three techs to come to our home and couldn't sort out the issue after many, many hours contacting them on a mobile where the signal here is poor.  I insisted it was an Openreach engineer came as I was convinced they had disconnected me at the 'exchange' and it was nothing to do with all the new equipment that I had to attach to the hub, etc!  I was correct! The BT Ref: C10001498424. (So on 5th day I got a phone and internet back.) 

3. Conclusion - after then being in touch with Executive Complaints  that is the number I used for this problem although I did use 150 - think it was - for Tech and got confirmation there was trouble at their end.  So went back and confronted those on 0800 141 2986.

To conclude - can you explain - give us another call.  Surely I have done enough calls and listened to enough music, etc, etc. I want someone to own this complaint what is the best route for me to take now? Thank you.

Note: Just looked at my notes and one tech, I have his name and I think it was the 20th , said my new mobile was on the 1st System but not on the 2nd system and that needs updating.😠😠😠

[Chris__S]

It does sound like you've been through a lot of hassle already @GillyFB , I'm very sorry about your experience.

Understandably, you'd be hesitant to give us another call or make a complaint; however, we don't have access to any customer accounts here in the BT Community, so we can only signpost you in the right direction.

Chris S

[GillyFB]

Thank you Chris.

I could write a lot more about how I am finding BT dealing with someone like myself at 81 years of age.  I just feel if they have a problem with their system, some seem to feel that instead of accepting it and apologizing they go on the form of trying to put the blame onto you.  Well still no further but the call this morning he was able to send a pin to my new mobile - soooo maybe their system is slowing beginning to work. 

(He really could not understand why,  in our call last Thursday/Friday, why I didn't want to charge up my hacked mobile, with a SIM that had been cancelled to receive his pin?! )  

[Katie_B]

Thanks so much for updating us @GillyFB. 

It's great to know the PIN has now been sent to your new mobile. 

I'm sorry that this has taken some time to get to you. 

Katie

[GillyFB]

Thank you Katie - but that doesn't help me.

It is my BT email account that has been hacked.   Finally, as I said,  they have sent a code to my new mobile.

But I still cannot get onto my account online.  I have just spoken to one of the 'agents' now assigned and I really find him intimidating.  But he NOW has admitted 'back office' are doing all they can to get my info working correctly i.e. when I log into BT. 

This issue I realize happened  by 14th May when a tech told me they had problems and I asked how long and he said about a week.  

So to summarize BT will now accept my new mobile and has admitted they still have a problem in 'back office' so the computer company who will 'clean' my laptop cannot do anything until BT have sorted out their issue in 'back office'.

I think BT should have a dedicated help line like the banks for people over a certain age.  Rather than make people like me coping with being hacked  are the ones at fault.  

[Katie_B]

My apologies, I was unaware you still had no access @GillyFB.

We don't wany customer to feel unsupported.

If a ticket has been raised our back office team are in the best position to look into this further. 

Finger's crossed this is fixed soon until then please be sure to keep us updated. 

Katie