cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Aspiring Contributor
382 Views
Message 1 of 7

Account number confusion

I currently have a Broadband and Pay as you Go phone package and want to upgrade to the 500 minutes package which seems to cost an extra £5. So I have chosen Landline Manage  then Upgrade and then 'Select my bills' radio button but the account number that appears is an old one beginning "WS" (whereas when I log in to MyBT I see the new account number beginning "GB") and I get a message "this line is no longer used".

How can I sort this?

 

 

0 Ratings
Reply
6 REPLIES 6
Highlighted
Recognised Expert
378 Views
Message 2 of 7

Re: Account number confusion

Suggest you try to arrange the upgrade by logging in to MyBT and then select YOUR PRODUCTS, then landline MANAGE. 

0 Ratings
Reply
Highlighted
Distinguished Sage
Distinguished Sage
366 Views
Message 3 of 7

Re: Account number confusion

There is normally a dropdown option, where you can select the correct account number.

0 Ratings
Reply
Highlighted
Aspiring Contributor
360 Views
Message 4 of 7

Re: Account number confusion

Thanks Carlusha but same thing happens

0 Ratings
Reply
Highlighted
Aspiring Contributor
359 Views
Message 5 of 7

Re: Account number confusion

Thanks Keith - there is a drop-down option when I log in but the default is the new account number when I log in which is correct. The problem is when I choose "Select My Bills" the old account number appears and there is no way to change it.

0 Ratings
Reply
Highlighted
Distinguished Sage
Distinguished Sage
346 Views
Message 6 of 7

Re: Account number confusion

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.


Please bear in mind that with the current crisis, it could take a long time for one of them to deal with your request.

Highlighted
Moderator
Moderator
325 Views
Message 7 of 7

Re: Account number confusion

Hi @Inky,

Thank you for posting. If you send me in your details, I'll take a look at this for you.

I have sent you a private message with instructions on how to contact me.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

0 Ratings
Reply