Problems with BT - suggestions please

[Derek Smith]

I've been unable to access my BT account details since April this year. The help desk has cut me off twice, some BT emails refuse to open, and I'm getting a sore ear from holding my phone to it. I've been unable to access my itemised bills, not to mention offers when it was renewal time. Their contact systems are appalling.

I've had no problems with BT since I was advised to use them by A G Bell, but I'm considering changing supplier. I currently have the full broadband, TV and EE phone package. It all runs well enough but there are, according to Which?, better and cheaper providers. I have full fibre installed.

I'm happy with EE, the coverage in my area, and those I regularly visit is great. However, if I can't check my bill . . .

Broadband and TV is easy enough to replace, especially with the help of Which?, and I can find an alternative email service provider, but changing phone provider, phone numbers, and all that fills me with dread. I'm bound to forget someone important.

Any advice welcome, as is a cure for frustration. I'm in the process of complaining to the ombudsman.

Mind you, how can I cancel BT without having access to my account?

[Condi]

If you move your mobile contract to a new provider your number can/will move with you - simply ask BT/EE for a PAC code and give that to the new provider, in 1 day it will move across and nobody will even know you've changed.

For your email, is there a free email with BT? You don't really want to be changing emails unless you have to, I would have thought BT would offer a basic one for free even for customers who had left.

[megaphone]

Why can't you access your BT account? Wrong password? Have you got the EE app on your phone? Can you access that?

As above porting your existing mobile number to a new provider is easy. Ditto your home number if you still need it. But as you have found you'll likely need access to your BT account.

Never use an email service provided by an ISP, it ties you to that provider. Get yourself a Gmail account and start moving stuff over now.

Edited by megaphone on Friday 18th September 07:40

[Sheepshanks]

Try asking on the BT Community forum - it's a bit random but the mods there will sometimes pick stuff up and get it dealt with.

https://community.bt.com/

[Derek Smith]

megaphone said:

Why can't you access your BT account? Wrong password? Have you got the EE app on your phone? Can you access that?

As above porting your existing mobile number to a new provider is easy. Ditto your home number if you still need it. But as you have found you'll likely need access to your BT account.

Never use an email service provided by an ISP, it ties you to that provider. Get yourself a Gmail account and start moving stuff over now.

Edited by megaphone on Friday 18th September 07:40

When I put in my ID and password, I get the fault window telling me one of them is incorrect. If I try to change the password I'm told my email address doesn't exist, this despite still receiving emails from BT at that address. Some emails refuse to open.

Sheepshanks said:

Try asking on the BT Community forum - it's a bit random but the mods there will sometimes pick stuff up and get it dealt with.

https://community.bt.com/

If you go onto the forum and search for Unable to access My BT you will find I'm not the only one to feel frustrated with BT's inability to help. There's a lot of us. I know BT has a large number of customers, and the percentage having problems is low, but when one of them is you, excuses don't matter so much.

[alscar]

For my old landline now digital voice whilst their portal recognises my user and passwords it has always refused to accept / add the account details.
I gave up trying to speak to someone about it.
Whilst it costs me £12 per year to receive bills now once a quarter I’m quite happy to pay it but maybe that was deliberate behaviour from them ?!

[MrBen.911]

Have you ever used another email address to access the account? At one point, my email was our BT login, but all email updates etc would go to my wife! So don't presume the one the messages come to is the login!

[Sheepshanks]

alscar said:

Whilst it costs me £12 per year to receive bills now once a quarter I m quite happy to pay it but maybe that was deliberate behaviour from them ?!

Does that appear as a separate charge on your bill?

I’ve heard of them doing that, but I’ve never been charged it unless it’s rolled into monthly price. I pay exactly what the standard rate appears to be, less a monthly discount - maybe I get less discount?

Oddly they did tell me it was going to increase in price by £3/mth from May (I think) but it went up £4 exactly as advertised.

[Derek Smith]

MrBen.911 said:

Have you ever used another email address to access the account? At one point, my email was our BT login, but all email updates etc would go to my wife! So don't presume the one the messages come to is the login!

Thanks for the suggestion, but I've tried them all. I am allowed to change the password on them, but not my main one.

The £12 pa might be worth it, and maybe more so with my complaint. I will say given their dreadful customer service, I expect it free of charge.

[alscar]

Sheepshanks said:

alscar said:

Whilst it costs me £12 per year to receive bills now once a quarter I m quite happy to pay it but maybe that was deliberate behaviour from them ?!

Does that appear as a separate charge on your bill?

I ve heard of them doing that, but I ve never been charged it unless it s rolled into monthly price. I pay exactly what the standard rate appears to be, less a monthly discount - maybe I get less discount?

Oddly they did tell me it was going to increase in price by £3/mth from May (I think) but it went up £4 exactly as advertised.

Yup the £3 appears each quarter when the paper bill arrives.
They tell me on the same bill that I could save £3 if I switch to paperless and then we get back to square 1.