My BT shows an old account - and can't see "My Ext...

Question

Hi community members.
I have just returned to BT after previously having using them for telephone until Oct 2012. I had a separate broadband provider. Now I have gone back to BT and ordered Infinity.
As a first step, my phone account was changed over. The Infinity order went through separately.
I got an email relating to Infinity telling me that I need to sign in using "the email address that I had provided with the order". It so happened that this was also the email address I used when I previously had an account with BT, so I used it and it was recognised (after a password reset).
So now my phone and broadband are working, but when I go to the My BT page, it shows the details of my account as at October last year, and some error message which prevent me going to the "My Extras" page as below.
I tried live chat for help but they just said that it is a "website problem" and to wait 48 hours. Has anyone else experienced this and if so, did it fix itself?
thanks
Due to a system error we can't display your product information. We are working to fix this for you as quickly as possible.
If you need access to the broadband usage tool in the mean time, you can access the page through this link:
Go to the Broadband usage tool >
My Extras
We can’t retrieve your Extras, either because you have a calling plan or a broadband service in this account or because you are not the account holder. Please let us know if you do have a calling plan or broadband service in this account and you are th..., so we can amend your profile.

Answer 1

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3/5 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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