Frequently asked questions about Alerts

  1. What is an alert?
  2. How do I receive an alert?
  3. How often will I receive alerts?
  4. How old is the alert data I'm viewing?
  5. I can only see calls over 50p. Can I get calls under 50p?
  6. I have more than one account. Can I view alerts for all my BT accounts?
  7. I have landline and mobile numbers on the same BT OneBill. How does this work?
  8. Are the call charges the same as the charges I will see on my bill?
  9. What type of calls will I be alerted to?
  10. What alerts and thresholds can I set up?
  11. Can I set up alerts for other users to receive?
  12. Can I see previous alerts that you've sent me?
  13. Do the alerts take into account any discounts or special offers that I've got?
  14. How do I amend an alert to change the threshold?
  15. How do I convert Kb to Mb?
  16. How do I set up, manage, and cancel alerts on my account?
  17. How do I set up an alert so that I'm made aware of calls over a particular value?
  18. Some of my alerts aren't triggering?

 

1, What is an alert?
An alert is an automatic notification that tells you if you're heading for a potentially high bill (so you can do something about it before it's too late).
You can set up an alert for when -

  • call charges hit a certain level
  • there are Premium Rate numbers on the line
  • someone's making calls when your office is closed
  • calls are longer than a specific duration



2. How do I receive an alert?
It's up to you. We can either send you an email or a text.



3. How often will I receive alerts?
We'll send you one alert when you breach any of the thresholds you've set up on any of your phone or mobile numbers.
The exception is when you've set a ‘high cost' threshold. In this case, we'll send you an alert each time you breach the threshold on any of your phone or mobile numbers (for which you've set up alerts, of course).


4. How old is the alert data I'm viewing?

It's from 7.30pm yesterday (regardless of weekends, holidays, and whatever).  


5. I can only see calls over 50p. Can I get calls under 50p?
Yes, you can set the thresholds to whatever call level you fancy.


6. I have more than one account. Can I view alerts for all my BT accounts?
Maybe: it depends on which of our billing systems you're on. Take a look at your account online and, if you can set up alerts on it, you'll be able to. If that particular account doesn't support alerts, you won't be able to set them up.
You can set up alerts on as many alert-supporting accounts as you want.


7. I have landline and mobile numbers on the same BT OneBill. How does this work?
We'll send you one alert when you breach any of the thresholds you've set up on any of your phone or mobile numbers.
The exception is when you've set a ‘high cost' threshold. In this case, we'll send you an alert each time you breach the threshold on any of your phone or mobile numbers (for which you've set up alerts, of course).

8. Are the call charges the same as the charges I will see on my bill?
No.  These are raw charges that haven't been through our billing process and are therefore indicative-only (if you've got any discounts on your account, these won't be included in the indicative figure).


9. What type of calls will I be alerted to?
Calls made from your landline or mobile that breach thresholds that you've set.
You can set up an alert for when -

  • call charges hit a certain level
  • there are Premium Rate numbers on the line
  • someone's making calls when your office is closed
  • calls are longer than a specific duration (unfortunately we can't set up this alert on all landline numbers at the moment)


10. What alerts and thresholds can I set up?
You can set up alerts based on -

  • Call duration
  • Time of day
  • Calls to premium rate numbers
  • Cost

11. Can I set up alerts for other users to receive?
Not yet, alas (but we're working on it …).
At the moment we can only send alerts to the person registered to receive the alerts.
In the not-too-distant, though, we'll be able to send alerts to multiple addresses and mobiles. 

12. Can I see previous alerts that you've sent me?
Yes, you can see them going back to the date of your last bill.

13. Do the alerts take into account any discounts or special offers that I've got?
No, they're just based on the raw billing data.


14. How do I amend an alert to change the threshold?
Sorry, you can't amend an alert. But you can cancel it and set up a new one (or as many as you need).


15. How do I set up, manage, and cancel alerts on my account?
This depends on which of our online sites you are on, Find out how.

16. How do I convert Kb to Mb?
You might want to reach for your calculator here: 1 Mb= 1024 Kb

17. Can I set up an alert so that I'm made aware of calls over a particular value?
Yes you can. Learn how to do it..


18. Some of my alerts aren't triggering?
We're aware that some of our customers have been having problems with their alerts, including alerts not being triggered.

We're investigating this and will fix it as soon as possible. We're sorry for any problems this causes you.


















 

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