This topic

BT Wi-Fi sign in problem

EdwardG — Tue, 18 Aug 2020 11:33:58 GMT

I have had BT broadband since it came out. I have now downloaded the BT WiFi App. Trying to sign in on my phone with my MyBT ID (which is my @btopenworld.com email address) I get the message "Create a BT ID. You have entered a btopenworld.com log in. If this is not your BT ID for managing your account online, create a BT ID" but this IS the ID I use online and I cannot get beyond this message! Help please. I have checked that the password is the one that I use on MyBT.

Re: BT Wi-Fi sign in problem

Keith_Beddoe — Tue, 18 Aug 2020 11:37:20 GMT

Try changing the login suffix to @btinternet.com

The two are interchangeable, but the BT Wifi app only recognises the btinternet one.

Re: BT Wi-Fi sign in problem

EdwardG — Tue, 18 Aug 2020 11:48:50 GMT

Thanks - great idea but the response is "Unknown problem. There is an unexpected error causing a problem" Have re-tried after closing App - same result!

Re: BT Wi-Fi sign in problem

Keith_Beddoe — Tue, 18 Aug 2020 11:52:16 GMT

See if anyone else has any suggestions.

Re: BT Wi-Fi sign in problem

EdwardG — Tue, 18 Aug 2020 12:54:42 GMT

Many thanks. I have given up on BT support after over 20 minutes hanging on the phone in a queue.

Re: BT Wi-Fi sign in problem

pjtaylor — Tue, 18 Aug 2020 13:01:37 GMT

Double check the BT ID/email address with that shown under My Details on My BT as that caused me an issue.

Re: BT Wi-Fi sign in problem

EdwardG — Tue, 18 Aug 2020 14:21:08 GMT

Thank you but the email address in My Details is correct.

Re: BT Wi-Fi sign in problem

gg30340 — Tue, 18 Aug 2020 14:25:04 GMT

If you have had BT Broadband since Adam was a boy, to use BTWifi and log onto it you need to use the primary email address for that BT account. ie the email you were allocated or first used when you took out that broadband account.

Re: BT Wi-Fi sign in problem

EdwardG — Wed, 19 Aug 2020 10:10:39 GMT

Very interesting thought - during the switch from Yahoo to the new BTopenworld I did indeed lose my intial email address - they said it was already allocated though I could get no response from it - but as the ID on MyBT is the one I use now I doubt if they still have a record of it. If they do I would love to get it back!

Re: BT Wi-Fi sign in problem

gg30340 — Wed, 19 Aug 2020 11:19:04 GMT

Have you tried to use it as a log on on BTWifi?

Re: BT Wi-Fi sign in problem

EdwardG — Wed, 19 Aug 2020 13:58:17 GMT

Yes, it gave the same message about "Create a BT ID.

Re: BT Wi-Fi sign in problem

gg30340 — Wed, 19 Aug 2020 14:16:10 GMT

If it was an openworld address did you try it with the btinternet.com suffix?

Re: BT Wi-Fi sign in problem

EdwardG — Wed, 19 Aug 2020 14:28:51 GMT

Yes, Keith Beddoe suggested that in the initial response. It got the result "Unknown problem. There is an unexpected error causing a problem" Have re-tried after closing App - same result!

Just tried again now, same result

Re: BT Wi-Fi sign in problem

gg30340 — Wed, 19 Aug 2020 15:42:14 GMT

I think you will need to call the BTWifi help line 0800.022.3322 to see if they can help.

Re: BT Wi-Fi sign in problem

EdwardG — Wed, 19 Aug 2020 16:57:05 GMT

Many thanks. I will try that in the morning - hopefully they will answer faster than 0800 800 150 who I have tried 3 times and given up after 20 plus minutes in the queue!!!

Re: BT Wi-Fi sign in problem

EdwardG — Fri, 21 Aug 2020 11:01:59 GMT

Thank you - I got an instant answer on the phone on that number for BT WiFi!!!! It was a known problem. I had to change my email address on MyBT for btopenworld to btinternet even though they are interchangable when using them for email.