This topic

Unable to use BT login to join BT WIFI hotspots

dras79 — Wed, 04 Aug 2021 10:34:29 GMT

I’ve been a BT customer for 5 years now and have never been able to join BT WIFI Hotspots as my userid/password for my BT.com account is not recognised…

Am I using the wrong credentials? Any suggestions? Thanks

Re: Unable to use BT login to join BT WIFI hotspots

imjolly — Wed, 04 Aug 2021 10:37:33 GMT

have you tried logging into the BTWIFI from your own hub and see if you can connect to that before trying outside just disconnect from home network and try to connect to BTWIFI

Re: Unable to use BT login to join BT WIFI hotspots

dras79 — Wed, 04 Aug 2021 10:52:29 GMT

Hi thanks for the quick response. I’m not at home at the moment so I’m unable to try this. I’ve just reset the password on my bt account and checked I am using the correct user name but it’s made No difference .

Re: Unable to use BT login to join BT WIFI hotspots

imjolly — Wed, 04 Aug 2021 11:21:49 GMT

the best place to start and iron out problem is with your own BTWIFI then you know you have correct sign in to then connect when out and about

Re: Unable to use BT login to join BT WIFI hotspots

dras79 — Wed, 04 Aug 2021 11:42:31 GMT

I did have a btopenzone email as my account id originally- now it’s a personal email address so wonder if that is the cause?

Re: Unable to use BT login to join BT WIFI hotspots

gg30340 — Wed, 04 Aug 2021 11:59:07 GMT

Try using your BT Openworld email address and password.

Re: Unable to use BT login to join BT WIFI hotspots

dras79 — Wed, 04 Aug 2021 13:16:06 GMT

Thank you but I have and this doesn’t work either

Re: Unable to use BT login to join BT WIFI hotspots

gg30340 — Wed, 04 Aug 2021 17:18:10 GMT

Try calling the BTWifi help line 0800.022.3322 who may be able to work out what the problem is.

Re: Unable to use BT login to join BT WIFI hotspots

NeilO — Wed, 04 Aug 2021 17:45:31 GMT

Hi @dras79 Thanks for posting and welcome to the community, I'm sorry to see you're experiencing problems accessing BT Wifi.

Have you ever opted out of the BT wifi service? You can check this by logging into MyBT with the account holders BT ID, click Your Products then scroll down and click on the Learn More link beneath BT Wifi. On this page, you can see if you've opted in or out of BT Wifi and opt back in if needs be.

Post back and let me know how you get on.

Thanks
Neil

Re: Unable to use BT login to join BT WIFI hotspots

dras79 — Wed, 04 Aug 2021 20:36:40 GMT

Thank you NeilO… you may be onto something but likely I need to ring BT to find out what…. Here’s what I got…

Re: Unable to use BT login to join BT WIFI hotspots

NeilO — Thu, 05 Aug 2021 07:36:35 GMT

Hi, @dras79 many thanks for trying those steps, that does look like it could be the problem. I suspect there's a data mismatch somewhere and a fault will need to be reported to a specialist team to fix it. I'll send you a private message in a moment so you can send your details over to the moderation team and we'll be happy to help you with this.

You'll find the private message by clicking on the envelope in the top right of the community.

Thanks

Neil