This topic

My BT access

GG1964 — Wed, 01 Jul 2026 15:21:35 GMT

I've just tried to log into my My BT portal, and have received the following message:

We need you to update your username

To keep you secure, we're asking everyone to update their username to an email address.

Choose the contact email you'd like to use for your username

For clarity, I have never used my email address to log into My BT and have used a different username for years. When I try to comply with the new instruction, I do as asked and enter my BT Internet email address, and in response get a message saying that an authentication code will be sent to my email address, which it has. However, upon entering the secure code I then get a message telling me that this email address is currently not available to use for the My BT account?

I've tried a couple of times now with the same result.

I've searched this forum for this exact issue but couldn't see anything. Anyone had the same issue? (or found a solution?)

Re: My BT access

WSH — Wed, 01 Jul 2026 15:37:12 GMT

I don't know whether it will have a bearing on your problem, but I have never used the original BT email address I set up.

For the last ten years+, I've used a Hotmail address to log on, so I know that works. I'd try registering whatever address you usually use if I were you. It does not need to be a BT address.

Re: My BT access

GG1964 — Wed, 01 Jul 2026 15:40:21 GMT

Thank you for your reply. As it's a BT service, I was attempting to use my BT Internet address as this is the one I use daily. I'm aware I could use another email address but was trying to avoid that as it seems unnecessary.

Re: My BT access

WSH — Wed, 01 Jul 2026 15:52:34 GMT

Well, in my case I was already using the Hotmail address. In fact, I only set up a BT one because some services were initially being a bit funny about the Hotmail. Everything works fine these days though, so I don't use the BT address.

Sorry, I couldn't help.