This topic

Lost access to my BT

sausagenmash — Sat, 04 Jul 2026 14:16:01 GMT

I got my email recently advising me that my bill is ready to view, so I went to the My BT app as usual. For some reason my password wouldn't work.

So I changed it, after getting OTPs to my BT internet email address and an SMS to my mobile. I got the confirmation email that my password has charged.

Back to the app, log in with new password. I'm next asked to enter my name and address, set up a security question, add a recovery email address and a mobile number, as if it's setting up a new profile. It obviously is doing this, because the last screen I get to tells me my profile can't be set up at this time.

Anyway, aside from the password, nothing has changed. I've not been able to check my bills. I've since also discovered I can't access any BT/EE hotspots.

Any ideas?

Thanks!

Re: Lost access to my BT

imjolly — Sat, 04 Jul 2026 14:24:44 GMT

can you access MYBT using a web browser?

Re: Lost access to my BT

sausagenmash — Sat, 04 Jul 2026 14:33:50 GMT

Hi @imjolly

I've just uninstalled the app to try

So when I log in on a browser, I enter my email address and password, the home screen briefly appears, and then I get this

Which then, after entering my details, security question, recovery email, mobile number etc, tells me my profile can't be set up.

It's odd, because I've had no problems with the app for many years

Re: Lost access to my BT

imjolly — Sat, 04 Jul 2026 14:38:36 GMT

there has been problems with MYBT for the past few weeks and there are numerous forum posts about it have you tried uninstalling MYBT app and then installing as there have been quite a few updates recently

Re: Lost access to my BT

sausagenmash — Sat, 04 Jul 2026 14:47:44 GMT

Just tried that.

Uninstalled, rebooted my phone and reinstalled.

This time was slightly different.

Entered my email address and password, and verified the SMS OTP. (I didn't get an OTP by email this time).

Then, very briefly, got the screen to set a new PIN. But before I could do that, it changed to the screen I previously shared again.

Is there some kind of bug, because the app'sc behaviour is inconsistent?

Re: Lost access to my BT

sausagenmash — Sat, 04 Jul 2026 17:03:55 GMT

This is the message I get when I try to access a hotspot. Makes me think something has changed wth my account

Re: Lost access to my BT

sausagenmash — Sat, 04 Jul 2026 17:04:14 GMT

Re: Lost access to my BT

Michael_D — Sun, 05 Jul 2026 09:13:54 GMT

Hi @sausagenmash

I've sent you over a private message to take some details about this.

Michael