Unable to Activate BT ID as new customer

KevinMaguire1979 — Thu, 15 Oct 2026 12:11:17 GMT

I used to be a customer of BT years ago and I moved to Fibrus 2 years ago. Yesterday I signed back up for BT Broadband with the bonus £175 gift card.

I received a flurry of emails from BT as expected, 1 of which has a link to activate my BT ID.

I enter my security question answer but it isnt recnognized.

I then tried another link from an email to redeem the voucher, this didn't work either.

So, I used my email to try a password reset, and then once i had it reset, I was logged in but could only see my old BT Accounts from years ago.

I am unable to activate my BT ID or redeem the gift card, but the activation is still going ahead tomorrow.

I have no idea how to get into my new account for my new order or how to redeem the gift card. There seems like my old accounts are interfering with my new account/order?? (Note, i am using the same email from years ago for the new order)

Any one ever experienced this? I have tried the online messaging and the phone system but to no avail.

Help! lol ..

thanks

Re: Unable to Activate BT ID as new customer

imjolly — Thu, 15 Oct 2026 12:16:07 GMT

try contacting billing using message now and get old account deleted https://www.bt.com/help/contact-bt/account-and-billing/broadband

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Unable to Activate BT ID as new customer

Re: Unable to Activate BT ID as new customer