This topic

Re: MyBT defaults to Email

ruttersj — Fri, 30 Dec 2022 09:02:01 GMT

I am trying to assist a none technical friend of mine who has exactly the same problem. Using the forgotten login name option and his landline number we were able to confirm that his login name was indeed his email address, an @btinternet.com address. Despite this, when logging in, the login flashes past the MyBT account page to his email account. Email is fine, but he is unable to access his account dashboard to check bills and in particular deploy the Norton security software to a new laptop.

Re: MyBT defaults to Email

NeilO — Fri, 30 Dec 2022 09:05:38 GMT

Hi, @ruttersj welcome to the community and thanks for posting, if it is defaulting to email then it would indicate it's a BT email address and not a BT ID.

Are you sure your friend has set up a BT ID in the past as they may not have one? Do they get ebill alerts via email to let them know when a new bill is ready to be viewed online?

Thanks

Neil

Re: MyBT defaults to Email

ruttersj — Fri, 30 Dec 2022 09:32:30 GMT

Many thanks for prompt response.

I will have to check with him on that, but i am fairly certain he will not know. Assuming that is the case should he just try to create a new ID using his BT account details and if successful then job done. Or is there some other way of validating? Would this approach compromise his email access?

I'd assumed that to have access to email he must have had a BT ID and the login name check seemed to support that. I login to my own account using an @btinternet.com address so presumably I created it this way many years ago?

It is likely to be a few days before I re-visit, but I will let you know how I get on.

Re: MyBT defaults to Email

NeilO — Fri, 30 Dec 2022 09:52:32 GMT

Hi @ruttersj no problem, if your friend has been a BT customer for a long time it's quite possible he was set up with a BT email address when broadband was ordered and that used to be done without the need for a BT ID.

It will do no harm trying to create a BT ID on this link and it will have no effect on his current BT email address.

Thanks

Neil

Re: MyBT defaults to Email

ruttersj — Sun, 08 Jan 2023 23:00:40 GMT

Looks like that is the problem. However, due to a misspelling of his surname, discovered on his signup letter from 2013 and which has taken a while to uncover, I've not had the opportunity to talk him through the ID creation process. So that's the next step on next visit.

Re: MyBT defaults to Email

DavidM — Mon, 09 Jan 2023 09:24:18 GMT

Hi @ruttersj and thanks for the update.

It sounds like you're getting there. Please keep us updated on your progress.

Cheers

David