This topic

Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 10:41:02 GMT

For the last two days I haven't been able to get into the My BT login on my PC. After completing the log in details I just get a blank page with the following message:

This page isn’t working

my.bt.com didn’t send any data.

ERR_EMPTY_RESPONSE

I've tried using Google Chrome and Microsoft Edge and the same thing happens in both. I really want to get into my account as I'm shopping around for a better deal at the moment. Does anyone have any ideas? I'm not all technical so the simpler the explanation the better! Many thanks.

Re: Can't get in to My BT

Keith_Beddoe — Thu, 16 Feb 2023 10:46:45 GMT

@Swimmum

Welcome to this user forum for BT Retail phone and broadband customers.

Try.

https://home.bt.com/login/loginform?TARGET=$SM$https://my.bt.com/s/apps/appsmybt/#/home

Re: Can't get in to My BT

reed1971 — Thu, 16 Feb 2023 10:54:03 GMT

That link doesn't work either, it's saying my password is wrong, i've tried to change my password saying i've forgot it but it won't let me

Re: Can't get in to My BT

NeilO — Thu, 16 Feb 2023 11:19:59 GMT

@reed1971 welcome to the community and thanks for posting, I'm sorry to see you're having problems getting into MyBT.

What message are you getting when trying to change the password?

Thanks

Neil

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 11:29:48 GMT

Hi
Thanks for this.
I've tried the link but still no joy - I'm just getting the same message back.

Re: Can't get in to My BT

NeilO — Thu, 16 Feb 2023 11:32:22 GMT

@Swimmum can you try clearing your cookies and cache in your browser?

On your computer, open Chrome.
At the top right, click More .
Click More tools. Clear browsing data.
At the top, choose a time range. To delete everything, select All time.
Next to "Cookies and other site data" and "Cached images and files," check the boxes.
Click Clear data.

Let me know if that helps.

Thanks

Neil

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 13:39:00 GMT

Hi Neil

Thanks for the step by step instructions.

I followed that process but am getting the same message.

Any other ideas?

Many thanks.

Re: Can't get in to My BT

NeilO — Thu, 16 Feb 2023 14:09:28 GMT

@Swimmum Thanks for trying that, are you able to log in using any other devices like your phone?

Thanks

Neil

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 14:37:31 GMT

Hi Neil

Yes - it seems I can get in on my phone using Google.

Thanks.

Re: Can't get in to My BT

Carlusha — Thu, 16 Feb 2023 14:39:41 GMT

@Swimmumwrote:
Hi Neil
Yes - it seems I can get in on my phone using Google.

Thanks.

You shouldn't need to go that route. There is a MyBT app available for phones and tablets.

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 14:41:21 GMT

Thanks Carlusha but I have vision limitations and therefore need to use a large screen, so I'm not a big user of phone apps.

Re: Can't get in to My BT

NeilO — Thu, 16 Feb 2023 14:41:52 GMT

Hi @Swimmum that would indicate that it's not an issue with your MyBT account. Are you using a VPN on your PC?

Thanks

Neil

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 14:43:51 GMT

Hi Neil

Not sure what a VPN is? Is this something that's easy to check?

Thanks.

Re: Can't get in to My BT

NeilO — Thu, 16 Feb 2023 14:51:38 GMT

@Swimmum VPN stands for Virtual Private Network and these provide an encrypted connection to the internet. They often come installed on work computers or may be included with anti-virus software.

Neil

Re: Can't get in to My BT

Carlusha — Thu, 16 Feb 2023 15:39:34 GMT

@Swimmumwrote:
Thanks Carlusha but I have vision limitations and therefore need to use a large screen, so I'm not a big user of phone apps.

I too have vision limitations coupled with deafness ..... Oh joy!

Have you considered perhaps the use of an iPad Pro? A decent second user version would help, it certainly does for me! They're available with screen sizes from 10.5" through to 12.9". Click on the photo below and that is the ACTUAL SIZE on my iPad Pro!!!

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 15:48:16 GMT

Thank you Carlusha - that’s really clear! I’ll certainly have a look at iPads - hadn’t really thought above it it before.

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 15:52:27 GMT

Hi Neil

Yes - I definitely have anti-virus software on my PC (McAfee). This has been loaded on the computer for a while and doesn’t seem to have caused me a problem before now.
Maybe there’s been an update which has changed things?

Re: Can't get in to My BT

NeilO — Thu, 16 Feb 2023 16:09:34 GMT

@Swimmum some of McAfee's packages do include the option of a VPN.

It may be worth checking the McAfee settings to see if you can turn off the VPN as that could be the reason you're experiencing issues accessing MyBT.

Neil

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 16:29:39 GMT

I've turned off the VPN and tried again but still the same message.

This inability to access my account has only happened over the last few days - before that I had no problems.

It's really frustrating - I've been on a number of different websites over the last couple of days (including accessing accounts) and haven't had this problem anywhere else.

It looks like I'm just going to have to switch suppliers!

Re: Can't get in to My BT

Swimmum — Thu, 16 Feb 2023 16:30:27 GMT

Sorry - meant to say - thanks very much for your patient suggestions.