This topic

BT Login access denied

Thomastipler01 — Fri, 12 Apr 2024 16:14:01 GMT

Sorry if this is on the wrong board but I cant find one issues related to accounts maybe I'm blind.

I am struggling to login to my BT account. I am constantly getting "access denied" error message whenever I login.

I have tried on 3 browsers chrome/Firefox/edge, I have cleared the cache completely. I have tried this on 2 separate computers and 1 mobile phone.

I have turned off my router to get a new IP, I have turned on a VPN to get a new IP, I have switched my mobile to 4G to get a different IP and still the problem persists leading me to the only option left that BT is broken???

I have googled this and seen other's with a similar issue, is this fixable at all?

Re: BT Login access denied

NeilO — Sun, 14 Apr 2024 12:18:51 GMT

Hi @Thomastipler01 I'm sorry about that, I've seen a few reports of this on the community recently. Is your BT ID in the format of an email address?

Thanks

Neil

Re: BT Login access denied

kenneth456 — Sun, 14 Apr 2024 15:32:18 GMT

I use my username which has been Ok right up to now.

Re: BT Login access denied

NeilO — Sun, 14 Apr 2024 15:39:30 GMT

@kenneth456 but is the username in the format of an email address? There was a requirenment to change usernames to email addresses quite a few years ago and I'm trying to fiqure out if this could be related after recent changes to MyBT.

Neil

Re: BT Login access denied

kenneth456 — Sun, 14 Apr 2024 15:46:10 GMT

My log in has always been kenneth456, then my password and never had a problem up till now.

Re: BT Login access denied

Thomastipler01 — Sun, 14 Apr 2024 18:01:51 GMT

Nope my username is completely different to my email and has worked right up until 4weeks ago.

I have been looking at getting the fibre 500 and over the past few months have been logging in and checking the prices as competitors were offering much better deals until last week.

As a side note after you get the access denied page, if you just go back to the home page "https://www.bt.com/broadband" you will find yourself logged in but whenever you try to view your account details it tells you its unavailable

Sorry, there was an error showing your profile details

Please try again later.

This is the url that is giving access denied

https://my.bt.com/appsbills/secure/v1/redirect?view=mybt&url=https://my.bt.com/s/apps/appsmybt/

I work in devops so to me this is looking like an issue on BT's side

Re: BT Login access denied

licquorice — Sun, 14 Apr 2024 18:23:41 GMT

As explained in message 4, username for MyBT needs to be in the format of an email address and has been the case for a number of years. Clearly the period of grace allowing a non email string has expired.

Probably not a good idea posting your username on a public forum.

Re: BT Login access denied

kenneth456 — Sun, 14 Apr 2024 20:24:39 GMT

How do I get into my account to change my login details to my email address.

Re: BT Login access denied

licquorice — Sun, 14 Apr 2024 20:41:19 GMT

Bit of a catch22 situation, you need to access MyBT in order to change it.

I will flag this to the mods for assistance

Re: BT Login access denied

kenneth456 — Sun, 14 Apr 2024 20:42:45 GMT

Thanks for your help with this.

Re: BT Login access denied

licquorice — Sun, 14 Apr 2024 20:43:44 GMT

Look out for a post on the thread from the mods tomorrow

Re: BT Login access denied

licquorice — Sun, 14 Apr 2024 21:00:51 GMT

You could try creating a new BTid, https://www.bt.com/help/account-and-billing/what-is-a-bt-id-and-how-can-i-get-one-

Re: BT Login access denied

JohnC2 — Mon, 15 Apr 2024 08:04:06 GMT

Hi @kenneth456, if you were unable to set up a new BTID then get in touch with us on the 'Message now' option on this page and a guide will be able to help you with this.

Cheers

John

Re: BT Login access denied

kenneth456 — Mon, 15 Apr 2024 10:02:02 GMT

I tried setting up a new BTID and it showed me my original logon and said do you want to use this, so it knows I have a BTID but wont let me sign in using it.

Re: BT Login access denied

JohnC2 — Mon, 15 Apr 2024 10:59:32 GMT

Hi @kenneth456, as your login is not an email address it will not function as a BTID should. You can set up another one as suggested and claim it as the 'account holder' using your email address as the log in name.
If you need help try the 'Message now' link I posted previously.

Cheers

John

Re: BT Login access denied

kenneth456 — Mon, 15 Apr 2024 20:49:46 GMT

Great, changed my BTID to my BT email and now able to log on to my account, thank you for your help solving this.

Re: BT Login access denied

MSP11 — Tue, 16 Apr 2024 08:19:58 GMT

Hi John

I have the same problem with Access Denied when trying to login to my BT account.

My user ID is not my email address, so I assume that this may be the same problem as Kenneth.

Can you please explain how to change the user ID to my email address....in simple terms.

Thanks

Malcolm

Re: BT Login access denied

ChrisB3 — Tue, 16 Apr 2024 09:47:24 GMT

Hi John

I am also suddenly experiencing problems - unable to login to my MY BT account. I successfully changed the password, as instructed, but still get Access Denied. This is so frustrating as all I want to do is check and understand my latest BT bill. My BT User ID is in the format x.yyyy so is not exactly an email format. It has been this way for 20 years + with no problems. Please advise what I have to do!

Re: BT Login access denied

kenneth456 — Tue, 16 Apr 2024 10:03:29 GMT

I used this advice from Licquorice and it solve mall my problems. You could try creating a new BTid, https://www.bt.com/help/account-and-billing/what-is-a-bt-id-and-how-can-i-get-one-

Re: BT Login access denied

ChrisB3 — Tue, 16 Apr 2024 11:06:11 GMT

Many thanks for that! I found that the email User ID I wanted to use in fact already existed for some unknown reason. But I was able to use it and change the password after a brief "lock-out" pause, and now I'm in ! What an entertaining morning!