This topic

Wrong Account on login

athol49 — Fri, 20 Mar 2026 08:33:33 GMT

I have 2 inactive and 1 active account and MyBt login brings up the wrong account and gives message "Sorry, we can’t get your account details at the moment"

I can, eventually access my active account to check my bills, but anything else reverts to the inactive account.

For info the accounts are

Account No: GB******** (Inactive)

Account No: GB********

How can I remove the inactive (previous accounts) from the list and permanently access the live account?

[Mod edit - removed account details, please don't share any personal info on these public forums]

Re: Wrong Account on login

gg30340 — Fri, 20 Mar 2026 06:24:16 GMT

Call BT Billing 0330.1234.150. They should be able to remove the old accounts.

Re: Wrong Account on login

imjolly — Fri, 20 Mar 2026 09:53:50 GMT

you can also try message now with billing it might be a bit quicker

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Wrong Account on login

athol49 — Sat, 21 Mar 2026 10:57:35 GMT

@gg30340 - thanks for your speedy response.

Gave up after 20 minutes on phone!

Re: Wrong Account on login

athol49 — Sat, 21 Mar 2026 10:58:30 GMT

@imjolly - Thanks for your speedy response.

Started a chat and 'bot initially connected me to Billing team. After explanation of problem was transfered to Technical.

Following discussion, it was decided to delete my account and reinstate to clear the account numbers. Initially didn't work on Firefox so tried microsoft Edge. 1st login still showed wring account, so tried clearing history and cache. That worked and login came uo with correct (active) account.

Notified Tech agent and said that I would clear Fkirefox history and cache later to see if that worked as I had a meeting to attend.

Above chat took almost an hour, between waiting for transfers and then describing problem.

Cleared Firefox cache and history later in afternoon and it worked.