This topic

Log in Issues

Geldart — Wed, 15 Apr 2026 17:54:55 GMT

What is going on as I tried to log on today and i was sent to a new screen that was saying I need to change my user name to a email address ( it was anyway) which is odd as it smy mother in laws account, so I did set up a 2 factor ID and now when I do log in it cant find any details as it shows account inactive and my Broadband I have does not show up. Its been like this all day and when I tried to call I was waiting nearly an hour so I got fed up and put the phone down. So BT sort this out ASAP as its another reason why I shall be leaving in August to a better company that actually treats it current customers with respect and with contempt.

Just checked again and its the same message.

Log in Issues

Geldart — Wed, 15 Apr 2026 17:45:07 GMT

Just checked again and its the same message.

Re: Log in Issues

Shelley224 — Thu, 16 Apr 2026 06:03:21 GMT

I am having the exact same problem. Tried yesterday several times to log in with no luck

This morning it is still the same. I am trying to use my BT call protect to block a number and the whole page when you do get logged in is just hanging and the account number says inactive

Re: Log in Issues

barnpiece — Thu, 16 Apr 2026 13:30:27 GMT

There is something strange going on. I had turned off two factor authentication as I didn't need it.

Today I found it is back on, but when I go to turn it off it first asks for my email address and password and then asks me to change my mobile phone number. But there is no option to turn two factor off!

What have they done?

Richard

Re: Log in Issues

gg30340 — Thu, 16 Apr 2026 13:38:20 GMT

Apparently there has been changes with the security of BT logons.

"Authentication for most BT systems migrated to a new platform yesterday. You will be asked to confirm your credentials, and also enable multi-factor authentication if not already enabled".

Re: Log in Issues

Shelley224 — Thu, 16 Apr 2026 13:41:34 GMT

Yes and ever since then I am having trouble accessing my account

i can get in but no information is showing the screen is just hanging

Re: Log in Issues

Shelley224 — Thu, 16 Apr 2026 13:45:34 GMT

Apparently there is a problem after talking to two advisors on line this morning.
The first was not any help at all but the second said there had been a problem and they were trying to recover people’s accounts. They said it should be resolved by midnight tonight and people should be able to get in tomorrow

Dont think I’m going to hold my breath !!

Re: Log in Issues

Geldart — Thu, 16 Apr 2026 16:58:09 GMT

I was told this yesterday at 20:00and it should all be solved this morning. It seems that BT have truly screwed this log in right up. I did say was this new log in way fully tested and the line went very, very quiet.

Re: Log in Issues

Shelley224 — Thu, 16 Apr 2026 17:04:10 GMT

I despair at times, not sure they know what they are doing 😩😩

Re: Log in Issues

Shelley224 — Fri, 17 Apr 2026 06:39:59 GMT

So……Tried to see if I could access my account this morning and it’s still the same as yesterday. Can log in but screen is just hanging. When I click on ‘my products’ for example it comes up with: we can’t get your details right now’ and we are trying to fix the problem, please come back later !!

I wonder how much longer it will take to get this fixed!! 😩😩

BT APP

Neilyboy72 — Fri, 17 Apr 2026 10:46:56 GMT

I’ve gone to log into the BT app today and low and behold I’ve been logged out (happens all the time), it’s asked me (again) to add all my details, sign in, enter my mobile number. It’s sent me a code which it’s not telling me is invalid and after trying the process 3 times now tells me I’ve tried too many times. Why oh why do my banking apps which contain far more confidential information just ‘work’ and yet the BT one doesn’t. Any advice or help would be appreciated.

Re: BT APP

ateas — Fri, 17 Apr 2026 13:42:07 GMT

Having same problem here....passcode to mobile taking 20 mins or more and not accepted when used.
Has worked perfectly for many years without 2 factor authentication and now completely shambolic!
Well done BT!

Re: BT APP

BSF74 — Fri, 17 Apr 2026 15:38:53 GMT

Yep add me to the list of people unable to login to check my billing

when using the app I get we can’t load details at the moment

when using the website it says there is no account associated with this bt id

this all started for me when I downloaded the new version of the app on the 15th April

Re: BT APP

Shelley224 — Fri, 17 Apr 2026 15:47:27 GMT

Mine started when I was asked to change my user ID to an email address. Also, was asked to set up 2 tier authentication. I don’t want it and don’t need it. The only time I go in is to check bills and use my call protect thingy.
Wonder if any refund will be forthcoming because of this outage.

Doubt it 😩😩

Re: BT APP

BSF74 — Fri, 17 Apr 2026 15:49:56 GMT

My user id is already an email address and I don’t want to change it to another

Re: BT APP

Geldart — Fri, 17 Apr 2026 16:34:41 GMT

Yep its a breach of contract and how can we see if they are charging us the correct amount if we can't log in? I think we might get something, just not sure what.

Re: BT APP

gg30340 — Fri, 17 Apr 2026 16:57:11 GMT

@Geldartwrote:
Yep its a breach of contract and how can we see if they are charging us the correct amount if we can't log in? I think we might get something, just not sure what.

Good luck with that one!

Re: BT APP

gg30340 — Fri, 17 Apr 2026 16:58:38 GMT

@BSF74wrote:
My user id is already an email address and I don’t want to change it to another

If you are already using an email address there is no need to change it to another one.

Re: BT APP

Geldart — Fri, 17 Apr 2026 17:19:37 GMT

Yeah as as yet nothing in the press yet so I think we are screwed on any compo, still we can but dream

Re: Log in Issues

gg30340 — Fri, 17 Apr 2026 17:24:50 GMT

@Geldart

Trying the get some clarity on what you have posted.

Does your mother in law have her own BT Broadband account in her name and do you have your own BT Broadband account in your name?

If so:-

Does your mother in law have her own BTID and use that to access her BT Broadband account?

Do you have your own BTID and use that to access your BT Broadband account?

Do you use a BTMail email account as your BTID and if so was it set up in your own BT Broadband account or was it set up in your mother in law's BT Broadband account?