This topic

Unable to log in/authentication failure

chriso57 — Sun, 19 Apr 2026 23:54:16 GMT

Is anyone encountering problems logging in to their account fibre or is everyone copper cable only?

Re: Unable to log in/authentication failure

DancingFan — Mon, 20 Apr 2026 18:08:53 GMT

Both myself and my parents (two households) are having this issue and we are copper cable.

Re: Unable to log in/authentication failure

imjolly — Mon, 20 Apr 2026 18:27:47 GMT

There are numerous posts on the forum about this account login problem and BT are aware

Re: Unable to log in/authentication failure

chriso57 — Mon, 20 Apr 2026 19:52:52 GMT

Thank you. I have added an update after a 3 hour chat online with BT today however there is no explanation of cause or a resolution.

Re: Unable to log in/authentication failure

cedge — Tue, 21 Apr 2026 07:55:10 GMT

They might be aware but they need to be communicating this to all their customers.

Re: Unable to log in/authentication failure

chriso57 — Tue, 21 Apr 2026 19:17:49 GMT

I found that after 3 hours yesterday, totalling 11 across calls and chats they still were not able to resolve it. They delinked and relinked the account but it did not resolve it and took a long time. In the middle the advisor made an offer to sign up to a mobile phone service but I declined to get that solved first.

On some of the password offerings messages displayed "that has been used too many times before" and deliberately not meeting the criteria it knows. If it knows that their password database has had a word that has been used too many times the server is seeing the tries and the message saying "unable to authentic" suggests a block at their server end and not because of browser issues.

As I cannot log in and there is doubt about whether they have fixed my bill I asked for a paper set to be supplied. They said they would for an extra £3 but as it is their system that failed the Consumer Act suggests it should be provided free as the failure is not my side.

After over two weeks they said yesterday they are looking for a fix in the next 72 working hours which is after they have billed me so it is not satisfactory.

I am moving all of my email across to a different provider and once complete I will take the hit of an early exit fee and close the account most probably.

I have been a customer since 1979 but there is no interest and the deferral of 72 working hours which is after the billing is probably unfair.

Re: Unable to log in/authentication failure

chriso57 — Tue, 21 Apr 2026 19:21:31 GMT

My prediction if they have given me 72 working hours which is after the billing is that it will probably be resolved after the April billing is complete. There is a message in the account about a price increase that you will not see until after the direct debit is taken.