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Why is my BT account inactive?

Rosmy — Sat, 02 May 2026 13:43:13 GMT

The last 2 weeks my BT account has been "inactive". I can not access my last April bill or anything else. I have called Customer services on 5 occasions; they say it's all due to a technical problem but they have not solve it yet. I can not understand how out of the blue my BT account is not working properly. I never had any problem. Can anybody in the same situation give me some advice? Your help is much appreciated.

Re: Why is my BT account inactive?

imjolly — Sat, 02 May 2026 14:00:42 GMT

there are account access problems as you can see from number of forum posts on subject and it is taking BT what seems forever to sort out problem. so it is not just your account I and many others have same problem

Re: Why is my BT account inactive?

Rosmy — Sun, 03 May 2026 06:49:05 GMT

Thank you for your post. Hopefully, since there are so many of us who can not access our My BT account, they will realise there is a big problem and they will do something about it. After all we are BT customers and we deserve good support and service.

Re: Why is my BT account inactive?

cedge — Tue, 05 May 2026 08:21:45 GMT

Some communication on the issue would be good as well as I'm sure many customers are wasting time contacting them. Nothing yet and it has been the same for over 2 weeks now.

Re: Why is my BT account inactive?

Kimberlin — Tue, 05 May 2026 08:41:40 GMT

@cedge I wouldn’t hold your breath on BT sorting the problem out any time soon. The 2FA change is approaching almost 3 weeks now I believe? and despite BT being advised about their own web page on the matter requiring amendment, it still hasn’t been done.

Re: Why is my BT account inactive?

gg30340 — Tue, 05 May 2026 08:53:06 GMT

If you are using a web browser to access your MyBT try clearing the history and cookies from the browser's settings.

Re: Why is my BT account inactive?

cedge — Tue, 05 May 2026 08:55:40 GMT

No difference.

Re: Why is my BT account inactive?

gg30340 — Tue, 05 May 2026 09:03:29 GMT

Did you use the "Clear from all time". Some browsers default to a much shorter time?

Re: Why is my BT account inactive?

cedge — Tue, 05 May 2026 09:23:02 GMT

I deleted everything from the dawn of time.

Re: Why is my BT account inactive?

Geldart — Wed, 06 May 2026 20:06:12 GMT

I have this problem since 15th of April and twice now I have called them (which took ages online) to be told eventually yeah its a problem and will be fixed in 48 hours, 3 weeks in and no joy. Cant wait to leave this once great company as they has messed this up big time and not one person can say why the changes were needed. A propper shower of well you know

Re: Can't access BT account

Geldart — Wed, 06 May 2026 20:27:36 GMT

I need help as I have been trying since the 15th of April and I spent an hour talking to somebody who finally said dont worry it will be fixed in 48 hours and here I am account logs in but it says account inactive and all I get are the 3 bouncing balls. I did have to laugh as it said would you like to complain so I clicked on to the button and it then siad you need to log in to do this. I wish I was making it up.

Re: Why is my BT account inactive?

Rosmy — Thu, 07 May 2026 06:32:52 GMT

Many thanks for your advice but I already do that on a regular basis. Your message is much appreciated!

Re: Can't access BT account

jimar — Thu, 07 May 2026 09:54:07 GMT

Same with me. I couldn't get access to my BT account, a code was was being sent to an email I couldn't access. Then they started sending a code to my Yahoo email, then I was told to update my user name and a code is now sent to my mobile. Then I get a page telling me account inactive. I got a helpful phone call from the executive care team, I explained the situation and was told the engineers are working on the problem but it could take weeks to fix and was offered paper billing free of charge, so I accepted the offer.