This topic

Online account not working

Reelspike — Wed, 01 Apr 2026 20:36:29 GMT

Not sure if this is the right place but I’ve recently rejoined BT from Sky for the full fibre.

when I log into the BT app it always says that there is an error. I was unable to track any of my delivery (thankfully everything turned up and we are online with no issues). But I’m unable to log into the portal to view the account as everytime I login, it’s trying to load my old account (“inactive”).

when I do find the drop down works at the top to switch accounts, it just says there’s an error.

any ideas or if anyone from BT can help with this? At the moment I can’t view my new bills!

Re: Online account not working

licquorice — Wed, 01 Apr 2026 20:50:28 GMT

Call customer services and get them to delete your old account.

Re: Online account not working

gg30340 — Wed, 01 Apr 2026 20:51:31 GMT

Call BT Billing 0330.1234.150 and they should be able to remove the "old" account and assist in setting up your MyBT.

Re: Online account not working

Reelspike — Thu, 02 Apr 2026 14:55:05 GMT

Thanks all, this has now been sorted 🙂

Re: Online account not working

TimEdwards1 — Wed, 06 May 2026 21:56:34 GMT

Hi Reelspike,

I am having a similar problem. May I ask how your problem was solved?

Regards,

Tim

Re: Online account not working

Kimberlin — Thu, 07 May 2026 07:27:42 GMT

@TimEdwards1 I suspect by following the excellent advice given by other members. Call BT on the number shown in the thread.

Re: Online account not working

Reelspike — Thu, 07 May 2026 18:12:41 GMT

Hi all. Yeah I called the helpline and they sorted it out pretty much straight away 👍

Re: Online account not working

TimEdwards1 — Thu, 07 May 2026 20:41:55 GMT

Hi Reelspike, thanks for confirming that. I phoned last week and the salesman at the other end was more interested in getting me to sign up to a new contract for a year or two, rather than actually resolve my issue.

Regards?

Tim

Re: Online account not working

TimEdwards1 — Thu, 07 May 2026 20:43:28 GMT

Ignore the question mark, fat finger syndrome.

Re: Online account not working

Katie_B — Fri, 08 May 2026 07:25:25 GMT

Hi @TimEdwards1.

I am sorry to hear you were unable to get this resolved when you called.

What issues are you seeing with your online account? do you see an error code?

Speak soon,

Katie

Re: Online account not working

TimEdwards1 — Fri, 08 May 2026 07:32:56 GMT

Hi Katie, quite simply I am unable to view my bills or usage. When I try to log in to MyBT, in the top right corner it says my account is inactive and I just get the error page or the three circles bobbing up and down.

No error code that I noticed.

Regards,

Tim

Re: Online account not working

Katie_B — Fri, 08 May 2026 08:07:59 GMT

Thanks so much for confirming @TimEdwards1.

Please try giving us another call and speaking with our technical care team.

They will be able to reset your account.

Katie