This topic

Cannot Access BT Account after Username change

Stephenr19 — Wed, 06 May 2026 09:15:50 GMT

I wonder if someone can help. Last Friday we upgraded to the Full Fibre package without a hitch other than suddenly we lost the Caller ID function on our landline phone. We were already on the Digital Phone option so I have assumed that is not the issue. Looking the lack of Caller ID up on the internet pointed me in the direction of checking that this option is enabled in my BT account.

I've been a BT customer for many years and have regularly accessed my account, which was setup originally as one word username and a password. When I tried to access the account on Friday to make the called id change, at the login screen I was prompted that one word usernames were no longer valid and that the username had to be an email address. So I followed the prompts to change this to my BT email address. Once I logged in, there was a message saying that there was an issue and BT were working to resolve this. So I logged out thinking it will rectify itself at somepoint.

This hasn't happened, I still can't access my BT account. I spent about 15 minutes on the phone yesterday going through this and was told that it had now been sorted out. But one day on, still no access to my account through the email address I provided and no access through the old username.

So I cannot access my account and I can't enable Caller ID. Can anyone help?

Re: Cannot Access BT Account after Username change

Geldart — Wed, 06 May 2026 20:01:39 GMT

I have not been able to access my account since 15th of April and I just keep getting told it will eb fixed in 48 hours, its still not fixed

Re: Cannot Access BT Account after Username change

Stephenr19 — Thu, 07 May 2026 07:49:01 GMT

I have managed to resolve the missing account issue now, but still can't see how to activate Caller Display within the Digital Voice part of the MY BT screens?

Any advice?

Re: Cannot Access BT Account after Username change

Christopher_G — Thu, 07 May 2026 14:52:51 GMT

Hi @Stephenr19

You should be able to order caller display by following the link on this All about Caller Display help page. It'll take you to a login and order screen, where you can add it, if you don't have it.

If it's already activated, it may be worth unplugging your phone, restarting your router, then plug your phone back in.

Chris

Re: Cannot Access BT Account after Username change

Stephenr19 — Fri, 08 May 2026 10:08:04 GMT

Hi, thanks for the advice. Caller Display is already activated, so I've tried the unplug, reboot, plug back in routine, still no change.

Re: Cannot Access BT Account after Username change

Christopher_G — Fri, 08 May 2026 10:30:34 GMT

Thanks for trying those steps, @Stephenr19

The best thing I can recommend, is speaking with our technical support team. They'll be able to check everything from our ends and run through some diagnostic tests to try and get to the bottom of it for you.

Let us know what happens please.

Chris

Re: Cannot Access BT Account after Username change

Stephenr19 — Fri, 08 May 2026 10:38:32 GMT

Hi, they have de-activated and then re-activated Caller Display, just waiting for the activation to kick in and then I can check and hopefully it has worked

Re: Cannot Access BT Account after Username change

Geldart — Fri, 08 May 2026 10:42:35 GMT

I had a call yesterday from a nice chap from BT who told me this is a massive problem and they are working through each case one at a time, there is no time scale he could give me as to when or even if this is fixable. Please call them or talk online as they will put you on the list as an account that has an issue. My contract is up in August and I will be leaving BT after over 20 years as a customer because of this issue. Oh I believe it was an outsourced IT company that messed this all up.

Re: Cannot Access BT Account after Username change

Stephenr19 — Fri, 08 May 2026 11:02:09 GMT

I solved the account issue myself, I noticed there was a link at the top of the main landing page in My BT that says "Your Details". I clicked on that and found that all the required fields were blank, so I populated these and within seconds all of my account details were back! So simple, but very frustrating as well.