This topic

No access to my account due to FORCED 2 form authentication to a number I don't have.

Cathprotech — Thu, 07 May 2026 14:00:15 GMT

When I have a new bill, I get email notification, whereby I click the link, log in and download my bill.

Today I get my latest notification, but now I am asked if I have access to my email (which I do) to enter a code.
I proceed to enter the code sent by email, then it asks me to enter a mobile phone number which I do not have.

There is NO WAY past this.

I contacted customer services who said I need to enter the number I registered for account recovery. This is a special number that is ONLY for account recovery as an absolute last resort and NOT for general OTA codes.

I was repeatedly asked to use a family, friend or neighbours’ mobile phone number to receive the code, this is unacceptable and a breach of their privacy.

The customer services requested the removal of 2 form authentication and confirmed that this was activated automatically and without authorisation or confirmation from me.

They claim an email was sent to me that informed me of this but cannot confirm when this was sent and that it was a notification and not a request.
They then wanted to send me a paper bill and had the cheek to say they would charge me £3.00

A complaint has been raised but I still do not have access to my account.

I suggested to the person at BT that they enter their phone number, they would receive the code and tell me so I could access my account and then change what I needed to, but they said they cannot do that but they expected me to provide a neighbours, friends or family members number for exactly that purpose, so why would that be ok?

Why is there no way to get passed this authentication method with other methods?

I have a BT landline so why can that not be used for authentication on top of an email. This is a 'landline' company yet cannot use their own service for authentication!

So is anyone at BT capable of giving me access to my own account?
As this situation is NOT acceptable.

Re: No access to my account due to FORCED 2 form authentication to a number I don't have.

gg30340 — Thu, 07 May 2026 14:57:57 GMT

To save repeating everything for the umpteenth time I suggest that you have a look through the forum threads for Two Factor Authentication. You should fined a few that have the same issues and asked the same questions as you.

You may not find anything regarding having been sent an email about the change. As you are the first person to mention that it would appear you were being fobbed off because there was no email sent.

The other thing is regarding getting neighbour friend etc to receive your 2FA PIN. That is a load of rubbish and is as far as I am aware not BT policy and would appear to be a customer rep who needs re training!

I would suggest that you complain to the BT CEO, you will find her email address with an Internet search, and be sure to include everything you have posted above.

Re: No access to my account due to FORCED 2 form authentication to a number I don't have.

Cathprotech — Thu, 07 May 2026 15:26:05 GMT

Hi Distinguished Sage,

Yes, I was repeatedly asked to use a neighbour, friend or familys phone. I of course saved the transcript of the conversation.
I also asked that if she (presumed she) cannot change access, then put me through to someone that can, but that was ignored and the only option available was to 'submit a complaint'.

A few clips...
"(Thu, 7 May 2026 13:34:45) BT : I understand your activation, as the number was already added to your BT account, the 2 Step Authentication was activated after the new update was enrolled to protect the account."

"(Thu, 7 May 2026 13:52:55) BT : I understand this is difficult for you. However, we need a phone number to add to your account. You can add any of your relatives' phone numbers.
For the problem you have faced, would you like to raise a complaint?"

"(Thu, 7 May 2026 13:57:47) BT : I understand how this is impacting you. You can also use your neighbour's mobile number to your account. Can you please check with them?"

"(Thu, 7 May 2026 14:02:22) BT : We need to have any of your related persons. Can you please ask anyone for the number?"

"(Thu, 7 May 2026 14:18:46) BT : ................................ Can you please confirm if you would like to get the paper bill, which
is chargeable at £3.00 monthly?"

Re: No access to my account due to FORCED 2 form authentication to a number I don't have.

Rach_H — Fri, 08 May 2026 17:42:28 GMT

Hi @Cathprotech,

The security of your data is our top priority. To keep your information safe from evolving online threats, we have introduced Two-Factor Authentication for all My BT accounts. This extra layer of protection confirms it’s really you logging in, making it much harder for anyone else to access your account. Because keeping your data safe is so important, this new security step is now mandatory to access My BT. Setting it up is simple, and you can link it to either a mobile or a landline. If you aren't able to set this up, you won't be able to log in to your account online. You’ll need to call BT for future account queries and one of our guides will be able to help you.

Rach

Re: No access to my account due to FORCED 2 form authentication to a number I don't have.

Cathprotech — Fri, 08 May 2026 21:39:05 GMT

Hi Rach,

Can I just quote you on this line.

"Setting it up is simple, and you can link it to either a mobile or a landline."

I did not set it up and I have not had the opportunity to set it up because it wants a mobile number and will NOT accept a landline number.
Why will it not accept a landline number, afterall, BT is a LANDLINE provider direct to a registered address, a mobile number is not. A landline would be higher security than a mobile.

"this new security step is now mandatory to access My BT"
Does this mean I can now terminate my contract early without penalties because I can no longer access the service and BT have changed their contract to such an extent that I can no long use the online facilites?

Cathprotech

Re: No access to my account due to FORCED 2 form authentication to a number I don't have.

maxspadge1 — Sat, 09 May 2026 10:55:14 GMT

I have the exact same problem and was also told to use someone elses phone number. Just goes round in circles have had numbers to enter sent to the email that wants verifying put the number in then asks for a phone number and then says sent a number to my phone which necer arrives. Waiting for a 2nd call back now but not holding much hope an if nothing sorted will end the contract cos it's a breach of it not allowing me access when i have given them every detail about my account.

Re: No access to my account due to FORCED 2 form authentication to a number I don't have.

Cathprotech — Sat, 09 May 2026 13:16:39 GMT

Update:
Even though I was told it needs to be a mobile number and on the log-in page it states mobile number, I tried my home number as mentioned by one of the replies on here.
It worked at first, sort off.
My telephone screening would not let the call come through so I had to edit my call screening list.
After that, next try it worked, I got a call from BT with a recording saying I had a Text, pressing one then read out the code.
I now have access to my account... but.

Every time I try to do something it again asks for the code but the Text to voice service from BT is not instant and I did not receive any further codes, so I was locked out again.
Next morning, over 12 hours after, I received 4 seperate telephone calls over the morning passing me my code from the night before.
Seem's to be a bit hit and miss whether you get the code in time or not.
It's a possible work around but I cannot change my Two form authentication mode as I cannot get the code again!