This topic

BT has restricted my service, NO BT ID, Child on a medical device

glitterball — Sun, 24 May 2026 00:48:47 GMT

Hi all,

I’m really hoping someone here can help because I am at breaking point with this.

I’m a single parent to three children, two of whom have additional needs and rely on a medical monitoring device that must stay connected to the internet. When I moved from Plusnet to BT, I was explicitly told that I would be placed on the register as having someone with care needs, and that my broadband would not be restricted because it is essential for their safety.

Despite this, BT have stopped my service.

To make things worse, I cannot even log in to pay the bill because my BT Customer ID suddenly “does not exist”. I phoned BT once (which is extremely difficult where I live due to poor signal) and was told the issue would be fixed. It hasn’t been. I am now completely locked out of my account and unable to resolve anything.

I live in a remote area with almost no mobile reception, so I can’t call BT again. I’ve had to physically travel somewhere else just to post this message. The amount of hassle, upset, and stress this has caused is unbelievable — especially when my children’s safety depends on having a working connection.

I feel completely let down. I did everything right when switching, made BT aware of the medical needs in my household, and trusted that we would be protected. Instead, I’m now without service, unable to access my account, and left in a situation that is genuinely frightening as a parent.

Please can someone escalate this urgently? I need my broadband restored and my account fixed so I can actually log in and manage my services. This situation should never have been allowed to happen.

Thank you.

Re: BT has restricted my service, NO BT ID, Child on a medical device

Kimberlin — Sun, 24 May 2026 07:18:19 GMT

@glitterball Unfortunately your post does not go to BT, this is a customer to customer help forum assisted occasionally by Moderators who may not necessarily read your post and in any case, do not have access to customer accounts. Your only option is to contact BT:

0800 800 150

Unfortunately if you have poor mobile reception and no access to a landline at home, this is as you are aware, going to be incredibly difficult. You can’t even send an email because BT don’t give customers that option.

Re: BT has restricted my service, NO BT ID, Child on a medical device

imjolly — Sun, 24 May 2026 08:10:15 GMT

another option is to use message now with billing and see if they can help or put you in contact with someone that can

https://www.bt.com/help/contact-bt/account-and-billing/broadband

have you just lost internet service or have you been cut off for non payment?

Re: BT has restricted my service, NO BT ID, Child on a medical device

Peter_W — Sun, 24 May 2026 11:09:22 GMT

Welcome to the Community, @glitterball

I'm keen to make sure we've done all we can to support you here, so I've just sent you over a private message so we can take a few more details.

Peter