This topic

Unable to change/remove BT ID

thesloaneranger — Tue, 26 May 2026 22:00:49 GMT

I am the bill payer and the BT account is in my name....however my husband looked after things, so had the BT ID attached to his email and mobile phone number. He died 10 months ago and the mobile number and email address are long gone (so no way of receiving a PIN), but I can sort of get in by answering the security question correctly.

When I try to add a new email login to the account number, I get stuck in a loop of death and cannot get beyond the bit which asks what ID I want to have as the primary one; it doesnt matter if I keep my husbands login or ask to delete it, the page keeps looping back.

I have tried on 2 different PCs in different places and get the same result. All I want to be able to do is access the account Ive been paying for the last 6 years - am I doing something wrong, or is it just a glitch? Im not up to a call centre so I wonder if anyone here can help?

Many thanks x

Re: Unable to change/remove BT ID

Christopher_G — Wed, 27 May 2026 10:35:41 GMT

Hi and welcome to the community, @thesloaneranger.

I'm so sorry for your loss. Please accept our condolences.

I understand that you may not be up to contacting our customer support team, but they're in the best position to be able to help you with this. There's a chat function on our contact us page, that may be easier for you.

They'll make it as easy as possible for you to sort this out and help you get access to your account fully.

Let us know how you get on please.

Chris

Re: Unable to change/remove BT ID

thesloaneranger — Wed, 27 May 2026 10:41:21 GMT

Thank you Chris

Ill give the chat option a go. My husband was the king at winning the BT call centre lottery and getting someone helpful, whereas I always seemed to end up with someone on work experience... hence why he had control of the account lol!

I really appreciate you taking the time to reply. Have a great day x

Re: Unable to change/remove BT ID

Christopher_G — Wed, 27 May 2026 11:19:36 GMT

I'm sure you'll get through to someone helpful, @thesloaneranger. 🙂 Please let us know how it goes.

Thank you. I hope you have a great day too.

Chris

Re: Unable to change/remove BT ID

thesloaneranger — Wed, 27 May 2026 12:45:57 GMT

I got someone helpful, however there seems to be a lot of problems with the website which means that I am not really any further forward sadly. Apparently these issues will be fixed sometime between the 3rd of June and the 7th.... so not much use as I still cannot actually view my account.

Having to share billing info and such with the online chat and then not seeing progress doesn't exactly feel great either 😕 Thank you for your help Chris x

Re: Unable to change/remove BT ID

Christopher_G — Wed, 27 May 2026 13:08:07 GMT

Thanks for coming back to update us, @thesloaneranger

Fingers crossed those issues are fixed soon, and you see some progress with getting logged in. Could you give it a try after those dates and let us know if it works please? If I see any updates on issues like this, I'll pop by and let you know.

Chris

Re: Unable to change/remove BT ID

thesloaneranger — Wed, 27 May 2026 13:45:59 GMT

Of course 🙂 I can now log in, but the glitch means that I cannot access my bills or check/change what products I have... and my details are blank on the dashboard. However if I deep dive into the account I can see the contact details are now correct and the account number is mentioned, which is a little more reassuring.

Apparently a lot of customers are having issues with logging in and the password reset is also glitchy, so I hope this thread at least will help others in the same boat xx