This topic

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Fri, 05 Jun 2026 23:31:19 GMT

When I log into my account I get the message

Sorry, we can’t get your account details at the moment

This is both web and from my phone app, very frustrating can you help please

Re: Sorry, we can’t get your account details at the moment

imjolly — Sat, 06 Jun 2026 10:21:16 GMT

this is a known problem and there are numerous posts on the forum if you search

I see some posting that they are able to access today so maybe try again

https://www.ispreview.co.uk/index.php/2026/06/bt-and-ees-uk-websites-and-app-experiencing-service-disruptions.html

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Sat, 06 Jun 2026 12:08:28 GMT

Nope still no access for the large amount the Broadband costs, which claims to be Fiber but is not as it comes down 50 year old cables for over a mile I expect a better service than this

Re: Sorry, we can’t get your account details at the moment

Kodikid — Sat, 06 Jun 2026 12:13:48 GMT

In the rapidly increasing race to the bottom what you expect and what you get are two completely different things

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Sat, 06 Jun 2026 12:21:26 GMT

Not only can I not log in to my account My Last two Router's keep dropping out two to three times a day and have to be rebooted usually at the same times give or take an hour, while the Router light remains Blue indicating no issues there are constant issues every day at least two to three times

Re: Sorry, we can’t get your account details at the moment

Christopher_G — Sun, 07 Jun 2026 13:57:04 GMT

Hi @ktcbracon

Welcome to the community.

I recommend speaking with our customer support team, so that they can help you get logged into My BT and run some tests on your broadband service.

Please let us know how you get on.

Chris

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Mon, 08 Jun 2026 14:46:53 GMT

I am informed that an update enacted by your technicians have caused the problem, I was assured things would be corrected by Tuesday. No sign yet on Monday afternoon of being able to log in.

Re: Sorry, we can’t get your account details at the moment

Leanne_T — Tue, 09 Jun 2026 07:21:03 GMT

Morning @ktcbracon

Thanks for coming back to us and for getting in touch.

Please try again throughout the day and let us know how you get on.

Leanne.

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Tue, 09 Jun 2026 11:07:20 GMT

12.04 PM and still have no luck on logging in. Also I was assured that the order I placed with BT on Sunday would be here today which was when I would start paying for it, alas another let down no sign of the order and according to the tracking Royal Mail haven't even received it Not happy

Re: Sorry, we can’t get your account details at the moment

cedge — Tue, 09 Jun 2026 12:47:40 GMT

Suspect its linked to the MFA update by BT which seems to have affected thousands of customers since Mid Apr 26; I've just checked and its still affecting me; I see the same. Still waiting for a fix.

Re: Sorry, we can’t get your account details at the moment

Leanne_T — Tue, 09 Jun 2026 12:51:48 GMT

Hi @ktcbracon

Thanks for coming back to me.

If you've not received the order and would like an update for the delivery and also the BT account issue, please get back in touch with our broadband guides and they can take a look at this for you.

Leanne.

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Wed, 10 Jun 2026 13:33:12 GMT

Despite assurances it would be fixed yesterday by the BT Technical department it hasn't I still have no information on my account, cannot see invoices or services. A vast amount of money to me each month and for weeks I have had no access, not days, not hours. . . Finally today the additional Tec arrived, promised for Tuesday but of course a day late

Very frustrating

Re: Sorry, we can’t get your account details at the moment

Leanne_T — Thu, 11 Jun 2026 09:33:30 GMT

Hi @ktcbracon

I have sent you a private message to get some extra details.

Leanne.

Re: Sorry, we can’t get your account details at the moment

ktcbracon — Fri, 12 Jun 2026 11:18:19 GMT

I still have no access to my account so I cannot see my billing, my products or do any thing this is across the App and Internet. I don't get the apparent disregard for customers, repeated promises of the glitch will be fixed try again is just hopeless. I am very very frustrated

Re: Sorry, we can’t get your account details at the moment

Michael_D — Fri, 12 Jun 2026 13:41:27 GMT

Hi @ktcbracon

I can see my colleague @Leanne_T sent you over a private message yesterday to take some details about this.

If you can reply back to the message, we can take a look.

Michael