This topic

Can’t link my account to my BT ID

KatyP — Sun, 12 Jul 2026 11:52:48 GMT

When I log in to BT - either on the phone app or on the web - it seems to allow me to add my BT account and tells me to wait 5 minutes. I do wait but nothing is saved. I can therefore not see my bill nor can I add or remove items to my TV package.

I have raised this as a complaint - over 4 weeks ago now. I have had my account deleted twice to no avail - the problem persists. As I said I cannot see my bills or adjust my TV package - and neither can I track my complaint!

Apparently I am one of about 1000 customers facing this and it has been going on since April with no end date. If I want a paper bill I will have to pay extra. If I want to add Sky Sports I have to do this via Now TV but then need to phone BT to remove it.

This really is not good enough! How long will this take to fix?

Re: Can’t link my account to my BT ID

imjolly — Sun, 12 Jul 2026 12:22:40 GMT

try contacting billing use massage now and see if they can help from other post if you cannot access MYBT then they were offered free paper bills until problem with your account is resolved

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

Re: Can’t link my account to my BT ID

KatyP — Sun, 12 Jul 2026 17:33:43 GMT

Well I contacted billing - there is no way I can have a paper bill free of charge despite the fact BT cannot sort out the issue with MYBT to let me see my bill online!
A bit outrageous’

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

KatyP — Sun, 12 Jul 2026 21:34:55 GMT

I have exactly the same issue

i can’t even see my bill but BT say I have to

pay for a paper one! No end in sight …

Re: Account Inactive. Sorry we can’t get your account details at the moment!

KatyP — Sun, 12 Jul 2026 21:35:55 GMT

Exactly the same issue here

Re: Account Inactive. Sorry we can’t get your account details at the moment!

kinetic747 — Tue, 14 Jul 2026 07:40:35 GMT

And here.