This topic

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

Badger1919 — Sat, 11 Jul 2026 14:06:49 GMT

I am experiencing the same issue since updating my BT-ID (on BT's instruction) to the new required e-mail format.

At present I cannot access my MYBT account and I cannot view any of my Bills.

I spent over two hours recently with the Helpline Chat-Bot ) trying, ultimately unsuccessfully, to get this sorted, and ended up as a very Unhappy Bunny with the following referral to a "higher authority">

(Fri, 3 Jul 2026 18:09:39) BT : In order to get BT ID prioritized & to acknowledge your concern and take
feedback to serve better. I have logged up the complaint and the Complaint
reference : ************

If this means anything to anybody, I am happy to discuss this further.

[MOD EDIT - REMOVED PERSONAL DETAILS]

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

kinetic747 — Tue, 14 Jul 2026 20:17:00 GMT

If it's any consolation I have exactly the same problem.

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

Leanne_T — Wed, 15 Jul 2026 07:19:03 GMT

Hi @kinetic747

Thanks for coming back to the community.

I've sent you a private message for some extra details.

Leanne.

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

KatyP — Wed, 15 Jul 2026 07:40:35 GMT

I can’t get in to see this Leanne
It says I dont have sufficient privileges

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

Leanne_T — Wed, 15 Jul 2026 08:25:04 GMT

Hi @KatyP

This message was sent to @kinetic747.

Have you been in touch with our tech guides to get the account looked into?

Leanne.

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

Badger1919 — Sat, 18 Jul 2026 16:55:48 GMT

Just as a follow-up to my original post:

It is obvious that there are others in the same situation as I am in, indeed the Chat Agent who spent time with me the other week intimated that there were many BT customers in the same situation. She also assured me that the problem would be resolved by July 31st, although in reading through the numerous posts related to this problem it appears that several target dates have already come and gone. As a BT Customer for over 50 years, through POTS, dial-up internet to full-fibre, I still cannot understand why BT cannot provide its Customers with an open explanation of the nature and scale of the issue, together with a convincing undertaking regarding its resolution, or at the very least, a reliable and accessible procedure for restoring Account access on a user-by-user basis.

Rant over!

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

KatyP — Sat, 18 Jul 2026 19:22:08 GMT

And why can’t we be sent paper bills free of charge while BT sorts this!

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

Annette142 — Sun, 19 Jul 2026 11:38:53 GMT

I haven't been able to access my account for months, l rang the helpline, kept waiting for 2 hours, l was told it was only my account affected, and it was now with the tech team and to try again in 24 hours. Hey guess what?????

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

Badger1919 — Sun, 19 Jul 2026 17:14:23 GMT

Is there no one at BT monitoring this dissatisfaction?

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

kinetic747 — Sun, 19 Jul 2026 17:49:58 GMT

I agree entirely. 30 years as a customer and I'm moving on as soon as my contract ends in October, assuming I can access my account by then.