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.

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

KatyP — Mon, 20 Jul 2026 11:51:57 GMT

This is not a solution for me - the issue persists after deleting and reinstalling the BT app and deleting and setting up my BT ID again

Months on!!

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

KatyP — Mon, 20 Jul 2026 11:53:27 GMT

And no one from BT seems to be monitoring this issue

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

Leanne_T — Mon, 20 Jul 2026 14:40:28 GMT

Hi @KatyP

Thanks for coming back to the community.

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

Leanne.

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

DawnMaddock — Mon, 20 Jul 2026 17:06:10 GMT

Hi, I have been onto BT complaints now in regards to this. The advisor has tried numerous different ways to sort, and so have IT. She has stated that this fault has been reported since April and engineers have been working on it since then.

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

DawnMaddock — Mon, 20 Jul 2026 17:06:27 GMT

Re: Cannot add my account to MyBT

KatyP — Mon, 20 Jul 2026 20:52:16 GMT

Well I have the same issue and it is not fixed!

Re: Cannot add my account to MyBT

KatyP — Mon, 20 Jul 2026 20:52:39 GMT

And me too!

Re: Cannot add my account to MyBT

imjolly — Mon, 20 Jul 2026 21:24:40 GMT

@KatyP

As I have posted the forum mods no longer have account access so PHONE CS 03301234150

Re: Cannot add my account to MyBT

KatyP — Mon, 20 Jul 2026 21:40:42 GMT

But I have no idea what option to choose when I phone BT?

Re: Cannot add my account to MyBT

KatyP — Mon, 20 Jul 2026 21:45:12 GMT

And me

Re: Can’t link my account to my BT ID

KatyP — Mon, 20 Jul 2026 21:46:47 GMT

This says solved but it isnt

Re: Lost access to my BT

KatyP — Mon, 20 Jul 2026 21:48:36 GMT

My problem
Is the same

Re: My BT

KatyP — Mon, 20 Jul 2026 21:51:25 GMT

Well I have not been escalated

Re: My BT

KatyP — Mon, 20 Jul 2026 21:52:05 GMT

I have the same issues and yes it is taking a long time