This topic

Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Tue, 21 Jul 2026 12:27:39 GMT

Is anyone else still unable to access their accounts on line. I've been talking to them for 10 weeks now and still not resolved. I can add my personal details but can't add my account because I never receive a pin number through phone number or email.

Re: Are others still unable to access their accounts. 10 weeks on

kinetic747 — Tue, 21 Jul 2026 15:22:11 GMT

No access here either. I phoned BT last week and they said it would be fixed over the weekend, but it's still not working.

Re: Are others still unable to access their accounts. 10 weeks on

Christopher_G — Thu, 23 Jul 2026 07:32:38 GMT

Hi @saintfruitbat and @kinetic747

The best advice I can give, is to speak with our technical support team, so that they can check over your account to see if it can be fixed, or part of a ticket that they're already looking into.

Hopefully, they can help get you access to your account soon. Please keep us updated with what happens.

Chris

Re: Are others still unable to access their accounts. 10 weeks on

kinetic747 — Thu, 23 Jul 2026 21:01:50 GMT

I meant to phone them earlier but I'll try again on Monday.

Re: Are others still unable to access their accounts. 10 weeks on

Chris__S — Fri, 24 Jul 2026 07:28:31 GMT

Hi @kinetic747

Our contact centres opened from 8am so you should be able to contact them now.

Please keep us updated with how you get on.

Chris S

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Fri, 24 Jul 2026 08:01:01 GMT

Hi Chris

I have spent over 10 hours online over the past 10 weeks talking to tech support about sorting this and no one can sort it.

I got told back in May it will be sorted end of May defiantly, Then in June same again. Now I have been given the date 1st Aug. If not sorted I will go to the ombudsman as directed in a letter I received from BT.

I have BT TV a mobile and broadband through BT so looking at my account is a must. No one will send me a free statement either.

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Fri, 24 Jul 2026 08:01:48 GMT

I have replied to you above Thanks

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Fri, 24 Jul 2026 08:07:22 GMT

I've spent over 10 hours in the last 10 weeks on chat . Always get promised by a certain date never happens. My new date is 1st Aug

Re: Are others still unable to access their accounts. 10 weeks on

Chris__S — Fri, 24 Jul 2026 08:15:13 GMT

I'm very sorry to hear about your experience @saintfruitbat?

I can only imagine how frustrating it's been for you over the last 10 weeks.

Have you made a complaint with us directly yet?

Chris S

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Fri, 24 Jul 2026 09:54:05 GMT

I have had 5 complaints open and shut with no resolve. I now have one permanently open with updates every week with the same message . It's linked to an ongoing app and web site issue it's trying to be sorted.

Re: Are others still unable to access their accounts. 10 weeks on

Chris__S — Fri, 24 Jul 2026 10:13:30 GMT

Thanks for letting me know @saintfruitbat

I'm sorry that you've had to make so many complaints without a resolution.

It's positive that you have an open complaint at the moment.

I'd like to make sure that we give you an update, so I'd recommened giving us a call and a guide can get access to your account.

Chris S

Re: Are others still unable to access their accounts. 10 weeks on

kinetic747 — Sun, 26 Jul 2026 18:08:34 GMT

I'll be trying tomorrow at some point, but I find it astounding that I can't access my account, it's easier to access online banking!

Re: Are others still unable to access their accounts. 10 weeks on

Chris__S — Mon, 27 Jul 2026 07:25:45 GMT

Thanks for highlighting that you still can't access your account @kinetic747 .

Have you had a chance to speak with our technical support team yet?

Chris S

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Mon, 27 Jul 2026 20:11:38 GMT

I'm still unable to add my account. I hope you have more luck. 10 Hours wasted so far on chats . I've been told 1st Aug. Interested so see if that's right. Highly unlikely.

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Mon, 27 Jul 2026 20:12:48 GMT

As I said before I have spent over 10 hours on separate times talking to the tech guys. We have tried everything but nothing works.

Re: Are others still unable to access their accounts. 10 weeks on

Austin-sean300 — Tue, 28 Jul 2026 06:28:23 GMT

That sounds really frustrating, especially having chased it since May with no resolution. A couple of things worth trying alongside gg30340's suggestion:

Double-check both locations — as gg30340 says, there's a difference between the 2FA number under "Two Step Authentication" and the recovery contact details under Account > Personal Details > Contact Details. It's worth confirming the mobile number is correct and identical in both places, since a mismatch between the two could be part of what's causing codes to fail silently rather than bounce with an error.
Try requesting the code via voice call instead of SMS, if that option is offered on the verification screen — sometimes SMS delivery issues between specific networks (EE included) and the sending platform don't affect voice calls, since they go through a different route.
Ask EE to check for SMS filtering/blocking on your line specifically for short-code or alphanumeric sender IDs, not just general network issues. Some carriers silently block certain business SMS senders, and "there's a known issue" calculatrice mauricette from a phone rep doesn't always mean it's been fixed on their end, even if BT has resolved things on their side.
Since a BT moderator (Lesley_W) has already picked this up, it'd be worth replying directly to her with your account details via private message if she asks, since this looks like it needs to be escalated to their technical team rather than solved through community troubleshooting alone.

Re: Are others still unable to access their accounts. 10 weeks on

kinetic747 — Tue, 28 Jul 2026 12:02:58 GMT

No not yet, I was on there over 4 hours last time, so I'm trying to find a slot when I can spare the time. Just had an email saying my latest bill is one click away, hilarious!

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Thu, 30 Jul 2026 13:20:43 GMT

Thanks for your reply.

Both numbers are the same so not that.

No option for voice call pin

Took number blocking off my phone.

Also not just trying to get a resolve from community as spent 10 hours over 5 different occasions with tech team trying different things to come to an end with we will raise a complaint.

Thanks for trying to help.

I've had mu son trying to help too as he has a degree in computer forensics and cyber security and he has no idea either.

Re: Are others still unable to access their accounts. 10 weeks on

HHGTTG — Thu, 30 Jul 2026 15:53:24 GMT

Is this problem to do with accessing your account using MyBT App or something as I have no trouble as all logging in to MyBT account online via www.BT.com?

I have given up filling up my phone/s with a lot of memory consuming Apps and just put links on my home screen to corresponding websites although the experience isn't always the best.

Re: Are others still unable to access their accounts. 10 weeks on

saintfruitbat — Thu, 30 Jul 2026 18:49:03 GMT

It's trouble just accessing with anything. Supposedly there about a thousand of us who cannot get a pin sent to add our accounts back to our profiles as they were flagged up as account inactive.