This topic

Can't login to email or my bt

dcdick — Thu, 02 Nov 2023 18:03:22 GMT

After a security issue this afternoon which needed a password change to my usual email address I am now being told to log in to my.bt to start 2 stage authentication.

Ok so we'll do that but when I try to log in to my bt it seems that the btinternet address I use for my bt is now using the new password I set up for the emails earlier this afternoon.

my.bt just won't open for me, I just get the wait logo.

Can't access bt mail unless I go through Thunderbird

Am I missing something here ?

Ideas anyone

Re: Can't login to email or my bt

gg30340 — Thu, 02 Nov 2023 20:32:17 GMT

You can no longer access your email account through MyBT. You have to use the BTMail log on page. Have a read through the instructions on the log on page.

BTMail

Re: Can't login to email or my bt

dcdick — Thu, 02 Nov 2023 22:33:18 GMT

That's not the problem gg

The mail would work ok, as I can log into mail ok, but, before I can use it I have to go through the 2 stage verification process ( I assume I must have initiated that somehow)

It tells me to log in to mybt to go through the process but, when I try to do that the email I use for mybt does not recognise the password as it is now the same as the email that was "compromised" & blocks access for incorrect password

Simple answer would be to put the mybt email addy back to the original. If I could find a written copy of that password as it has been overwritten by Google

I can't see any way of changing the mybt password as I cannot get into mybt & the on-line bt help is confusing to say the least

Re: Can't login to email or my bt

gg30340 — Thu, 02 Nov 2023 23:10:55 GMT

Go to the MyBT log on screen and use the "forgotten your login details" route.

Re: Can't login to email or my bt

dcdick — Fri, 03 Nov 2023 09:15:48 GMT

Tried that again today

All I get is the little logo top left going round & round & then finally settles on a "your profile" page & an address that fills the bar

"https://my.bt.com/s/apps/appsselfserve/index.html#/forgotlogindetails?srfd=y&view=mybt&TARGET=%24SM%24HTTPS%3A%2F%2Fhome%2Ebt%2Ecom%2Fss%2FSatellite%2Fsecure%2Floginforward%3Fsite%3Dbtcom%26view%3Dmybt%26redirectURL%3"

This page is unresponsive

Re: Can't login to email or my bt

gspearson — Fri, 03 Nov 2023 10:07:59 GMT

Me too, no matter which way I attempt, I get a blank screen

Re: Can't login to email or my bt

gspearson — Fri, 03 Nov 2023 10:09:25 GMT

I want to see my bill and the link on yesterday's email goes nowhere.

Re: Can't login to email or my bt

gspearson — Fri, 03 Nov 2023 10:20:31 GMT

I read my emails in Outlook and that is working fine, I guess.

Re: Can't login to email or my bt

Neutral — Fri, 03 Nov 2023 10:45:37 GMT

Not trying to rob your post, but I also cannot get into MyBt anymore. I did get in once last night out of 5 or 6 tries, (changed nothing), but then when I tried to view my bill it just hung again with a twirling busy circle. I do not use BT mail. I joined about 6 weeks ago, and though for a month or so could get into MYBT, since billing me the last week or so its been like this, super iffy.

Re: Can't login to email or my bt

dcdick — Fri, 03 Nov 2023 11:14:54 GMT

Not just me then 🙂

Re: Can't login to email or my bt

NeilO — Fri, 03 Nov 2023 12:00:41 GMT

Hi Everyone, We are aware of the MyBT problems and working on a fix, I'm sorry for any inconvenience caused in the meantime.

Thanks

Neil

Re: Can't login to email or my bt

Rob_J — Fri, 03 Nov 2023 12:15:20 GMT

My BT has not been working properly for at least 48 hours. Is there any idea of when it will be OK?

Re: Can't login to email or my bt

NeilO — Fri, 03 Nov 2023 12:44:26 GMT

@Rob_J I'm sorry I don't have a timescale, but it is being treated as a priority.

Thanks

Neil

Re: Can't login to email or my bt

JoDy2 — Fri, 03 Nov 2023 13:49:35 GMT

Thanks @ Neil to picking this up,

I too am affected in the last 48 hours.

Just to add a strange detail, when I try to log in nothing happens, I only see the white page & basically the BT website is not responding , but when I click on MyBT it looks like I'm logged in anyway.

Not sure if others see this as well ?

So I logged out, cleared cashes, cookies but same story, the MyBT page wont respond.

Re: Can't login to email or my bt

Rob_J — Fri, 03 Nov 2023 14:07:34 GMT

I tried clearing caches and cookies, using different web browsers and so on, but nothing worked. It seems variable as to what actually happens, sometimes an empty page, sometimes a time out error, sometimes going to the wrong page.

Re: Can't login to email or my bt

NeilO — Fri, 03 Nov 2023 14:17:37 GMT

Hi Everyone,

We are aware that My BT is experiencing latency and some pages are not accessible. We are working to fix this as soon as possible and we're sorry for any inconvenience caused. We recommend that you try again later when My BT is back to normal.

Thanks

Neil

Re: Can't login to email or my bt

dcdick — Fri, 03 Nov 2023 14:36:35 GMT

Thanks NeilO 👍

Can't manage email

cmn — Fri, 03 Nov 2023 18:19:08 GMT

Yesterday I could log into www.bt.com/mybt, and via "your products" and "manage email", I could manage my email addresses. I deleted 3 addresses that I no longer wanted. Today I cannot get into "manage email". I want to be in there because my email will no longer sync with BlueMail on my phone or Outlook on my PC - I was thinking of trying to change the email password for my address but can't. I can access my BT mail via the web interface however. My wifes BT email continues to sync to devices via IMAP as usual. BT support seems powerless to actually investigate what's going on. I have to wait to see if someone happens to do something somewhere to make things work again. Rather hit and miss I think...

Re: Can't manage email

dcdick — Sun, 05 Nov 2023 10:59:11 GMT

Finally sorted

I noticed gg's reply to another poster to "switch off & unplug, wait a bit then plug in again" or words to that effect

How many times did I tell apprentices & trainees that in the past 🤔

I'm stuck with the 2 step thing but I can live with that

Thank you gg

Re: Can't manage email

cmn — Sun, 05 Nov 2023 11:18:36 GMT

Yes things are working again. My support approach would be ask what URL isn't working, use that to identify the server and process at fault and get something done about it then report back status to the (paying) customer. BT support spend most of time failing to grasp what customers are saying then work on the basis that customers are idiots who must be doing something wrong or doing something they don't support etc. True this can often be the case but not always!