This topic

Contact BT by some means other than phone or direct messaging

Simon-A — Fri, 28 Nov 2025 13:26:04 GMT

Hi,

I am currently working in China for a short period and BT keep locking me out of my email account. I re-secured it three times now but every time I access it they lock it again.

I am trying to contact them but the 'Message now' button is not responsive and I can't call them using my mobile as the call keeps failing. I obviously can't write a letter so I seem to have exhausted all options. Ideally I would like an email address but there doesn't seem to be one.

Can anyone suggest any other options for contacting them?

Thanks.

Re: Contact BT by some means other than phone or direct messaging

conrad — Fri, 28 Nov 2025 20:15:41 GMT

You could send a message on X @bt_u but they seem to direct people to the website or a phone number so may not be able to help.

Re: Contact BT by some means other than phone or direct messaging

Lesley_W — Sat, 29 Nov 2025 09:02:49 GMT

Hi @Simon-A

Thanks for coming to our community.

I'm sorry you are having trouble getting in touch. There is some information here Repeat login failures to BT Email that may be of some use.

Which number have you been calling? Our number to call when abroad is +44 150 174 7714.

Lesley

Re: Contact BT by some means other than phone or direct messaging

Simon-A — Mon, 01 Dec 2025 07:07:00 GMT

@conrad Hi, thanks for the reply. I’m not a social media user I’m afraid.

Re: Contact BT by some means other than phone or direct messaging

Simon-A — Mon, 01 Dec 2025 07:13:30 GMT

Hi @Lesley_W,

Thanks for the reply. Yes, that was the number I called.
In the end I googled an email address and wrote to it. To my surprise I received a reply from a very helpful chap.
As it happens, it’s been behaving since so I suspect it’s a very sensitive system whereby even one attempt to login with an incorrect password is enough to get your email locked. That doesn’t explain why it was locked in the first place so that will remain a mystery.
Regards.

Re: Contact BT by some means other than phone or direct messaging

egerton — Mon, 01 Dec 2025 11:04:04 GMT

Sir,

I feel your pain, trying to communicate/contact with BT/Openreach is a challenge, I have written letters to London and Birmingham, guess what its as slow as the Copper Lines I am on - no response.

You say you cannot send a letter but I suggest you try head office address for the cost of Air Mail and recorded tracking - BT, 1 BRAHAM ST, LONDON, E1 8EE. Good luck, I hope it stirs someone to visit the post room if they can get the door open!!