This topic

Locked out of email

crownfield — Fri, 12 Jun 2026 17:32:29 GMT

I have been locked out of my email (had to create a gmail account so i could post on here) says suspicious usage on my email account i can only assume it may be a VPN problem However i spent over an hour on the phone to BT help and at the end he confirmed this was a problem with BT and he would raise it with the Tech team but allow 2 to 5 working days well it has been 5 working days days and i still cant access my email account which is driving me mad. Apparently when it gets to the recover account page there should be instructions and continue tab etc to unlock the account but these appear to missing so we went through all the things is could be my end with no luck Then he tried to get into my email using my email address and using the forgotten password link and he got the same problem with his own computer so now i am in limbo and every time i ring its a 45 minute wait time and like everyone when you cant access your emails it is very very frustrating not sure what to do next. Any help of how to overcome this would be greatly appreciated.Thankyou

Re: Locked out of email

N1ckyf — Sat, 13 Jun 2026 15:34:14 GMT

Same here. 2nd attempt today to connect via online chat. 4 hours wasted altogether. Both times chat cut off.

To be fair 2nd cut off was probably my fault as he told me to clear my cache and zip deleted history which closed down all tabs and binned off the chat.

If they know this is a common problem why p!$$ about - just fix it

Re: Locked out of email

crownfield — Sat, 13 Jun 2026 16:24:46 GMT

Couldnt agree more it is so unprofessional and so much is depended on e mails think i will move on to gmail but that is such a pain all the things linked to your email having to change. Surely they have sorted a fix by now !!!!

Re: Locked out of email

Ali_A — Sun, 14 Jun 2026 13:11:03 GMT

HI @crownfield & @N1ckyf

It strange you're getting locked out of the recovery process. It's usually a quick and straightforward process, as we appreciate the need to access your emails again as soon as possible. I'd like to see if I can get this passed on the team to look into.

I'll send you a private message for more information. Can you have a look and get back to me when you can.
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Ali

Re: Locked out of email

chrisjp — Sun, 14 Jun 2026 21:57:37 GMT

"I have been locked out of my email (had to create a gmail account so i could post on here)"

I don't think you need ANY email account to post on this forum. You just need to register with a username and password and to access this Forum via its webpage.

Re: Locked out of email

gg30340 — Mon, 15 Jun 2026 07:26:05 GMT

@chrisjp

You do need a need an email address to register an account on this forum in order to post on the forum. It does not need to be a BT email address.

Re: Locked out of email

crownfield — Mon, 15 Jun 2026 09:36:47 GMT

They do ask you for an email to send a confirmation code and as i cant get into my bt email ...........

Re: Locked out of email

crownfield — Mon, 15 Jun 2026 16:39:27 GMT

Firstly i should explain after 45 years with BT i decided that i could not live with the constant problems and download speeds of around 6meg so i moved away from BT and was told i could keep my email account which i did. Now i have this problem which has finally been resolved the lady on the phone was extremely friendly and helpful Now the only way she could get my account up and running was to delete my BT ID first and she was obviously doing other things which i know not whether she was reading a script from the IT guys or she worked this out herself i dont know all i know is i can now access my emails. As i have no account as such with BT only email i am not sure what ramifications there might be in not having a BT ID as i have no need to access MYBT for example i wonder if anyone knows if this might affect my e mails in future but i am extremely pleased she managed to do it. The other weird thing was on a Monday morning i was expecting long delays in getting through yet this morning i waited about 2 minutes to be connected 😃so this may be an answer for any others who are experiencing this problem.

Re: Locked out of email

crownfield — Mon, 15 Jun 2026 19:09:52 GMT

Hi Nicky I have posted my experience today with BT it may be the solution for you as well or at least point you in the right direction

Re: Locked out of email

Ali_A — Wed, 17 Jun 2026 10:47:58 GMT

HI @crownfield

It's great to hear your login issue has been resolved. Thanks for updating the thread with this.

With regards to your email after leaving BT Broadband, we have information about this, the timelines and steps you can take, at What happens to my BT email address when my broadband service stops?

Ali

Re: Locked out of email

N1ckyf — Wed, 17 Jun 2026 11:41:28 GMT

Thanks crownfield. Much appreciated

Re: Locked out of email

N1ckyf — Wed, 17 Jun 2026 11:44:46 GMT

Do sent. Thanks N1ckyf

Re: Locked out of email

N1ckyf — Thu, 18 Jun 2026 16:06:14 GMT

Problem resolved by the tech team. Thanks for the the help @Ali_A and @crownfield