This topic

How to edit Call Protect blacklist and who is the account manager

yorkley — Sat, 15 Aug 2026 11:31:00 GMT

My elderly neighbour has blocked a few numbers and wants them re-instated. So I logged into their MY BT account and went to Digital Voice, products etc.
The page I ended up on had one manage button that took you through to sales ordering.
Further down the page there were 5 boxes of different options and one was call protect.
None of these boxes can be used as they all say - see your account manger.

My question is:-

1. Who is their account manger?
2. Is there any way to get to call protect management?

The BT help page was no good with broken links etc and no real help what so ever.

Re: How to edit Call Protect blacklist and who is the account manager

imjolly — Sun, 16 Aug 2026 09:08:23 GMT

your neighbour will be the account holder and someone possibly a relative has appointed themselves account manager with the account owners permission. if you are using neighbour MYBT login then that should give access to change call protect to make changes

Re: How to edit Call Protect blacklist and who is the account manager

yorkley — Sun, 16 Aug 2026 10:08:27 GMT

I am using their account to login and checked that I was logged in when the account manager stuff appeared.

Re: How to edit Call Protect blacklist and who is the account manager

Chris__S — Mon, 17 Aug 2026 10:23:13 GMT

Hi @yorkley,

I'm sorry to hear that you're having trouble finding the information that you need.

Our All about Call Protect for Digital Voice web page has helpful information about how to unblock numbers.

Chris S

Re: How to edit Call Protect blacklist and who is the account manager

William2154 — Mon, 17 Aug 2026 10:30:12 GMT

It sounds like the Call Protect settings may be restricted by the type of BT account or how the service is provisioned. If the My BT page is showing “see your account manager” instead of giving you the management option, I’d avoid changing anything through the sales/order section.

For an elderly neighbour, the easiest route may be to contact BT support and ask specifically for Call Protect blacklist management. Have the account holder available if possible, as BT may need to verify their identity before making changes.

It would also be worth checking whether the blocked numbers can be removed directly through the Digital Voice handset or Call Protect controls, depending on the setup.

For general online troubleshooting, resources such as penguindiner.io can also be useful, but for account-specific BT settings, official support is the safer option.

Re: How to edit Call Protect blacklist and who is the account manager

yorkley — Mon, 17 Aug 2026 10:32:17 GMT

Chris

Cannot even access that area of MY BT.

Appears there is an account manger I don't know about.

Bob

Re: How to edit Call Protect blacklist and who is the account manager

Chris__S — Mon, 17 Aug 2026 10:38:22 GMT

@yorkley,

Thanks for letting me know Bob,

Is it asking you for a password or a one-time PIN to access the account manager?

Chris S

Re: How to edit Call Protect blacklist and who is the account manager

yorkley — Mon, 17 Aug 2026 10:41:59 GMT

I can log in the MY BT account and see the bill etc.

But all the options at the bottom of the page state "see your account manger", which includes Call Protect.

Re: How to edit Call Protect blacklist and who is the account manager

Chris__S — Mon, 17 Aug 2026 10:49:14 GMT

You should also be able to access Call settings from the home phone @yorkley, by dialling 1572 and following the menu options.

Call Protect settings and personal blocked numbers can be managed there.

Chris S

Re: How to edit Call Protect blacklist and who is the account manager

yorkley — Mon, 17 Aug 2026 11:02:42 GMT

Tried that and no delete option