This topic

Get mobile for 2 step authentication

philip55 — Wed, 22 Apr 2026 14:09:39 GMT

Phoned bt twice today to be told ill need a mobile which i dont have for 2 step authentication. At the moment the code is sent to my digital voice but it rings and is silent. The agents were happy for me to leave when i explained im not getting a mobile. They did me a favour because none of them seem to have a clue its becoming a cowboy outfit

Re: Get mobile for 2 step authentication

chrisjp — Wed, 22 Apr 2026 14:19:41 GMT

It's true that a lot of BT's telephone agents do not have much of a clue about how BT's broadband and DV systems work, but I don't think that makes BT "cowboys", although the agents sometimes do hard sell alterations to customer service, to get commission.

Unfortunately a lot of businesses are now moving to 2 factor authentication and only enabling text messages to mobile phones as the means of sending you a code. Some businesses also offer to send a telephone message where the code is read out to you - but I don't know if BT offers this method. Look carefully when you next encounter 2FA to see if this is offered.

Re: Get mobile for 2 step authentication

philip55 — Wed, 22 Apr 2026 14:34:15 GMT

They made no effort whatsoever to try keep a customer who's been with them for over 10 years. My phone rings when code is sent but is silent and they made no effort to make sure everything was working. They might as well as said you need a mobile f off. Theyll be a few thousand who dont have mobiles and they're prepared to let them go no wonder people are leaving in their droves.

Re: Get mobile for 2 step authentication

gg30340 — Wed, 22 Apr 2026 14:39:55 GMT

If you have an email account the PIN code also gets sent there.

Re: Get mobile for 2 step authentication

philip55 — Wed, 22 Apr 2026 14:44:29 GMT

yes but its when i type the code in phone rings with no code

Re: Get mobile for 2 step authentication

gg30340 — Wed, 22 Apr 2026 14:48:12 GMT

You will need to call BT Billing 0330.1234.150 and report the problem.

Re: Get mobile for 2 step authentication

philip55 — Wed, 22 Apr 2026 14:49:05 GMT

First time a code was sent to email but then i put it in and had to type phone number to get another code.Now it just asks for phone number

Re: Get mobile for 2 step authentication

gg30340 — Wed, 22 Apr 2026 14:50:33 GMT

Nobody here can sort your problem, you will need to call BT.

Re: Get mobile for 2 step authentication

philip55 — Wed, 22 Apr 2026 14:51:36 GMT

i cant i've rung until im blue in the face. i've conceded lol they beat me

Re: Get mobile for 2 step authentication

DCS — Fri, 24 Apr 2026 08:25:32 GMT

Not Cowboys ? How can they just introduce 2FA without any advance warning ? And then tell you to buy a mobile phone !

Re: Get mobile for 2 step authentication

DCS — Fri, 24 Apr 2026 11:33:34 GMT

And how do you read the email if you can't login to your rmail without the pin ?

Re: Get mobile for 2 step authentication

DCS — Fri, 24 Apr 2026 11:44:19 GMT

And why can't I go to MyBT from the email banner. I now need anther pin even though my email is now logged in having used a pin ?

Re: Get mobile for 2 step authentication

danielle1 — Mon, 27 Apr 2026 10:50:04 GMT

I hope you're still there; I've posted this on a similar thread. If the code is sent by landline and you pick it up but don't say anything, it goes silent (more of a quiet hum). But if you say something, the message kicks in with a long message telling you to choose "1" to get the code. It's read out pretty fast, though.

This works for me. I tried it just a few minutes ago -- but yeah, it's a pain. I'm hoping my device will be "trusted" soon. I am NOT getting a mobile!

Re: Get mobile for 2 step authentication

philip55 — Mon, 27 Apr 2026 11:49:00 GMT

Ok thanks will try that

Re: Get mobile for 2 step authentication

gg30340 — Mon, 27 Apr 2026 12:06:45 GMT

@DCSwrote:
And how do you read the email if you can't login to your rmail without the pin ?

That is why you should have set up your recovery email as a different email address from one you use as your BT email address or BTID as advised in your MyBT when you set that up. You can change it in the My Profile section of your MyBT.

"This is the email address and mobile number we will use to send recovery details to if something goes wrong. The email address used must be different to your BT ID username".

Re: Get mobile for 2 step authentication

gg30340 — Mon, 27 Apr 2026 12:06:02 GMT

@DCSwrote:
And why can't I go to MyBT from the email banner. I now need anther pin even though my email is now logged in having used a pin ?

MyBT and BTMail are two separate systems and it is a security issue because hackers could hack into either one without hacking the other so the 2FA is acting independently on each one.

Re: Get mobile for 2 step authentication

DCS — Mon, 27 Apr 2026 13:07:50 GMT

And where does it say that? We should not have to come here for an answer. Why didn't BT send us all an email or update the help pages. Even their own email team weren't aware of these changes

Re: Get mobile for 2 step authentication

gg30340 — Mon, 27 Apr 2026 13:18:27 GMT

@DCSwrote:
And where does it say that? We should not have to come here for an answer. Why didn't BT send us all an email or update the help pages. Even their own email team weren't aware of these changes

Complain to BT then. This is just a customer to customer forum.