Logging into MY BT takes me to a homepage displaying an account number which is not mine

pjandjj — Wed, 09 Sep 2026 14:00:41 GMT

My correct account number is being billed monthly however I have no access to it and can therefore not complain through MY BT option.

I have spoken to the BT technical service by phone but they were not able to help remotely.

Can anyone suggest a way forward please.

Re: Logging into MY BT takes me to a homepage displaying an account number which is not mine

Leanne_T — Wed, 09 Sep 2026 15:47:52 GMT

Hi there @pjandjj

Thanks for coming to the community.

When you log into your BT account, do you have the correct information including your name and address?

Is this a new BT account? If so, have you had a BT account previously with the same email address?

Speak soon.

Leanne.