This topic

Why cant BT send a text to my new mobile yet?

GillyFB — Tue, 26 May 2026 16:38:02 GMT

I am 81 years of age - so your patience will be appreciated. I hope I have selected the right Forum - thank you.

I have changed to a new mobile. On 14th May I spoke to BT and said that I have a computer tech who needs to check my laptop. My old mobile was 'hacked', hence, new mobile so not using old one at all.

I asked that they change my account to the new mobile number and they confirmed that my records have been changed.

But ... when I log onto BT they want to send me a text to my old number. I have called them several times and so it has gone from give it an hour for system to update, then it can now take a week to 10 days.

Last Friday I phoned and asked when can I see my new mobile number when I log on - he suggested - they use my hacked number to send the code?! So here we are 12 days later and no further and want me to use a mobile I have stopped using.

Re: Why cant BT send a text to my new mobile yet?

gg30340 — Tue, 26 May 2026 16:54:41 GMT

You appear to be getting the run around by BT Customer Services so I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Tue, 26 May 2026 19:02:59 GMT

Thank you so much for your help. I really feel now is not the time for me to be held up getting my laptop looked at. All I need is BT to tell me exactly what their issue is and be truthful. They have confirmed my new mobile is on the system on 14th May.

In another of my 'chasing' phone calls I was told he thought that they only corrected 'one tier' of updating my new email and would look into it.

Another one told me that to give it an hour and it should be OK and I will see my new mobile number. If I didn't to phone the tech dept which I did. I think it was on 150, he was truthful and said they had an issue for about a week.

I phoned back again and told them I knew they had a problem and it could be a week to 10 days. So they are still looking into it I guess.

On Friday 22nd May - it really annoyed me to be told they wanted me to 'charge up' my 'old?!' hacked mobile and they would send a text there. Is that really the only solution they can offer me? (At this point in time I don't think that is wise.)

Hopefully your moderators can find out what is really happening. Thank you again - I am really grateful.

Re: Why cant BT send a text to my new mobile yet?

Chris__S — Wed, 27 May 2026 07:26:48 GMT

Hi @GillyFB

I'm sorry to hear about your experience.

I can only imagine how frustrating it is when you need the confirmation text to be sent, but we still have your old number on file.

As you've already raised this issue to us, you can make a complaint.

A member of our complaints team will then pick up your complaint and raise a case for you.

Although we don't have access to customer accounts here in the BT Community, if you give us another call, a guide can take some details and give you an update.

Chris S

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Wed, 27 May 2026 08:26:51 GMT

Thank you - I really am too tired to make a complaint at this point in time - I just want my new mobile number recorded correctly and a text sent to it.

I have a computer company waiting to help me since 11th May, as besides them hacking my mobile they also did my computer emails. My bank cards now stopped and I have 3 incidents registered with Report Fraud. Why should I want a text sent to a hacked mobile???

1. On 15th May - Adam on 0800 141 2986 assured me that my new mobile number was recorded.

2. The number above is the one I have used because up to 31st March 2026 - I had a complaint raised because BT changed me to digital after I renewed my contract. They never explained that was happening and on the day the new contract started I was completely cut off - no landline - no internet. It took three techs to come to our home and couldn't sort out the issue after many, many hours contacting them on a mobile where the signal here is poor. I insisted it was an Openreach engineer came as I was convinced they had disconnected me at the 'exchange' and it was nothing to do with all the new equipment that I had to attach to the hub, etc! I was correct! The BT Ref: C10001498424. (So on 5th day I got a phone and internet back.)

3. Conclusion - after then being in touch with Executive Complaints that is the number I used for this problem although I did use 150 - think it was - for Tech and got confirmation there was trouble at their end. So went back and confronted those on 0800 141 2986.

To conclude - can you explain - give us another call. Surely I have done enough calls and listened to enough music, etc, etc. I want someone to own this complaint what is the best route for me to take now? Thank you.

Note: Just looked at my notes and one tech, I have his name and I think it was the 20th , said my new mobile was on the 1st System but not on the 2nd system and that needs updating.😠😠😠

Re: Why cant BT send a text to my new mobile yet?

Chris__S — Wed, 27 May 2026 12:32:19 GMT

It does sound like you've been through a lot of hassle already @GillyFB , I'm very sorry about your experience.

Understandably, you'd be hesitant to give us another call or make a complaint; however, we don't have access to any customer accounts here in the BT Community, so we can only signpost you in the right direction.

Chris S

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Wed, 27 May 2026 12:52:18 GMT

Thank you Chris.

I could write a lot more about how I am finding BT dealing with someone like myself at 81 years of age. I just feel if they have a problem with their system, some seem to feel that instead of accepting it and apologizing they go on the form of trying to put the blame onto you. Well still no further but the call this morning he was able to send a pin to my new mobile - soooo maybe their system is slowing beginning to work.

(He really could not understand why, in our call last Thursday/Friday, why I didn't want to charge up my hacked mobile, with a SIM that had been cancelled to receive his pin?! )

Re: Why cant BT send a text to my new mobile yet?

Katie_B — Wed, 27 May 2026 13:22:00 GMT

Thanks so much for updating us @GillyFB.

It's great to know the PIN has now been sent to your new mobile.

I'm sorry that this has taken some time to get to you.

Katie

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Wed, 27 May 2026 14:10:59 GMT

Thank you Katie - but that doesn't help me.

It is my BT email account that has been hacked. Finally, as I said, they have sent a code to my new mobile.

But I still cannot get onto my account online. I have just spoken to one of the 'agents' now assigned and I really find him intimidating. But he NOW has admitted 'back office' are doing all they can to get my info working correctly i.e. when I log into BT.

This issue I realize happened by 14th May when a tech told me they had problems and I asked how long and he said about a week.

So to summarize BT will now accept my new mobile and has admitted they still have a problem in 'back office' so the computer company who will 'clean' my laptop cannot do anything until BT have sorted out their issue in 'back office'.

I think BT should have a dedicated help line like the banks for people over a certain age. Rather than make people like me coping with being hacked are the ones at fault.

Re: Why cant BT send a text to my new mobile yet?

Katie_B — Wed, 27 May 2026 14:17:56 GMT

My apologies, I was unaware you still had no access @GillyFB.

We don't wany customer to feel unsupported.

If a ticket has been raised our back office team are in the best position to look into this further.

Finger's crossed this is fixed soon until then please be sure to keep us updated.

Katie

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Wed, 27 May 2026 15:45:08 GMT

Thank you Katie.

I feel the agent allocated was quite assertive when I told him I had a company who will check my laptop once my BT account can be accessed. He lectured me and said I should not allow someone to take over my laptop. I said I have known the company for over 10 years and they are in the next town. He said I still should not and who are they?

I told him and he said that it still does not mean I should let them look at it. He actually checked the name - but - could I say he was trying to help, not sure, but what did it make me feel like? I will tell you - like I was being naive and stupid and should know better!!! That was last Thursday/Friday. I said well I didn't give the 'hackers' permission but they did it.

(Interesting my bank have been so helpful and in fact suggested that I get a professional to check my laptop.)

So today I phoned him and we were back onto it again - now he has confirmed 'back office' has something to sort out BUT when I told him the computer tech is happy to talk to him to help me. He said he would not talk to anyone!!! So fair enough but as I said being hacked like this is a horrible experience. Bottom line - I cannot receive emails to my bt account.

So am I any further - yes - I suppose so BT were able to send a pin to my new mobile and he accepted it was correct.

Re: Why cant BT send a text to my new mobile yet?

Katie_B — Wed, 27 May 2026 17:18:05 GMT

Hi @GillyFB.

Has a timescale been provided to you from the agent regarding a fix for accessing your BT emails?

Do you receive an error message when trying to access?

I'd love to see if we can help speed up the process for you.

Katie

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Wed, 27 May 2026 20:45:05 GMT

Thank you Kate - I don't think there is anything you can do.

My BT email has been hacked. Until my computer tech company can access my laptop to clean it I am at a full stop. All I know at this point in time there are no time scales.

So to summarize -

1. They cannot send a code to my bt email as it has been hacked.

2. Then he wanted to send a code to my old hacked mobile. (He told me to put it back on charge, etc and I said I didn't think was safe.)

3. Finally, today he said he would send a pin to my new mobile number that they have had since 14th May. I received that pin and read it back to him. Then all he said was the 'back office' were working on the issues. (Last week he said it could take 7 - 10 days on one of the calls.)

Note:

He did say that I was supposed to phone him when I had my hacked mobile charged and I said I told you I didn't want to use it. On Friday/Saturday - I cannot remember he said he would phone me at 12 noon to see if I had charged my old mobile.

I said call my landline as I don't carry my mobile around and the signal is poor. I was working outside and kept my landline with me all the time. I was waiting for the call to tell him I would not use my hacked mobile.

Later that evening I saw on my mobile as missed call from an 0800 number so he had called that at the agreed time but not as I asked on my landline.

Conclusion - So if I log into my BT account on your website it now says my password is incorrect. Last week it wanted to send a code to my bt.com email address despite BT tech knowing the hackers stopped my bt email. I cannot get into my emails. Then, as I said above, he wanted to send a pin to my hacked mobile number just as the system had been asking previously.

Today when I phoned him he agreed to send a pin to my new mobile number that they have had since 14th May and it worked.

So my computer tech company cannot clean my laptop and get everything working again as at the moment I am waiting for the BT 'back office' to do something. Which the BT 'agent' is still telling me I shouldn't let anyone touch my computer. I even asked that company if it would be easier to go and buy a new laptop and he said it will make no difference your BT email address has been hacked.

In other words until I can log into BT account - and - they can send a code to my new mobile number then nothing will happen. This time last week all working fine when I log in but wanted to use my hacked mobile number despite them confirming they had it on their system on the 15th May.

I am just so tired of all this ............... as I am no further than the day I phoned BT asking for help.

Note: It is nearly 10 pm and everyday I am no further to getting the help I need.

Re: Why cant BT send a text to my new mobile yet?

Christopher_G — Thu, 28 May 2026 08:23:03 GMT

Hi @GillyFB

I've sent you a private message to try and get you some help with this. Could you take a look at your private community inbox and get back to me there please?

Thank you

Chris

Re: Why cant BT send a text to my new mobile yet?

GillyFB — Thu, 28 May 2026 09:00:44 GMT

Good morning Chris - my head is totally scrambled. BT may think they are helping me but they have added to this horrible scenario that has now involved Report Fraud, Banks, etc, etc.

28th May 2026 - 9.50.

I thought I would just try a log on in case my info is updated. I went into 'Forgotten your login details?'

It said get a PIN code sent to your mobile (I could not select bt email as hacked.) There in front of me is

We'll text to 07732*****98. This is my hacked mobile!!!!

27th May 2026

Neil at BT Support at approx 11.36 was able to send a PIN to my new mobile. This new mobile number was confirmed by Adam on 15th May as recorded.

Note: I am typing this up on here as I feel if anyone else gets this BT 'experience' they will not feel any of this is their fault.