This topic

Usual Password Disaster BT

dave2951 — Sat, 08 Nov 2025 11:05:14 GMT

For the past 5 days I have had no Email function. I see loads of reports on here showing the same issues. I am fully aware that there is a Username and then your email password. My issue is the system allows me to change my Username and then on attempting to log in states wrong details. I have spoken with BT Agent who took me all through the clear your History etc and try another browser and try the APP all the same results. The Agent then put together a complaint and told me it would be all corrected within 24 hours. After 12 hours I thought I should ask for some form of update. Telephoned Tech got a pleasant scouser on the phone who informed me yes he could see my complaint but I would be lucky if anybody even looked at it in the next 72 hours and laughed. Got to say been with BT some 45 years disgusting service.

Re: Usual Password Disaster BT

gg30340 — Sat, 08 Nov 2025 12:49:29 GMT

Your username is the email address of the email account you want to log onto. You can not change it.

Re: Usual Password Disaster BT

dave2951 — Sat, 08 Nov 2025 16:30:14 GMT

Thanks for that fully realise my email is my user name. BT have contacted me this morning to apologise that THEIR system was locking me out and when I return home try again and no issues logged in. Not always the customer at fault.

Re: Usual Password Disaster BT

chrisjp — Sun, 09 Nov 2025 12:43:31 GMT

So if you realise that your email address is your username - which cannot be changed - then why did you say "the system allows me to change my username"?
It doesn't!

Re: Usual Password Disaster BT

dave2951 — Sun, 09 Nov 2025 13:08:39 GMT

Sorry User name password but just to update you yet again within a few hours passwords not accepted to add to it Ring system security went down would not reconnect stating poor connection. Fed up with all this booked a Engineer for Monday.

Re: Usual Password Disaster BT

chrisjp — Sun, 09 Nov 2025 14:30:46 GMT

I'm confused! The issue that you raised first was some sort of problem with your email login and password.
But now you say you've got a problem with your Ring system (doorbell?) refusing to connect?
Is the engineer you've booked for Monday a BT engineer? He'll check out your broadband connection up to your hub/router, but he won't look at your Ring doorbell because that's not BT's responsibility.

Re: Usual Password Disaster BT

dave2951 — Sun, 09 Nov 2025 15:27:33 GMT

I was just adding the fact that when you cannot gain entry to your internet in some cases it does not just affect emails. but other devices.

Re: Usual Password Disaster BT

chrisjp — Sun, 09 Nov 2025 15:45:00 GMT

Ahh...yes.
However, unless you've set up your own password, you can access the WiFi from a standard BT hub by using the SSID and password shown on the slide out label on the back of the hub.
If you have set your own password but have forgotten this, or for some reason it doesn't work, then you could reset the hub to its factory settings by pressing in and holding the recessed button at its back. This will revert it to using the SSID and password on the label.
The password shown on the label is not, of course, the one which you'll have set up for accessing your email.
If you've set up your own WiFi password, it's also only optional to use the same password for each, and probably not good practice to do so.

Re: Usual Password Disaster BT

dave2951 — Sun, 09 Nov 2025 16:02:58 GMT

Chrisjp Can I thank you for all of your comments and advice at 72 years old I am now not savvy enough for all these changes and Have had to resort to a BT Engineer as having gone through the BT testing it shows a poor connection and may be one of the boxes which I am now past mucking about with. At present I have managed to get my security back connected although it shows "Poor Signal" a few nights ago we were subject to 4 masked men attempting to gain entry to our home and so imagine our concern when last night we arrived home to know internet no security which at that time would not re connect to the internet. This morning I got it back on line and have now decided to leave well alone until the Engineer can detect the poor connection.

Re: Usual Password Disaster BT

Christopher_G — Mon, 10 Nov 2025 08:25:45 GMT

Hi @dave2951

Is the engineer booked to arrive today? That recent experience that you had with the doorbell must be incredibly concerning. Did you report it to the police?

Hopefully, the engineer can figure out what's going on with your broadband service and help make sure that you get a stable connection.

Please keep us updated with what happens.

Chris

Re: Usual Password Disaster BT

dave2951 — Mon, 10 Nov 2025 11:26:33 GMT

Yes reported to Police and engineer coming today.

Re: Usual Password Disaster BT

Christopher_G — Mon, 10 Nov 2025 11:28:17 GMT

Thanks, @dave2951

Let us know how the engineer visit goes, please.

Chris

Re: Usual Password Disaster BT

dave2951 — Mon, 10 Nov 2025 11:37:26 GMT

Re: Usual Password Disaster BT

dave2951 — Tue, 11 Nov 2025 10:36:19 GMT

As promised update Engineer attended pleasant bloke but man of few words, asked when I first had a issue then tested old Box removed it replaced it. I asked if he spotting anything and he said it could have been anything and off he went. Connection went down again this morning for a few seconds and returned will have to watch.

Re: Usual Password Disaster BT

chrisjp — Tue, 11 Nov 2025 12:19:54 GMT

When you say your connection went down again, did the blue light on your hub change colour? If so, to what? Was it flashing purple or steady orange?

Re: Usual Password Disaster BT

dave2951 — Tue, 11 Nov 2025 14:19:41 GMT

Did not have chance to check came back on again.

Re: Usual Password Disaster BT

Lesley_W — Wed, 12 Nov 2025 13:41:09 GMT

Thanks for the update @dave2951

Did the team who organised the engineer visit say what the next steps would be if this didn't resolve it?

Lesley

Re: Usual Password Disaster BT

dave2951 — Wed, 12 Nov 2025 14:13:01 GMT

No never spoke to anybody organised it on line.

Re: Usual Password Disaster BT

Lesley_W — Wed, 12 Nov 2025 15:51:50 GMT

Are you still noticing drops in your connection since the engineer visit @dave2951?

Lesley

Re: Usual Password Disaster BT

dave2951 — Wed, 12 Nov 2025 17:20:07 GMT

twice today.