Unable to Log in to My BT Win 10, password incorrect, but I can log in on my Mobile no problem

[ker585]

Hi,

So for the past week or so I've been unable to log in to My BT despite using what I know are correct login credentials, the same credentials work perfectly fine in the My BT app. I've even attempted to reset the password multiple times with the same issue, works on Mobile App but not through any normal Windows 10 browser i.e. Firefox etc. I've cleared all cookies and so on as well just to be sure and still no joy. At this point I'm wondering if my login is blocked via the normal website hence only working in the mobile app, I'm also concerned that possibly someone is trying to brute force my main account hence it locking me out.

I haven't rung the support number yet as I've had very bad experiences in the past with non UK call staff calling back on personal mobiles trying to scam, so don't have much hope if I get put through to one of those call centres of either getting any sensible answers past the cue cards they obviously read form, or worse another attempt to scam me.

Is there any ongoing fault that I need to be aware of with the login servers for normal website traffic at the moment? or does this point to a potential security breach, thanks.

[Telipad]

I have been affected by the login problem for about 3 weeks. I can login from my mobile but not from my PC. I know of several others who are also affected. When I rang BT they were not interested and said it must be my PC. I have cleared history/cache etc etc. There are others on Google talking about the very same issue. BT are silent on it so any help from anyone greatly received.

[Anonymous]

Are you entering your logon details manually or by auto-fill ? If auto-fill then check the details are correct.

There are other posts of a similar nature that suggest this is a common problem, If you change your password, then leave it for anything up to 24 hours before changing it again or maybe even try the old password, it seems that password changes are, for some strange reason, slow to propagate through the system.

[ker585]

Hi,

thanks for the repsonse, personally I've used the autofill (after deleting all other stored version in case of conflict), and I've input the details manually to rule that out. I've also used multiple browsers in case it was a browser issue, and have also tried leaving it for over 24 hours and still the issue persists. The password is working fine on the mobile app so I know it's correct, it's not down to wrong information being input I'm certain of that much at least :). The reason I changed from my old passowrd in the first place was becuase it had stopped letting me log in on the desktop app 😞

While searching the community I saw a post from Feb where someone was having similar issue BT evautally admitted there was an issue with the logon services? as this affecting multiple customers it seems unlikely this is PC specifc issue unless BT want us to believe all browsers suddenly dont work with their site?

[Anonymous]

@ker585 

"...unless BT want us to believe all browsers suddenly dont work with their site?"

I don't represent BT, I'm just a customer like yourself and I have no reason to mislead you

"The reason I changed from my old passowrd in the first place was becuase it had stopped letting me log in on the desktop app"

Was there any error message or other indication why you couldn't log in

[Telipad · Accepted solution]

Thanks for the response. I spent a few hours on it today. I have resolved it. The problem was a VPN. Turned it off and it logged in fine. What was throwing me was that it did not seem to prevent AOL or Hotmail login? 

• Ah well another problem solved 👍

[ker585]

Hi V_Meldrew,

Sorry for the consusion, but the comment "...unless BT want us to believe all browsers suddenly dont work with their site?" wasn't directed at you at all, sorry if it read like that, it wasn't me intention.

I was posting it as a question to BT, and to highlight how unlikely it is, based on many people having identical issues that the fault would be down to a particular persons PC. They've had identical problems earlier in the year, where they eventually admitted it was due to BT service "issues", so the support response Terrylynch had, that it's most likely his PC at fault seems unrealisitc as the cause, and just a fob off.

The error message I got with the original failed attempt, and all subsequentt attempts with the new password is:

"Please check you entered your username and password correctly and try again. If you need help remembering your username or password you can use the links below. "

It's the text you see in the red box as soon as you get a failed login attempt.

Thanks.

[ker585]

Hi TerryLynch,

I don't run VPN on my main PC 😞 glad you got it fixed thought, I do have VPN on my work PC which I've got at home atm due to COVID, wonder if thats messed my connection with the BT serves or someting, might be worth rebooting the router and giving it a crack.

Cheers

[Telipad]

Thanks for the response. I spent a few hours on it today. I have resolved it. The problem was a VPN. Turned it off and it logged in fine. What was throwing me was that it did not seem to prevent AOL or Hotmail login? 

Ah well another problem solved 👍

[ker585]

Rebooting the router seems to have done the trick, weird, but does seem to be related to VPN usage Terry.

Thanks