Unable to login to My BT despite password reset

[corinja]

Hello. I don't know if anyone can help with this, but I'd be grateful for any pointers.

I can't login to My BT. I enter my BT ID and go through the 'forgotten login details' flow, including receiving a valid PIN to my mobile device. The process says I have successfully changed my password, but when I try to use the new details I get the same error:

```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.```

The BT ID is my Yahoo.co.uk email address, which I see with partially obscuring asterixes on my email bill notifications. (I have double-checked that using the 'forgot ID' process). I gather there was some problem with Yahoo-provided BT email addresses a while ago, but I don't have a migration email about this.

Has anyone else experienced this problem and got a solution? I was on the phone to a BT operator earlier but the line cut and since I'd already spent an hour being passed from one rep to another I don't fancy trying again just yet, so I thought I'd ask here instead.

[DavidM]

Hi @corinja and thanks for posting.

Sorry you're having problems resetting your password. When choosing a new password is it one you might have used previously? Have you tried adding numbers or symbols?

Cheers

David

[corinja]

Thanks David. The passwords are definitely not ones I've used previously. All use mix of upper & lower case letters, and numbers, and allowed symbols. There's no problem with the password reset itself - I get a SMS confirmation that password has been changed. Just that when I go back to the login page, for some reason the ID/password combination remains unrecognised.

[curiousfellow]

I had something similar with a couple of BT mail addresses that had fallen dormant. Once they were re activated, I was prompted to change the password. Despite going through the forgot my password and change password process, I still couldnt log in.

I cannot remember what finally made it work. I did clear my cache and cookies. I might have used my BT id rather than the relevant email address with the new password to finally log in.

If you can, try that but after clearing your cache and cookies and re boot your pc \ laptop. Also, if either the id and password box auto fills, delete these and re type the relevant details carefully.

Whenever I change a password, I temporarily write it down exactly as created until Ive successfully logged in with it. If the change password process has a 'show' or eye icon so you can see as you create the new password, more the better.

[DavidM]

Thanks for getting back @corinja.

Is this happening with all your devices?

Cheers

David

[corinja]

@DavidM I don't have a BT app or anything like that. I'm just trying to login via a browser on my Macbook. I've tried with both Chrome and Firefox. I've also reset cookies & cleared cache.

OK, interestingly, I have just managed to login successfully using the browser on my mobile. So that does suggest something in the way of caching.

I'll do as @curiousfellow suggested and restart my laptop to see if that helps. 

[DavidM]

Let us know how you get on @corinja.

Cheers

David

[corinja]

Thanks @DavidM and @curiousfellow your suggestions have helped.

I am able to login using the new password on my personal devices, just not on the work computer that I am using for almost everything else.

So I guess it must be something to do with the security systems - web proxy (Blackspider) and/or browser security (Forcepoint) - that this machine uses.

Just checked on a Windows personal machine that doesn't use these systems & it's fine. Still can't login using this work machine. So I guess I'll just have to do my BT account management in my own time!

Thanks a lot for pointing me in the right direction = test with other devices!

All the best.

[DavidM]

Glad we're able to help @corinja.

Cheers

David