can not view online billing using the correct password log in

[dave1011]

my issues is with trying to check my online billing which i have not been able to read online at all


im not having no issues at all with my email account.

when i log into bt emails

i can select log in to check my bill

but i get the following message



Please check you entered your BT ID and password correctly and try again.

For your security, after 4 incorrect attempts, we will temporarily lock your account. Use the forgotten BT ID and password links below if you need to.


but im using the correct password as my emails are working fine.

i tried to reset it and the same error message comes up again and again in a loop.

i can not check my billing or any of the sub email accounts at all also.



i need someone from the uk support to help us out as im not getting nowhere at all with  the india  live online support.


i have also tried diffrent web browsers firefox chrome and palemoon
and tried other pc in the home.


no luck at all loging in to check my bill




thank you

dave

[DavidM]

Hi @dave1011 and welcome.

I'm sorry you're having problems accessing your bills online. Have you changed your MyBT password at any time previously

Cheers

David

[dave1011]

hello david

everytime i change the password under BT ID and get a new one

it cancels the old password out for my email account

i have to input the new password for my email account to work.

for some reason it changes my email password everytime.

but it wont let me log into mybt billing account. with the new password at all.

can i ask

is the mybt password the same password i would use for my email account log in.

or would this be a  diffrent password used.

thank you

[DavidM]

Hi @dave1011,

Thanks for getting back. The passwords can be independent but you can also set it up to see the same one for both your BTiD and email. It sounds like you've changed the password on either your email or BTiD.

Cheers

David

[dave1011]

hello david  i have already changed the password where it said forgot password for BTID

but when i do this it also  changes my  email password.

i did this process on the bt website below

Please enter your BT ID or BT Email

Your BT ID is normally your email address, or it could be a username.

If you experience any problems with this page, please check that private browsing is turned off.

follow the instructions put in my information and security qeastions

then i get a new email

once the password has changed i have to log in with the new password for my emails

but try and log into

my Primary BTID account holder for viewing the online billing or any sub email accounts.

it wont let me in with the new password.

something wrong at bt end as i tried to log in on other family computers.

just tried to log into my account to view my billing  using the email password that is working and get this error

Please check you entered your BT ID and password correctly and try again.

For your security, after 4 incorrect attempts, we will temporarily lock your account. Use the forgotten BT ID and password links below if you need to.

only option is now that  my Primary BTID account holder account has had a password changed

or someone has hacked the account.

can someone at bt look into this issues and possible reset the primary BTID account password for us only

and not reset the email account password.

[JohnC2]

Hi @dave1011 Sorry you cannot get access to your online account.

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

[dave1011]

thank you for your help john

i have sent you my full details and account information

hopefully it can be sorted out

[JohnC2]

Hi @dave1011 Thanks for that and one of the team will be in touch to help you with this soon.

Cheers

John

[dave1011]

Hello john thank you for helping us out but ran into issues with not getting no emails all day

when the password got changed it changed my email account password only

so had to reset the password and get my emails working again.

i can go in and reset the main email account no issues at all

also i have tried resetting it about 30 times

the main issues is my Primary BTID account holder account i use the correct  BTID email account.

and my email password.

but same thing happens over and over

i have also had my son who knows a lot about computers problems.

to try and log into my account

he also get the same issues

i have also tried comodo dragon with no addons just on its own

same thing

can not log into my Primary BTID account holder account for viewing the billing.

[dave1011]

this is a very weird issues im having not been able to log into my BT billing account.

with the correct password and email account.

click on myBT

i see the  check my bill   has a padlock on it

click on this and it ask me to sign in again

but this happens all the time.

Please check you entered your BT ID and password correctly and try again.

For your security, after 4 incorrect attempts, we will temporarily lock your account. Use the forgotten BT ID and password links below if you need to.

used following browser with no addons and anti virus turned off.

palemoon

firefox

google chrome

comodo dragon

also tried to log in with other computers in the household all clean windows installed

which are on windows 7 64bit and windows 10 64bit.

i use to be able to log into the account and view my billing no problems at all

but for some reason it does not let me do this at all.

some how the server is not letting me in with the correct log information.

thank you to all the mods  trying to help us out.

dave