Account manager

[russhowe]

My mothers account and FTTP order was submitted this evening.
Knowing that she is technologically challenged and has Alzheimers, I immediately added myself to her account as a manager

I got the email invite and PIN, created my own BT ID etc.
clicked accept invitation and entered the pin number correctly but was immediately greeted with an error:

We seem to have a technical issue.
Please wait 15 minutes and try again.

Which I have done, 3 times to no avail.

Could the issue be due to the fact her own account is so new / order has barely begun processing?

Without this in place and my account manager role active - it will be nigh-on impossible for anyone at BT to speak to her regarding her account, service, installation etc etc.
If they want to chat with her about the weather or her daily routine then she's well up for that! ha ha

[imjolly]

I think you need to wait at least until tomorrow for the account to be set up before trying to access and make changes.  

[russhowe]

I thiught that might be the case. I'll come back to it after the weekend and go from there

[licquorice]

Personally,  I would use her details as account holder rather than have limited functionality as account manager.

[russhowe]

I did it predominantly so that BT call centres, if I ever needed to contact them on my mothers behalf, would in theory talk to me.

But ultimately yes, I'd log in as her if needs be to make changes online

[Leanne_T · Accepted solution]

Hi there @russhowe 

Thanks for coming to the community. 

After the weekend, when you try again to get set up, if you have any errors showing, please give us a call and our broadband guides will be happy to help 🙂

Our Here For You page has more information on support available.

Leanne.

[russhowe]

I first tried 5 days ago. Tried again just now (5.45pm 16th June 2026) and still encountered the exact same issue.

I'll speak to someone eventually