Are others still unable to access their accounts. 10 weeks on

[Chris__S]

Thanks for letting me know @saintfruitbat 

I'm sorry that you've had to make so many complaints without a resolution.

It's positive that you have an open complaint at the moment.

I'd like to make sure that we give you an update, so I'd recommened giving us a call and a guide can get access to your account.

Chris S

[kinetic747]

I'll be trying tomorrow at some point, but I find it astounding that I can't access my account, it's easier to access online banking!

[Chris__S]

Thanks for highlighting that you still can't access your account @kinetic747 .

Have you had a chance to speak with our technical support team yet?

Chris S

[saintfruitbat]

I'm still unable to add my account. I hope you have more luck. 10 Hours wasted so far on chats . I've been told 1st Aug. Interested so see if that's right. Highly unlikely. 

[saintfruitbat]

As I said before I have spent over 10 hours on separate times talking to the tech guys. We have tried everything but nothing works. 

[Austin-sean300]

That sounds really frustrating, especially having chased it since May with no resolution. A couple of things worth trying alongside gg30340's suggestion:

1. Double-check both locations — as gg30340 says, there's a difference between the 2FA number under "Two Step Authentication" and the recovery contact details under Account > Personal Details > Contact Details. It's worth confirming the mobile number is correct and identical in both places, since a mismatch between the two could be part of what's causing codes to fail silently rather than bounce with an error.
2. Try requesting the code via voice call instead of SMS, if that option is offered on the verification screen — sometimes SMS delivery issues between specific networks (EE included) and the sending platform don't affect voice calls, since they go through a different route.
3. Ask EE to check for SMS filtering/blocking on your line specifically for short-code or alphanumeric sender IDs, not just general network issues. Some carriers silently block certain business SMS senders, and "there's a known issue" calculatrice mauricette from a phone rep doesn't always mean it's been fixed on their end, even if BT has resolved things on their side.
4. Since a BT moderator (Lesley_W) has already picked this up, it'd be worth replying directly to her with your account details via private message if she asks, since this looks like it needs to be escalated to their technical team rather than solved through community troubleshooting alone.

[kinetic747]

No not yet, I was on there over 4 hours last time, so I'm trying to find a slot when I can spare the time. Just had an email saying my latest bill is one click away, hilarious!

[saintfruitbat]

Thanks for your reply.

Both numbers are the same so not that.

No option for voice call pin

Took number blocking off my phone.

Also not just trying to get a resolve from community as spent 10 hours over 5 different occasions with tech team trying different things to come to an end with we will raise a complaint.

Thanks for trying to help.

I've had mu son trying to help too as he has a degree in computer forensics and cyber security and he has no idea either.

[HHGTTG]

Is this problem to do with accessing your account using MyBT App or something as I have no trouble as all logging in to MyBT account online via www.BT.com?

I have given up filling up my phone/s with a lot of memory consuming Apps and just put links on my home screen to corresponding websites although the experience isn't always the best.

[saintfruitbat]

It's trouble just accessing with anything. Supposedly there about a thousand of us who cannot get a pin sent to add our accounts back to our profiles as they were flagged up as account inactive.