Hi, @bigbawzbrennan welcome to the community and thanks for posting, the most common reason for this happening is that you're logging in with your BT email address rather than your BT ID.
Are you sure you're accessing MyBT with the correct BT ID that's linked to your account?
My login has always been my email address I’ve had for 15years. I can’t see my bt id on my bills as it starred out. I will call an advisor just now. Thanks anyways