Can’t verify email address linked with BT ID

[Jamie123451]

Hi,

I’m a new BT broadband customer and I’m having issues verifying my email address to be able to log into my account.

At first it was visibly failing to send me a verification email when I was asking for one via the website. It displayed an error.

Then it randomly worked and I got the email. After clicking the link in the email it told me to “wait at least 10 minutes after receiving the email”. So, I tried a few times more after waiting and received the same message until my final attempt, for it to tell me that my link had expired and I had to request a new one.

Requesting the email now “works” as in I don’t get an error message and it confirms it’s been sent but I don’t get an email whatsoever. I tried linking my BT ID to another email address, as suggested in similar posts around this issue but I’m still not receiving any emails with the new email address.

Can somebody please help as this is shockingly bad. As a software engineer myself, I find it to be absurd that I’m seeing posts outlining the same issue dated from last year and this still hasn’t been completely fixed. 

Regards

Jamie 

[Leanne_T]

Hi there @Jamie123451 

Thanks for coming to the community. 

If you're not receiving the email to link the broadband account, please contact our broadband technical support guides. They can look into getting the account set up for you. 

Let me know how you get on. 

Leanne.

[AnnoyedCustomer4]

I was having the same issue. When I clicked the verification link I was shown this message: 

Please allow at least 10 minutes from the time you receive your activation email before completing this step.

Eventually I had to set an alarm for 10 minutes and keep trying every minute before it timed out. Absolutely ridiculous for a new customer, I've been trying for days. 

There are complaints of this nature on this forum dating back to 2023. How about BT fix this and stop wasting customer's time? 

[AnnoyedCustomer4]

You're right, it's completely absurd. If you do manage to get the email, I managed to get round the issue by setting a timer for 10 minutes from when I received it and clicking the link repeatedly until it worked. (Approx 12 mins). 

TOTALLY RIDICULOUS and VERY off putting for a new customer. There are complaints of the same nature dating back to 2023!!

[Jamie123451]

Managed to eventually get in my account after days of trying. 

This £50 virtual reward must be a scam because there is no way to redeem it. All sign posting on the site leads to a dead end. I didn’t sign up for this reward since I wasn’t aware but you’re potentially running a scam campaign. Either it’s literally impossible to redeem it or it’s just as bugged as your account verification process.

Also, what even is this 10 minute rule? It makes absolutely no sense and is obviously some flaw of your system. I suggest if your developers (for whatever reason) can’t fix the self-imposed flaw that you at least just send the email when it is deemed valid. At least then the customer can click the bloody thing and verify their account.

For the company the size of BT with the engineering capacity you must have, this is absolutely baffling. The customer journey is the most important aspect of a business offering and you are completely failing at it.

[Linzi_H]

Hi @Jamie123451  

Thanks for the feedback about the activation email and for letting us know you have now logged into the account. 

Our Claim your BT Reward Card help page has full information on the reward card, for checking eligibility and how to claim this after 14 days from activation.

Linzi

[AnnoyedCustomer4]

The problem is I've been sent an email (and I assume the other use is having the same issue) that says "claim your BT reward" and once I click the button it takes me to my account. There is nothing more about the reward. No "success" message or anything to say "you've claimed your reward, it will be sent to you 14 days after activation". So I'm left wondering whether it's worked or not. A simple success message is very basic stuff. 

[Linzi_H]

Please contact the BT Reward Card Service team on 0344 879 1068 or email bt@purecard.com, and they'll be able to double check this for you @AnnoyedCustomer4 

Linzi