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Contributor
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Message 1 of 10

Cannot login to my BT account

Hello,

I joined BT in early April and have been unable to login to BT on the web to change certain settings such as: on/off BT Protect, on/off BT WiFi and check my bill. I can do some of this on the iOS app but clearly it is not acceptable to not have access during my 18 month contract. My username and password are confirmed ok but I get the following error message on a red bar on the screen: "Sorry, sonething's gone wrong. There's been a problem getting your account details. We have registered the problem and be looking into it shortly".

I have a single BT line but for some reason on app login I see what must be two other dormant accounts which I assume are from he past. I have no idea if this is causing the problem.

Can anybody help?

Thanks

Pete
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Highlighted
Contributor
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Message 2 of 10

Re: Error after logging in to my BT

I have the exact same problem.
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Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: Cannot login to my BT account

The BT ID team should be able to help you with this. You can reach them at the below link:

 

BT ID Chat

 

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Highlighted
Contributor
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Message 4 of 10

Re: Cannot login to my BT account

Hi Keith,

 

I'd take a £50 bet that says they cannot but I will try - it is murder speaking to them. I will screen shot the chat back on the forum either way.

 

Thanks,

 

Pete

 

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Moderator
Moderator
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Message 5 of 10

Re: Cannot login to my BT account

Hi Pete

 

Let us know how the chat goes, please don't post a screenshot as it's against the forum guidelines, however a summary of how the conversation goes would be great.

 

Cheers

 

Stuart

 

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Contributor
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Message 6 of 10

Re: Cannot login to my BT account

Just in case somebody out there knows what the problem specifically is here are two screen shots:

 

BT logon error.png

 

 

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Contributor
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Message 7 of 10

Re: Cannot login to my BT account

and on iOS:

 

BT Logon error2.PNG

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Contributor
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Message 8 of 10

Re: Cannot login to my BT account

In summary - the chat concluded that "I will get a call tomorrow".

 

I am sorry to report that I have heard that before during my 6 weeks with BT.

 

That's why I went to this forum as it seems to be the best place to actually get stuff fixed.

 

Pete

 

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Contributor
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Message 9 of 10

Re: Cannot login to my BT account

Can anybody give me a warm feeling on this one? i.e. a "yep, seen this before, it is an XXX, all they need to do is YYY?".

 

All I have at the moment is "somebody [in India] will call you tomorrow".

 

 

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Moderator
Moderator
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Message 10 of 10

Re: Cannot login to my BT account

Hi @PeterY1

 

Sorry this has been going on so long.

 

Send in your details using the contact the mods link in my profile. It may take 3 to 5 working days to get back to you.

 

If you get the call back tomorrow please let us know how you get on.

 

Thanks

 

Stuart

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