Cant access my account

[philip55]

When logging in bt sends passcode to my landline which rings but is then silent. I dont have a mobile so if i cant get in my account might as well leave. It's an old phone but i get sms security codes from paypal ok.

[imjolly]

there are numerous posts on the forum in last week or so about account access problems and BT are looking into it and hopefully fix the problem soon

[philip55]

Ok thanks see how it goes over next week

[chriso57]

I have been a customer since 1979 and the IT has always been unmatched and impeccable.  At present I have spent over 8 hours and two online chats each over an hour doing basic checks.  

I have been asked to clear browser history.  I have done this and always do and during use if after accessing secure sites that require a password reset and I use all three Edge, Chrome and Firefox.  None of the housekeeping and settings they have talked me through over a long chat has fixed it and the problem has to be in the backend software.

I have declined an account deletion as I have read that customers are then logging in to a new account with blank screens no data. 

I am slowly migrating my email history and contact list to another provider because it seems data is being reported as lost.

At present I cannot see my account and have no clue how much if at all will be deducted from my account where a change has been made by BT before the problem.

I have tried every day for almost two weeks and today a new error displays "unable to validate the information provided".  I have tried all possible password permutations where I type tried variations on to notepad and used various three word formats, exactly 4 characters each, a mix of caps, number and lower case and not.  Some over the required minimum of 12.

The BT guides are helpful, the 1 hour chat is killing because of slow responses and it is not their fault and they know it doesn't fix it anyway.

This is not typical of BT as it has always been very reliable but I am concerned I can't see my data or whether or not my direct debit will occur and how much they will take out.  Will there all be an error an a four digit figure be demanded?

[philip55]

I understand your concerns and hope you get a solution

[chriso57]

Thank you.  It is not the fault of the people we connect to in BT but it has been almost two weeks now so they must be struggling with the influx.  I am not contacting them anymore as there is not a fix currently but will try once a day or so and wait to see with my bank on the day the payment is due to be taken out.

[philip55]

Yes make sure the right amount is being taken. Dont think  i have your patience i'm not prepared to listen to fixes they know wont work. first they sent code to my email so i put that in then code to my phone it's like getting into fort knox

[chriso57]

It is.  I have been around the loop with a variation of messages every day for almost two weeks.

I may sound patient but in lockdown I had to use another provider for fibre connection as BT copper was capped at 8.2 mg and my employer required a faster speed.  I ran two services next to each other, fibre and the existing BT copper.  Fibre was faster but only at night and in the day it was the same speed as BT and unstable kept dropping whereas copper didn't

I have almost migrated my email and if necessary may have to move from BT altogether over to the other provider as the connections are still there so it only has to be re-enabled.

BT are rolling out fibre to our area and a neighbour had their fibre installed last year.  I have been monitoring their feedback on reliability against the other provider but if they can't deliver on the account that is a factor I am monitoring.

I have been with them since 1979 and never planned to move as everything has always been impeccable until now so it is unusual and with the world events it cross my mind that they may have been hacked. Either way, after all this time, I am happy to wait a while longer and see what they do with my billing, contract and direct debit this month as that is my decider.

[philip55]

There seems to be varying problems since these new security measures i'm not to sure how they will sought them all out. They could of emailed people these measures were being rolled out instead your wondering what's going on when you try to login. i'm not under contract now so i would leave if they cant sought it.

[chriso57]

Yes, the messages  such as "locked out", "unable to authenticate" and "invalid" makes me think the system cannot match my email address to the account for approval although it knows it is the right one.  If I put my BT internet email address on it but if I put the account one on, the gmail it recognises it and lets me go through the reset process but it will not permit the update to the account going by the messages.  That is their issue not a browser issue most likely.