Can anyone help please because this is driving me nuts! I've been a BT phone/broadband customer for 25 years, with the same btinternet.com email address, which is used as my BT ID to log into the BT website. I use a desktop computer with Windows 11 and Chrome, not a phone app.
For the last few days I've had recurring problems being locked out of either my BT email or My BT. I've spent hours on chat with various 'guides' who are unable to fix the problem.
It appears I have an 'inactive account' which was set up in the expectation that I would migrate to EE, which I didn't ask for and never wanted to do. The account remains open, but with no products. This is from the My BT page:
This morning I spent an hour online negotiating renewal of my broadband packaged, then got cut off. When I tried to log back in again, I got this:
Any attempt to access any account/service is met with an error message.
Nobody at BT is able to get rid of this inactive account, which seems to take precedence over my live BT account.
At present I am into my email, but if I try to access MyBT via the menu bar, I get 'access denied'.
If I try to log in via bt.com/mybt I get this:
So right now I can't get into my BT account at all. There was a complaint opened on Friday by a 'guide' but I can't access the 'existing complaints' option to see it, I get told to log into MyBT, which of course doesn't work.
The 'guides' repeatedly suggest clearing the cache/cookies which I've done several times, makes no difference. Also tried using Edge as an alternative browser, which gives me a 'network issue' when I try to access 'existing complaints'
Any ideas as I can't face another lengthy conversation with BT that achieves nothing.
