My BT Problems

[Kimberlin]

But does a moderator need to get involved? I’ve just proved to myself there’s nothing wrong with the MyBT App or login and I’ve not been a customer for over a year and logged in straight away with zero issue. I suspect there are plenty of customers who aren’t having problems accessing either. Clearly it is affecting some, but as @gg30340 pointed out earlier, it isn’t a global issue.

[Shelley224]

@KimberlinWith respect it is still a problem for a lot of people on this thread who cannot access their account.

Thats why I said about getting a moderator involved. I’m am fed of trying to get in to my account as I think are others on this thread.

[DancingFan]

I thought I'd add my experience to the mix.

Since being asked to change my username to an email address and set up 2FA last week, I have also been unable to access my account. My dad has had exactly the same issues.

This morning I spoke to someone from the Broadband Home Tech team who spent over an hour trying to re-set my BT ID from his end without success. He said that since the security 'upgrade' they have been inundated with technical issues relating to login and failure to receive BT ID passcodes, suggesting that although this doesn't affect everyone, it is affecting a great many people.

He is at a loss to explain why some people are having problems and others are not. He has also been able to re-gain access to some people's accounts but not others.

It does seem to be a wide-spread issue that at the moment, that they are at a loss to know how to fix.

He said that if you are having problems, you need to report it to them suggesting they will have to fix each account individually.

He has now escalated my issue to 'the next level' and is going to ring me back next week. Let's see what happens...

[Kimberlin]

@Shelley224  Well whether a moderator would actually be able to do anything is debatable.

I have no idea how you’re trying to access you account, but from my perspective, I just downloaded the MyBT App to my iPhone, used my existing email address (not a BT email address as I’ve never had one), set up a new password through my iPhone password manager, set up a new pin, turned on face recognition and I’m straight in 🤷‍♂️ As I say, first time access in over 12 months. This by the way, has all been done via WiFi through my home router network.

It does I have to admit, seem incredibly odd that seemingly so many customers are having the same issue.

[DancingFan]

@Kimberlin Most of us have done exactly as you have, but it hasn't worked. Personally, I have had issues with the app and desktop site, have used a variety of browsers etc. etc. still without success. As my previous post mentions, there seems to be no logic to who is affected and who isn't.

[Shelley224]

@Kimberlin  I have tried both on my browser on my laptop and the browser on my iPhone both are now telling access denied to my account. When I try the app I can get a bit further, I get in but get the three bobbing ball things, screen hanging. Also my account number is showing as inactive. I have even tried setting up a new account with an alternative email address and that hasn’t worked either. 

[Kimberlin]

@Shelley224  I assume that when you’ve previously deleted the MyBT App, that you’ve done the long press on the App to delete it so it deletes all data associated with the App and then downloaded it again?

If you’ve done that, have you tried accessing the App away from your home, out of reach of your home WiFi just using your standard mobile data?

If you still can’t access your account doing either of the above, then yes, one accepts there clearly must be an issue with the way your account is set up.

I genuinely however can’t see why my home setup would behave any differently to someone using BT equipment. For clarity, I use my own router and I use different DNS settings, but I couldn’t conceivably see that would make any difference.

I’m also assuming here that you have been using a reasonably modern iPhone running up to date iOS?

[BSF74]

I’m currently at home and just turned my WiFi off on my iPhone running iOS 26.4.2 and tried logging into the app using mobile data makes no difference still get the following 

 the image was taken when I was using WiFi but it is still the same message with mobile data 

[pumagirl123]

Hi

I did the exact same as Kimberlin accessed through MyBT App on my phone, using my original btinternet.com address, when prompted I changed password, pin and set up facial recognition...all works fine now.

I've been a customer since mid 90's

[Shelley224]

@Kimberlin Yes to your first paragraph, I did exactly that. Also, I have tried both Wi-Fi and my phone standard mobile data and it is still the same. When I was working, I also was able to access my account on a different browser with no problem.

This problem started a few weeks ago when I was asked to change my user name to an email address and set up 2FA. Nothing has worked since even after I have spent hours of my time talking to several people online.

And yes, my iPhone is quite up to date and so are my phone updates as I always do them as soon as I get notification