BT APP

[Shelley224]

@Geldart @Same here, I’ve spent enough time trying to speak to BT. It’s up to them to sort this out not the customers. Quite frankly I can’t be bothered anymore.

I have put my phone into Do Not Disturb mode now so it stops the very annoying spam calls getting through. I do wish BT would be more proactive on these sort of calls.

Pretty much all the people we know ring our mobiles now anyway 

[Shelley224]

@Trixxiehobbit @Good idea, well said, come on BT just tell us what to do as you are not really helping the customers at the moment

[BSF74]

@Shelley224 @Trixxiehobbit  I also agree that bt should post the real resolution on here rather than get us to call after all it’s their actions that have caused this issue 

[milleniumaire]

I'm having the same issue. Never been asked for a mobile/landline number before and it doesn't work when I use the supplied passcode. Now I get the "passcode has been re-sent too many times" error.
As others have said, banking and investment company's seem to have got this working without issue, but not BT. Probably using too many cheap offshore developers to build their systems and this is what you get.
I wanted to login to upgrade my contract that ends today, but I've had enough of this rubbish - high prices and a rubbish web application.

[cedge]

Same for me on the web using a computer - account number still showing as inactive.

On the iphone app, its even worse, I get to the point where I add a pin then I get the error message "Sorry, we are unable to log you in as there is no account linked to this BT ID.  To add...."

Very disconcerting and very dissapointing not to get any emails/communications from BT saying that there is an issue and what they are doing to fix it rather than make people panic.

I also don't think we should have to waste our time phoning BT when the issue originated from BT themselves; they should be emailing the fix to users as a minimum.

[barnpiece]

So, we can no longer turn two factor authentication off. BT switched mine on when they changed the login process.

But it doesn't recognise my PC as a trusted device - every time I login it wants a Passcode. This is a significant pain - my phone details and bill are not such private information that I need the extra security which has now been imposed on me.

The MyBT app on my phone has just asked me to login again with email and password, and the a Passcode sent  by message!

Richard

[zulu17]

my only personal experience from the past couple of days and nights using three different platforms Windows/Android/IOS is that differing results are presented  at differing times,  I have contacted support and although they have been helpful I am far from convinced that they know what is going on and some of the proposed solutions like deleting accounts and creating new accounts  seem extreme.

[gg30340]

If you have not already tried it I would suggest uninstalling the MyBT app, restart your device then reinstall the MyBT app and set it up with the same account details.

Two Factor Authentication (2FA) for most BT systems migrated to a new platform a few days ago. Users will be asked to confirm their credentials and also enable multi-factor authentication if it is not already enabled.

2FA is mandatory and can not be switched off by the user however your device should become a trusted device after time, usually within two weeks but it may need authenticated each time until then.

I would also suggest that you try to log into your MyBT using a web browser to see if that works. You may be greeted with a different log on screen and have to go through the 2FA procedure if you have not already set it up. You may find that it is already turned on by BT.

Make sure that the PIN is being sent to the correct SMS Text number or Email address.  If you are told to change your username to an email address there is no need for you to do that if your BTID is already an email address which in most cases it will be. There is also no requirement to change it to a different email address.

[milleniumaire]

You say the PC will become a trusted device, however devices are normally identified by IP address and BT residential customers have dynamic IP addresses, so how will BT recognise it is the same device connecting each time?

[gg30340]

@milleniumaire 

I have no idea and there is no way that BT will disclose that information which would obviously assist hackers to circumvent it.