Log in Issues

[chriso57]

Just to say I have had this problem since last weekend.

I have checked daily and yesterday was on the mobile chat for over an hour each time and it is still unresolved.  You can phone the BT contact us number and select the chat option then it transfers you to a human.  The human passes you to another one in tech.  They are all helpful but unable to resolve the problem.

I have had originally, username and password not recognised, used the password reset option which involved an email passcode and once the username is selected, it sends another one to authentic.  I reset the password following the criteria, it was succcessful and then it said the account was locked out and retry in 20 minutes - that was last weekend.  I left it overnight and it still said it was locked out and retry in 20 minutes.

I have gone through the password reset, passcode by email, password reset loop everyday and it has alternated from letting me do it to being locked out and a message saying "unable to authenticate".

I have tried Edge, Chrome and Firefox with the browser history cleared and it still does not work.

I was offered after trying those to have my account deleted and reinstated but I declined but during the long pauses I have migrated most of my email history to another email account with another provider.  It is not a recommendation it is my precaution.

It looks like there is a new system but not sure if there is a new provider.

There is an error on my account which I saw the week before and I was assured it was fixed but that was after three failed attempts and so I will wait until next week when BT direct debits me to find out as they still cannot resolve my log in problems.

I will try once a day but unfortunately their tech support know they have issues and the standard user fixes are not working.  I used to be offered a pin by mobile which is four digits but it won't let me do that and their tech support were not aware that it had been removed at log in only leaving the double passcode option

I am trying once a day now until my direct debit is taken but I no longer have an expectation of it being resolved in the immediate future.

Hope this helps.

[Trixxiehobbit]

Its annoying that the account is showing as inactive when logging in as the main account holder. Cant see any billing info or anything. But the account manager can log in and see it all. 

[Shelley224]

@Trixxiehobbit  Something has gone very wrong at BT’s end. They seem loathe to admit they have messed up completely. It’s not a good look from them. I just wonder how long it will take to put right.

All I wanted to do was use my call protect to block more stupid spam calls😩😩

[chriso57]

Yes, the first human I spoke to on chat via mobile yesterday - it is an option via their 0330 number - said there is a known problem.  The system has no been available after midnight every night for essential repairs as I tried thinking it may be a demand issue.  It looks like there has been a system change.

I had so many spam calls I unplugged the phone and a couple of weeks ago I had it removed from the account although they have had problems doing that too.  I found historically the spams bypass the calling features by masking etc.

[chriso57]

I did get a spam call from O2 about my account a couple of weeks ago.  When I said politely "if you are a spam call can you hang up" and they did! that is the one to go for - polite though

[Shelley224]

@chriso57 I have actually put my phone into the do not disturb mode to stop spam getting through

People that know us ring on our mobiles anyway 

[chriso57]

That is a good idea.  We do a lot in group family chat on apps so it is rare we have to phone up and a lot of domestic admin like bank and bills are done on email or phone which  is more often mobile under free offers.  I do wonder if the line is digital why it cannot be as cheap as a mobile which is 12.50 per month with quite a large number of free text and messages.  It is the same technology and call blocking is easy and free on a mobile and you can report it too.

[Shelley224]

@chriso57 Agree with all of that. We have been thinking about getting rid of our land line for ages. As you say it’s quite expensive and mobile it cheaper and easier to block stupid spam calls

[chriso57]

It doesn't work, I have been trying this for over a week and the advisors confirmed there is a known problem.  

[Shelley224]

Does anyone still have problems with my BT?

Whilst I can log in there is not data loading and my account number is still showing as inactive

Been talking online to an agent who said it was resolved!!