I have just come off a 3 hour chat where they detached my email from the account and reattached it and still the same problem. It has said it is unable to authenticate it which is usually an issue at the server side and not the client side.
There are rumblings that it may only work on an app downloaded but I am seeing further down that has not resolved it. They say my issue has been escalated further up. My bill is due next week to be taken out by direct debit but I cannot see that they fixed the error they made. They expect to fix it in 72 working hours which is 9 days for some reason. I am preparing for leaving though as whatever it is, my profile doesn't seem to suit them any more although I have been a customer since 1979.
I have exported my email contacts to a .csv file today and taken essential emails to another account. During the long pauses in the chat I took details about the email account I have listed where emails etc are stored e.g. bank (just realised NHS will need the email changing) so that I can change it on their systems also.
I had a fibre connection in lockdown as the copper cable speed was not fast enough for what my employer needed ialthough I am retired now. It will be easy to get that reinstated if BT cannot fix it by a week on Friday when I will see their direct debit and know how much they are taking from me.
BT are rolling out fibre in my town and so if you request to switch to it, they come and install it individually and in the meantime they are doing it street by street. This is a second fibre service to city fibre and is directly BT. If you go to https://one.network/ you can see what works are being done in your area and it includes and planned fibre.
It is a shame as they have always been exceedingly good but it is 10 hours now and has made me miss things I had to do and late for something someone was waiting for me to do so it is impacting.
I did wonder if it was copper cable related but they haven't offered me the fibre option although because a neighbour has had it installed, they have overelooked their planned works if it is.
After two weeks as of today, it is still not fixed. I have chatted to friends and family in those three hours of waiting with BT and one has left after being a customer since 1982 and the other has and so I have alternative recommendations. BT did offer me a good deal on a mobile inthe chat but at this juncture there is no way I can be tempted to move across if they cannot fix this problem.
In addition to copper cable, I did also wonder if it is EE related. It is sad anyway as they were never beaten by the competition up until now.
