Multiple BT accounts associated with account

[XanderHW]

Hi

I don't know if this is the right place to post so apologies if not. 

I've currently got an extra BT account (my old, previous one) associated with my new one, however it keeps defaulting to my old one for everything which is a pain.

Is this somewhere where i can get this fixed or do i need to contact BT customer support? 🙂

Thank you!

[NeilO]

Hi @XanderHW welcome to the community and thanks for posting, this is something that the moderation team can help you with. I'll send you a private message so you can get in touch with your details.

Thanks

Neil

[DavidM]

Hi @XanderHW ,

Thanks for sending over the details previously. That should be sorted for you now so can you please check and let me know.

Cheers

David

[XanderHW]

Hi David,

Thank you, I'm trying to login and I'm having troubles, has my login information changed? I've changed my password but still nothing.

Thanks, 

[DavidM]

Hi @XanderHW and thanks for getting back.

Sorry you're having problems logging in. Can you post a screen shot of what you're seeing?

Cheers

David

[XanderHW]

Hi David,

I can't seem to attach images on here due to file size, this is the most recent message I've got:

"Sorry we couldn't connect you. If you continue to experience issues, Please contact BT and quote Error Code: TS-0003. Details to Contact BT"

I've tried changing my password multiple times and logging in with the new credentials but it keeps telling me it's wrong. Is this related to my accounts being recently separated? 

Thank you 

[NeilO]

Hi, @XanderHW the TS-0003 error message means the VPN that you're using is being blocked as the IP address is potentially bad. Are you able to try accessing without using the VPN?

Thanks

Neil

[XanderHW]

Hi Neil,

Thanks for letting me know, ive just disconnected my VPN and I'm still having problems logging in. 

I just keep getting the error message that my credentials dont match, even though ive changed my password around 4-5 times recently to try and resolve this. Has my login changed? am I still using my email address? 

Thanks,

[DanielS]

Hi @XanderHW,

Your details for your MyBT should be the same as beforehand.

Depending on the browser that you're using, could you try Incognito mode or InPrivate browsing to see if the issue could potentially be a cookie issue with your device?
Do you have any other devices that you could attempt to log in with instead?

Thanks
DanielS

[XanderHW]

Hi Daniel,

Good news, I've used incognito, changed my password again and it has logged me into my account.

However, its not showing an account number and i'm getting this message when i try to view my homepage or any other relevant info:

"Sorry, we can't get your account details at the moment".
"We couldn't find any account details for that BT ID. Please try again."

Thanks,