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glentress
Aspiring Contributor
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Message 1 of 11

No access to MY BT account via bt.com

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Anyone else got an issue logging into bt.com to view billing or change settings?

I try to login with my usual id and password, the screen looks like it going to my accounts home page, but then immediately logs me out and take back to the main bt.com login screen.

The helpdesk say there is no such id with that account even though I had it for 15 uears or more. They have tried creating an account using the id and get the message that the id is already in use.  I also can't try and change the password as it says there is an error with account and try later. 

I have got a fault logged for 8 days now and they keep saying it will be fixed in 24 hours.

 

An body got any ideas? I have tried logging in via safari, google, on a mobile not conntected to the wifi - all produce the same issue.

My BT residential fault number is **Edited**

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10 REPLIES 10
V_Meldrew
Recognised Expert
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Message 2 of 11

Re: No access to MY BT account via bt.com

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I was able to logon OK but it does seem to be a little slower than usual retreiving dashboard information.

Have you changed your password recently?

Google Chrome normally remembers your logon info for you, have you tried letting it autofill your username and password?

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glentress
Aspiring Contributor
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Message 3 of 11

Re: No access to MY BT account via bt.com

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Hi
Thanks for reply. Nothing has changed in my login details for months. Was only accessing the account the other week. I don’t get any errors just it looping back the login.
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Moderator
Moderator
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Message 4 of 11

Re: No access to MY BT account via bt.com

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Hi @glentress,

I'm sorry you're having problems accessing your My BT. Did you manage to get this fixed?

If not, I can take a look at this for you.

You can send me in your details using the "Contact The Mods" link found in my profile.

Thanks

PaddyB

Community ModeratorPaddyB
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glentress
Aspiring Contributor
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Message 5 of 11

Re: No access to MY BT account via bt.com

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Hi Paddy

Thanks for the reply. No, it hasn't been resolved. I have ended creating a new id with a different email address, however, I am still waiting for the confirmation pin via post to verify the account - so essentially still locked out.

If it doesn't come in the post today I will contact you via the link.

Thanks

Lorraine

 

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Community Manager
Community Manager
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Message 6 of 11

Re: No access to MY BT account via bt.com

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@glentress good speaking with you today, I'll call back tomorrow and all being well by then you will be set up with your BT ID without any further problems 🙂

Community ModeratorStephanie
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Community Manager
Community Manager
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Message 7 of 11

Re: No access to MY BT account via bt.com

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@glentress we are still investigating this BT ID login issue, I'm sorry it's taking longer than originally anticipated.

As an update, it looks like your original BT ID (with the business email address) is still causing some conflict in the background, despite it being a cancelled off my system, so we've had to engage with a specialist team to get this rectified. I'll get back to you as soon as I have more information.

Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
glentress
Aspiring Contributor
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Message 8 of 11

Re: No access to MY BT account via bt.com

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Thanks and I got your text the other day.
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Community Manager
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Message 9 of 11

Re: No access to MY BT account via bt.com

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No problem, I just wanted to make sure you knew we were still working on it 🙂

Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
Community Manager
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Message 10 of 11

Re: No access to MY BT account via bt.com

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@glentress thanks for taking my call this evening, I'm sorry it took so long to get sorted but it's great you're now able to access your BT ID and manage your account.

As an update for the thread, there was a system issue that was causing all login attempts to fail, we needed the help of a specialist team to fix this.

Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You