Sorry, we can’t get your account details at the moment

[ktcbracon]

When I log into my account I get the message 

Sorry, we can’t get your account details at the moment

This is both web and from my phone app, very frustrating can you help please

[imjolly]

this is a known problem and there are numerous posts on the forum if you search

I see some posting that they are able to access today so maybe try again

https://www.ispreview.co.uk/index.php/2026/06/bt-and-ees-uk-websites-and-app-experiencing-service-di...

[ktcbracon]

Nope still no access for the large amount the Broadband costs, which claims to be Fiber but is not as it comes down 50 year old cables for over a mile I expect a better service than this

[Anonymous]

In the rapidly increasing race to the bottom what you expect and what you get are two completely different things 

[ktcbracon]

Not only can I not log in to my account My Last two Router's keep dropping out two to three times a day and have to be rebooted usually at the same times give or take an hour, while the Router light remains Blue indicating no issues there are constant issues every day at least two to three times

[Christopher_G · Accepted solution]

Hi @ktcbracon 

Welcome to the community.

I recommend speaking with our customer support team, so that they can help you get logged into My BT and run some tests on your broadband service.

Please let us know how you get on.

Chris

[ktcbracon]

I am informed that an update enacted by your technicians have caused the problem, I was assured things would be corrected by Tuesday. No sign yet on Monday afternoon of being able to log in.

[Leanne_T]

Morning @ktcbracon 

Thanks for coming back to us and for getting in touch. 

Please try again throughout the day and let us know how you get on.

Leanne.

[ktcbracon]

12.04 PM and still have no luck on logging in. Also I was assured that the order I placed with BT on Sunday would be here today which was when I would start paying for it, alas another let down no sign of the order and according to the tracking Royal Mail haven't even received it Not happy

[cedge]

Suspect its linked to the MFA update by BT which seems to have affected thousands of customers since Mid Apr 26; I've just checked and its still affecting me; I see the same. Still waiting for a fix.