I have been in the same position since April 16th 2026 . . unable to access my BT 'On-line' account. Interestingly, the BT Price Guide for this year has an effective start date of . . . wait for it . . .17th April 2026.
I think they are either trying to migrate BT Customers to EE and cocked-up the transition or are trying to ditch the "Low roller" customers before transiting the "High rollers" to EE.
I am a BT customer for 41 years.
My experience started a little earlier in the month, during which I was sent, unsolicited a defectively re-furbished BT Smart Hub 2, temporarily lost access to Digital Voice (Its only been installed and working for a year !) and permanently lost access to my BT "On-line" account. As a 'Solution' they have regressed me to paper billing !!!
Unsolicited, they sent me (On 1st April 2026 !!), a BT Smart Hub 2.
Looked innocent enough when I took a look at the hub menu off-line.
But, oh woe, when I connected it to the internet, a previous users equipment details appeared - the hub hadn't been re-furbished properly i.e. the NVRAM hadn't been wiped. And the consequence was, un-be-known to me at that time, that the previous users' equipment data in the NVRAM was automatically uploaded to my line profile held on the remote BT ACS provisioning server.
And, by the time I realised something was amiss and disconnected the re-furbished hub and replaced it with my original, 'Clean' BT Smart Hub 2.
The BT ACS server automatically copied the previous customers equipment data to this hub's NVRAM and contaminated that.
No amount of factory resets clear it, only BT's Contractor can wipe the NVRAM. Subsequently, lost access to my DV phone and BT on-line account.
Complaint sent to BT CEO on 5th April and to date the issues raised (As detailed above) are still unresolved.
The complaints handlers tell me that they will be sending me a final position letter saying that they are going to do nothing about it, except regress the billing system and start sending me paper bills. I'm told that letter was sent on the 8th May 2026 and still not received. I asked for an E-Mail of same letter and was promised , last week, a PDF - nothing received.
Of course, a "Stop-sell" instruction having been put on my FTTC line, may inhibit any restorative action BT could take.
Got a feeling this one is going to the Ombudsman.
Their Executive Complaints department operates to tightly scripted response regime which is highly defensive of BT and offers the customer nothing. My current treatment led me to conclude that they are trying to dump low revenue customers and move the high paying one's to EE without offering "The left behind" an alternative . Its the same American rentier business model all these big corporations are following, maximise revenue, direct it upward to the Elite shareholders and higher management emoluments and stuff the customers.
The alleged problems BT are having, en masse, with "My BT" accounts, is just cover story guff.
I put these same un-gilded facts to Microsoft Co-Pilot AI and it came to the same conclusion . . without any additional prompting from me.
N.
