Unable to verify 'MY BT' Account . (Code being sent to old phone number which is now redundant).

[NAROBS]

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.

[Peter_W · Accepted solution]

Welcome back to the Community, @NAROBS.

I'd like to reassure you that any issues around BT account access and one time PINs is nothing to do with the existence of EE. 

We’ve always been clear that all three of our brands play an important role in helping us connect with more people and businesses across the UK. BT is highly valued by millions of customers and has remained a central part of our portfolio, alongside EE and Plusnet, with each brand playing a distinct role to give customers greater choice. 

Whilst I can't speak for the specific details of your complaint, our executive will be doing all they can to manage this within the guidelines of our complaints code of practice.

If you remain unhappy with things from there, you're more than welcome to raise this with the Ombudsman should things reach deadlock, as explained in the document above.

Peter

[NAROBS]

Words fail me in respect of the way BT operate nowadays , particularly at the Executive Complaints level.

Its like a Chekovian Eastern European bureaucracy meets Dr Evil.

BTs approach seems so defensive, such that  the interests of BT predominate those of the customer at every turn and their adherence to the script, presumably painstaking worked-out by lawyers in advance, so extreme, that the simplest issues just seem to  get passed up the chain  to the Ombudsman  . . . and the Alternative Dispute Resolution system it operates.  It seems utterly inefficient and pointless when most customers'  issues could be resolved much more quickly and cheaply at a lower level . . . if that was the real intent.

I can't even ascertain whether they wish to continue to do business with me in respect of the provision of  a simple DV telephone + FTTC/VDSL service . Absolutely ludicrous. 

It gives customers like me the impression that the employees of this organisation must live constant fear of inadvertently giving away whatever desperate  Top-Secret  issue they are trying to conceal . . .maybe a visit to the Tower awaits . . . or perhaps a short week in Mr Navalnee's holiday cottage. Utterly, utterly pathetic

As Peter claims the issue of being sent, unsolicited, a defective BT  Smart Hub and losing access to MY BT account in the space of less than a month is oh so normal and so unconnected with migration to EE, failed or otherwise, and unconnected with the shedding of low average revenue per capita customers or any othe putative BT Group strategem, why can't BT, at any management level, reveal what's going on and why haven't I ever experienced this before in my 41 years as  BT customer . .at the same home address.

In 1985, starting with  just a simple analog telephone and progressing  through 6 different pieces of kit, 4 different configurations of  broadband system and 2 configurations of phone, ending up with DV telephony and a BT Smart Hub 2 running VDSL/2 over an FTTC line, I have never have experienced anything to date quite as attrocious as the customer handling I have experienced over the last month and a half.

Whatever the cause of the actions which lead BT to act as they did, it seems it has a Protectively Marked Security rating higher than the details of the Prince of Wales inside leg measurement.

To get these simple answers  it looks like I 'll have to go to Ombudsman/ MP/ Telecomms Minister