“Verify your identity” on webmail

[louisbeeston]

I am hoping the Moderator who helped this customer can help me too.  Looking on this Community group, there seems to be lots of unhappy customers who have experienced this problem and I am another one of them.  I feel like I am caught up in a viscous loop of trying to verify my account so that I can access it!!  I am a new Broadband Full Fibre customer ( no. GB********).

<mod edit: please refrain from sharing your account details in public>

[gg30340]

What account are you trying to verify?

If it is a BTMail account you are trying to set up, if you are a new BT Broadband customer and you have never had a BTMail email account BT no longer offer an email service to BT Broadband customers.

[louisbeeston]

Sorry,  I have just realised this was a different issue to the one I was having... I am unable to set up a My BT account.  I have found other messages on here from people with the same problem... this is mine:

I am a new customer with full fibre broadband and have been trying to set up a My BT account today. I got an email that said to verify my account, so I click the link, I get a green box saying that my email is verified but if I go to log in to BT i'm greeted with a screen that says "Verify your identity" and "Your email is not yet verified". So I request a new verification email, I click the link in that email, it says i've now verified my email, then I go to login and again "Your email is not yet verified".   I am going round in circles!

[gg30340 · Accepted solution]

Nobody on the forum has access to your BT account which means that you will need to call the BT Billing 0330.1234.150 who should be able to help.