there are numerous posts from customer having account access problems but Bt have fixed it for most. have you uninstalled the MYBT app and reinstalled as there have been numerous updates in last few weeks
if still nothing and cannot access with web browser then phone CS 03301234150 or you can try billing using message now and they may be able to help you
https://www.bt.com/help/contact-bt/account-and-billing/broadband
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