Unable to log into My BT

[pip11]

Hi,

I cannot log into My BT to view my bills. Ironically my father cannot either. We have contacted BT on many occasions who though have been sympathetic, cannot resolve the issue and have been coy about it being a 'major issue'.

When attempting to log in I have several two factor authentications to get through (fine). Then it says 'You don't have any accounts you can manage' and I go around in a continual loop, but I'm not able to log into My BT or look at my bills. Passwords have been reset, cookies deleted, other devices tried, everything, to no avail...

This has only happened I the last few months when myself and my father have likely renewed Broadband deals with BT. Is this part of the problem? Fortunately, this hasn't affected my ability to read my BT emails but this is most unsatisfactory and I cannot believe BT is not able to sort this issue out.

Who I can go to in the company to resolve this? We surely cannot be the only people that this affects?  I would seriously consider leaving BT if this issue cannot be resolved. This is after working for the company for 35 years...

[Ritu_D]

Hi @pip11 

Thanks for reaching out here on the community. 

I am sorry you are both experiencing issues logging into your online accounts, it sounds like you have tried most things we would suggest you trying too. 

I would recommend Contacting BT so one of our guides can investigate this further for you. 

Thanks 

Ritu 

[imjolly]

@pip11 

if you read the forum there are numerous posts about customers having problems accessing MYBT BT have/are working on it and many ,myself included, have now got full access back.  have you checked using MYBT app but make it it is up to date as there has been few updates in last week

can you access MYBT using a web browser instead of app?  have you tried more than one browser - chrome and Edge

[pip11]

Hi, Thanks for posting.

I have tried all the things you suggest. Web browser, app (uninstalled, reinstalled), different browsers/operating systems, to no avail.

Contacting BT advisors , though always helpful and sympathetic, have done nothing to resolve the situation.  To top it all, I was set up by an advisor for free paper billing due to the circumstances I am facing…My bill arrived recently…with yes, you can guess, a £3.00 charge appeared on it…! It seems so easy for BT to do everything wrong and nothing right.

[Ritu_D]

Thanks for coming back to us @pip11 and explaining the outcome so far. 

On your bill does it show a credit of £3 to cover the cost of your paper bill? 

Thanks 

Ritu 

[pip11]

No. I had to ring Customer Services to remove it...