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Rosmy
Aspiring Contributor

on ‎02-05-2026 14h43

835 Views
Message 1 of 13

Why is my BT account inactive?

The last 2 weeks my BT account has been "inactive". I can not access my last April bill or anything else. I have called Customer services on 5 occasions; they say it's all due to a technical problem but they have not solve it yet. I can not understand how out of the blue my BT account is not working properly. I never had any problem. Can anybody in the same situation give me some advice? Your help is much appreciated.

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12 REPLIES 12
imjolly
Distinguished Sage
Distinguished Sage

on ‎02-05-2026 15h00

821 Views
Message 2 of 13

Re: Why is my BT account inactive?

there are account access problems as you can see from number of forum posts on subject and it is taking BT what seems forever to sort out problem.  so it is not just your account I and many others have same problem



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Rosmy
Aspiring Contributor

on ‎03-05-2026 7h49

735 Views
Message 3 of 13

Re: Why is my BT account inactive?

Thank you for your post. Hopefully, since there are so many of us who can not access our My BT account, they will realise there is a big problem and they will do something about it. After all we are BT customers and we deserve good support and service.

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cedge
Aspiring Contributor

on ‎05-05-2026 9h21

604 Views
Message 4 of 13

Re: Why is my BT account inactive?

Some communication on the issue would be good as well as I'm sure many customers are wasting time contacting them. Nothing yet and it has been the same for over 2 weeks now.
0 Ratings
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Kimberlin
Recognised Expert

on ‎05-05-2026 9h41

596 Views
Message 5 of 13

Re: Why is my BT account inactive?

@cedge  I wouldn’t hold your breath on BT sorting the problem out any time soon. The 2FA change is approaching almost 3 weeks now I believe? and despite BT being advised about their own web page on the matter requiring amendment, it still hasn’t been done.

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gg30340
Distinguished Sage
Distinguished Sage

on ‎05-05-2026 9h53

589 Views
Message 6 of 13

Re: Why is my BT account inactive?

If you are using a web browser to access your MyBT try clearing the history and cookies from the browser's settings.

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cedge
Aspiring Contributor

on ‎05-05-2026 9h55

584 Views
Message 7 of 13

Re: Why is my BT account inactive?

No difference.
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gg30340
Distinguished Sage
Distinguished Sage

on ‎05-05-2026 10h03

580 Views
Message 8 of 13

Re: Why is my BT account inactive?

Did you use the "Clear from all time". Some browsers default to a much shorter time?

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cedge
Aspiring Contributor

on ‎05-05-2026 10h23

570 Views
Message 9 of 13

Re: Why is my BT account inactive?

I deleted everything from the dawn of time.

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Geldart
Aspiring Contributor

on ‎06-05-2026 21h06

373 Views
Message 10 of 13

Re: Why is my BT account inactive?

I have this problem since 15th of April and twice now I have called them (which took ages online) to be told eventually yeah its a problem and will be fixed in 48 hours, 3 weeks in and no joy.  Cant wait to leave this once great company as they has messed this up big time and not one person can say why the changes were needed.  A propper shower of well you know 

 

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