myBT Login broken - backend profile corruption?

[Sorehead]

Hi, apologies if this is in the wrong place.

I'm completely locked out of myBT account and desperately need a Community Moderator to escalate this to the backend profile team. This is clearly a corruption on BT's side (I can access every other site I try).

The issue persists across 3 devices and 2 browsers.  Support chat has had me perform repeated 'fixes' and resets, none of which make any difference.  I've been promised twice that the issue would be fixed within  48 hours yet here I am, still on BT chat (6+ hours in total and counting, so far) still being asked the same questions and to repeat the same 'fixes'. 

Because this happens across multiple devices, my profile or BT ID has likely become corrupted or stuck in a loop on the backend database.  Could a moderator please step in, look at my account profile history and escalate this to the appropriate technical team to get the profile rebuilt or cleared?  Seriously losing the will to live here.  Many thanks.

[imjolly]

@Sorehead 

the forum mods do not have account access so cannot check your account for problems.  the mods previous referred posted to email technical support  https://www.bt.com/help/contact-bt/technical-support/email

hopefully they can help you

[Sorehead]

Thanks for responding but, if I understand correctly, that link is for tech support for email problems.  My email is working fine.... it's myBT I can't get into and, 6 hours of 'fixes' later, still in the same boat. 

[Michael_D]

Hi @Sorehead,

The best option would be to speak to our tech guides as @imjolly has mentioned.

You can see how to reach them over the phone or using our messaging service on our Contact BT page.

Michael

[Sorehead]

Hi @Michael_D 

So, you think my best option is to repeat what I've spent the last week doing?

Thanks for that.

[Alex_H · Accepted solution]

Hi @Sorehead,

I am sorry it has been a frustrating experience trying to get the issue resolved. As mentioned we don't have access to your account to raise a ticket to our team for MyBT issues through this community, but our technical team should be able to do that for you if they have not already.

If you feel you aren't getting the proper support through those channels though you can raise a complaint, our complaints document has the options available, including an email address which will go to our complaints team directly to make sure your case is being handled correctly.

Alex