Lost access to my BT

[sausagenmash]

I got my email recently advising me that my bill is ready to view, so I went to the My BT app as usual. For some reason my password wouldn't work.

So I changed it, after getting OTPs to my BT internet email address and an SMS to my mobile. I got the confirmation email that my password has charged. 

Back to the app, log in with new password. I'm next asked to enter my name and address, set up a security question, add a recovery email address and a mobile number, as if it's setting up a new profile. It obviously is doing this, because the last screen I get to tells me my profile can't be set up at this time. 

Anyway, aside from the password, nothing has changed. I've not been able to check my bills. I've since also discovered I can't access any BT/EE hotspots.

Any ideas? 

Thanks!

[imjolly]

can you access MYBT using a web browser?

[sausagenmash]

Hi @imjolly 

I've just uninstalled the app to try

So when I log in on a browser, I enter my email address and password, the home screen briefly appears, and then I get this

---

Which then, after entering my details, security question, recovery email, mobile number etc, tells me my profile can't be set up. 

It's odd, because I've had no problems with the app for many years

[imjolly]

there has been problems with MYBT for the past few weeks and there are numerous forum posts about it  have you tried uninstalling MYBT app and then installing as there have been quite a few updates recently

[sausagenmash]

Just tried that. 

Uninstalled, rebooted my phone and reinstalled.

This time was slightly different.

Entered my email address and password, and verified the SMS OTP. (I didn't get an OTP by email this time).

Then, very briefly, got the screen to set a new PIN. But before I could do that, it changed to the screen I previously shared again. 

Is there some kind of bug, because the app'sc behaviour is inconsistent?

[sausagenmash]

This is the message I get when I try to access a hotspot. Makes me think something has changed wth my account

[sausagenmash]

 

[Michael_D]

Hi @sausagenmash 

I've sent you over a private message to take some details about this.

Michael