I have just edited my last reply with some extra information which may help.
Good thinking, but tried logging into the BT OZ 'my account' both with the 9-digit user number and the email address (with and without the "@btconnect.com" part). None of them worked. Not to worry. Will sort it all out with BT later .... Just angry that they have to make it so difficult to get what I've already paid for.
Sorry that got you no further forward. If you do manage to get a sensible answer, it would be helpful if you can find a minute to report it here. Have a good trip!
(with and without the "@btconnect.com" part)
My brother has business BB and he has a @btinternet.com email address, I think this could be the problem, you are using btconnect.com email.