Account Number

[thefamilypritch]

Hi -

I am having this exact problem in 2025. I have registered a new BT ID, but when attempting to continue, it is requiring me to have an account number, which I don't have as a new customer - and won't let me progress without completing this.

When clicking the link "I don't have an account number" it is asking for the current phone number and postcode to send me "the" account number in the post. Is this generating me a new account number, or sending me the existing account number for that landline number and postcode?

[Christopher_G]

Hi @thefamilypritch 

You shouldn't need an account number to take out a new broadband deal. Are you going through the Broadband Deals site?

Chris

[thefamilypritch]

Yep.

These are the steps I take

- use your link

- select "broadband and phone" tab

- choose the "Fibre 300" package

- click "customise package"

- skipped complete wifi

- skipped EE TV

- skipped TNT sports

- update the home phone plan to unlimited UK calls

- sign in with my BT ID

- this step now REQUIRES a BT account number - it defaults to select the existing (old) one, and I have no choice to create a new one, or deselect the existing one.

[Christopher_G]

OK, thanks @thefamilypritch 

It would be worth speaking with our Customer Support team so they can check our systems to look into why this is happening and help you get an order put through.

Chris

[thefamilypritch]

Hi -

That would be great. Live chat kicked me out before getting to a resolution (or being able to speak to a human) and had to give up after waiting over 45 mins to speak to someone on the phone.

Have to say, not a great first impression as a (potential) "new" customer.

[Christopher_G]

How is it going, @thefamilypritch? Have you managed to speak with our Customer Support team?

Chris