Can’t reset password on BT email - text message never arrives

[JohnC2]

Hi @Jasone, I wouldn't say anything changed but I would suspect that the email team check email addresses are linked to either a broadband or Premium Mail as part of their housekeeping. As you don't have broadband with us or Premium Mail then you will only be able to access your email via webmail.

Thanks

John

[Jasone]

But even via web mail I have the same issue and can’t access the reset password function via text messages 

[JohnC2]

Hi @Jasone, It might be referred to the 2nd level email team from your call earlier this week but best be sure. Use the link above and chat with them and they’ll be able to check if the case has been raised and referred on to them or they may be able to help update your mobile number for the PIN.

Cheers

John

[Jasone]

I know is the right number as if I go to yahoo and try and reset then it shows my full number on screen but the text still doesn’t arrive 

they never gave me a reference number on the phone so I don’t even have a reference to pass on so may have  to start again