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Beginner
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Message 1 of 14

Forgotten security answers and cannot reactivate account

How can I reset my password and reactivate my suspended account?  I set these up about 20 years ago, so cannot remember them now!

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Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Forgotten security answers and cannot reactivate account

@msoumel 

If its that long ago, it would have been deleted by now.

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Beginner
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Message 3 of 14

Re: Forgotten security answers and cannot reactivate account

I am still using the account daily. Email client on my phone asked me to confirm my login details this morning and I must have entered the wrong password a few times, so the account in now blocked. This account was set up a long time ago hence I no longer remember the answers to the security questions.

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Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: Forgotten security answers and cannot reactivate account

Are you a current BT Broadband customer, or are you paying £7.50 a month for BT Premium mail?

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Distinguished Sage
Distinguished Sage
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Message 5 of 14

Re: Forgotten security answers and cannot reactivate account


@msoumel wrote:

How can I reset my password and reactivate my suspended account?  I set these up about 20 years ago, so cannot remember them now!


If you follow the forgotten password route you should eventually get to a point where you indicate you no longer remember your security questions and a PIN will be sent to your account postal address.

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Beginner
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Message 6 of 14

Re: Forgotten security answers and cannot reactivate account

Neither!  My account has remained active following the changes a few years ago without having to pay anything.

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Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: Forgotten security answers and cannot reactivate account

In that case it has probably been deleted.

The PIN option certainly won't work as you don't have an account.

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Beginner
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Message 8 of 14

Re: Forgotten security answers and cannot reactivate account

I am currently getting stuck on the failed security questions screen, no obvious way forward from there.  Also, I doubt I ever update my postal address since setting up the account over 20 years ago...and have changed home several times since then. 

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Beginner
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Message 9 of 14

Re: Forgotten security answers and cannot reactivate account

The account hasn't been deleted, I am still using it daily.  It was suspended this morning. This is really frustrating as I use the account with banks, utility companies, etc.  and I can no longer access it or reset it!

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 14

Re: Forgotten security answers and cannot reactivate account

Then if you are no longer a customer, there is nothing you can do, as BT have been removing accounts that are not associated with a current BT Broadband contract, which is probably why it stopped working.

 

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