Is two-step authentication now mandatory? No option to switch it off.

[Igor0]

Hello folks.

I was forced into enabling two-step authentication for my email address in order to access the broadband deals page. Tried to switch it off online - surprise-surprise, there is no option to do so anymore. The only option is to change the telephone number for passcodes. Tried to call customer service - they told me that it is mandatory now and cannot be switched off. I am just surprised how BT is quietly forcing its customers into it without any official announcement. In fact, the help section of their website states the opposite: it can be switched off at any time. Lies, lies, and lies again. Moral of this story - do not subscribe to it if you don't want it! It is irreversible now! 

[gg30340]

In reply to your question. Yes it is mandatory and can not be switched off however your device should become a trusted device after time, usually within two weeks but it may need authenticated each time until then.

[Kimberlin]

@Igor0  You are indeed correct, according to BT’s own web link, it is optional but can be turned off in your MyBT profile.

https://www.bt.com/help/security/two-step-authentication#:~:text=Two%2Dfactor%20authentication%20(or....

Quite why BT staff would tell you it is mandatory and can’t be switched off, is only something they can explain. Perhaps the team member you spoke to, doesn’t have a clue about the product they are employed to advise on.

I assume however, that after reading @gg30340  post, the BT page I linked to is incorrect and should be removed or amended? Or of course there’s always the possibility that I’ve  completely misunderstood the linked page and the OP’s problem and if so, happy to take it on the chin and crawl back under the couch 👍

[gg30340]

Authentication for most BT systems migrated to a new platform a few days ago. Users will be asked to confirm their credentials and also enable multi-factor authentication if it is not already enabled.

There are numerous threads regarding this change and the problems that some users have found with it which BT are aware off and are dealing with the problems.

As usual BT did not announce the change prior to it being made nor have they updated the webpage in relation to 2FA.

[Kimberlin]

@Igor0  Notwithstanding @gg30340  who is obviously entirely correct in their explanation, see the following EE thread as it is entirely relevant, taking note of the Moderator response, who like most of the Moderators here, Moderate both the BT and EE forums in unison:

https://community.ee.co.uk/t5/EE-app-and-website/2FA/td-p/1603966

A cynical person might think that BT overall, are concentrating far more on developing the EE domestic arm of the business than taking care of  other aspects of customer communications, hence the lack of updates to web pages etc.

[danielle1]

I ran into this for the first time this morning, after some maintenance on BT last evening.  This was just to log in to my BT account.  I thought it would be just for the first time, but... no.  (This can't be to do with email, as I don't have a BT email account.)

The problem for me is I don't have (nor want!) a mobile phone, so the codes must come over landline, so it's a real annoyance.  There should at least be an option for the code to be sent by email.

[gg30340]

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@danielle1wrote:

The problem for me is I don't have (nor want!) a mobile phone, so the codes must come over landline, so it's a real annoyance.  There should at least be an option for the code to be sent by email.

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There is/was an option to have it sent by email. You need to log onto your MyBT and then go to Personal Details and scroll down to 2FA.  Click on Edit 2FA settings how ever there appears to be a problem with using that method which will no doubt be related to this debacle. 

[danielle1]

Thanks for this.  When I tried a few hours ago (unsuccessfully) to switch it off, the only option I got was to change the phone number.

[gg30340]

In case you have missed it, you can no longer turn off 2FA.

[danielle1]

Thanks, yes I know we can't switch it off - but there is no option to have codes sent in email, only to change the phone number.