Old and confused locked out of email

[oldmanneedshelp]

Hello, I am 82 years old and hard of hearing. I am locked out of my 25-year-old BT email because my recovery mobile number is out of date. The online chat agents keep asking me for direct debit details I don't have, and telling me to log in to find an account number, which I cannot do. Can a Moderator please help me update my recovery phone number?

[gg30340 · Accepted solution]

Are you able to log onto your MyBT? If you are you should be able to change the mobile number your self.

See link

Two-factor authentication (2FA) | Security | BT Help

If it won't let you change it there you may need to try changing your contact details in your MyBT by going to Your Details then Contact Details.

If you are not able to logon to your MyBT you will need to call BT Billing 0330.1234.150 as the moderators on the forum do not have account access so would be unable to help you.

There is no requirement for the Online agents to know your Direct Debit details, what if you were not paying by DD.

They should only need to ask for your account number if you know it and/or get you to answer the security questions that you entered when you set up your MyBT.

You may find your account number on your bank statement if you pay for your bill via a bank transfer.