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olon1968
Aspiring Contributor
6,223 Views
Message 1 of 491

Locked out of bt email - stuck in a loop

Hi, wonder if anyone can help. I became unable to access my bt email about a week ago. I use webmail only and last week while logging in normally I was was aked to confirm my BT ID which I did but since then when I login using  https://www.bt.com/btmail , the screen simply refreshes. Resetting the password has been unsucessful. Tried the live chat help - they tell me its a level 2 problem and to wait for a phone call but no phone call has been received. Really grateful for any advice - desperately need access to important emails.

 

Thanks

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490 REPLIES 490
gg30340
Distinguished Sage
Distinguished Sage
6,210 Views
Message 2 of 491

Re: Locked out of bt email - stuck in a loop

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olon1968
Aspiring Contributor
6,205 Views
Message 3 of 491

Re: Locked out of bt email - stuck in a loop

First link sends me on a Confirm your ID "Journey" which eventually send my to "my BT" but the email tab just loops back to the begining of the process.

 

The second is a page not found (404) error screen.

 

 

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olon1968
Aspiring Contributor
6,170 Views
Message 4 of 491

Re: Locked out of bt email - stuck in a loop

Please could one of the moderators look at this asap. I have been let down by all the other BT help services and I need access to email very urgently.

 

Thank You.

 

 

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gg30340
Distinguished Sage
Distinguished Sage
6,166 Views
Message 5 of 491

Re: Locked out of bt email - stuck in a loop

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. Once you have replied to them by the link, it can at present take twenty four hours for them to re-contact you.


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DanielS
Moderator
Moderator
6,149 Views
Message 6 of 491

Re: Locked out of bt email - stuck in a loop

Hi @olon1968,

 

We will be able to look into it for you. I've made the link available to you under my profile at "DanielS". It's on the left hand side in the about me section under contact the mods.

 

Thanks

 

DanielS

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tonyk77
Aspiring Contributor
6,152 Views
Message 7 of 491

Re: Locked out of bt email - stuck in a loop

I have exactly the same problem with the looping  - 1 1/2 hours on the phone to India this morning - no solution. They told me it will take 48 hours to get back to me. Won't let me speak to anyone in the UK. Not happy at all.

 

Thinking of quitting BT  as this is the second problem I have had in a week - they cut off my BT Talk line and took a day to restore it.

 

What really makes me mad is BT will not accept that the problem is at their end. I am a chartered engineer and I know how to check my apparatus at this end. However we must always go through the damned script which wastes hours

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DanielS
Moderator
Moderator
6,143 Views
Message 8 of 491

Re: Locked out of bt email - stuck in a loop

Hi @tonyk77,

 

Thanks for getting in touch. I've made the link available to you the same way I did for @olon1968. Can you do the same so that we can look into it for you?

 

Thanks

 

DanielS

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tonyk77
Aspiring Contributor
6,134 Views
Message 9 of 491

Re: Locked out of bt email - stuck in a loop

I have sent the relevant information. If you are replying off the forum please use my freeserve address as of course the BT one won't work at the moment!

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DanielS
Moderator
Moderator
6,109 Views
Message 10 of 491

Re: Locked out of bt email - stuck in a loop

Thanks @tonyk77.

 

I've changed the contact email address to the one you mentioned and I've added a note so the person who picks it up knows that it's your BT email that you need help with. Saves anyone making a mistake Smiley Happy

 

Thanks

 

DanielS

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