Any bt customers here who cant log into their account online?

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Bt are driving me bonkers. I haven't been able to sign into my account for months. They're still taking my direct debit but I cant log in. I cant view my bills, make any changes, nothing.

Ive contacted them several times and nobody I speak to seems to have a clue whats going on.

The last person I spoke to said its a known issue and lots of customers are having the same problem and I just need to wait.

I said why isnt bt communicating with customers about this.
He said because theyve nothing to tell them. They will update once its fixed.

I said thats terrible customer service. If you cant log into your account bt should be emailing igor texting you to say they are working on it. And update. Even if the update is sorry, we are still working on it.

I thought to myself if its such a big problem why have I not heard any other bt customers talking about it. You'd think at least a few people would be complaining!

Is anyone in the same boat as me?

Sorry OP but i just checked and can see my account on both the app and online.

Have you made a formal complaint? If you've made a complaint and they still don't resolve the issue you can escalate it to the Communications Ombudsman.

It's soul destroying dealing with these companies. I'm with BT now after experiencing a long and stressful battle with Virgin. Nothing woukd induce me to go back to Virgin. So far so good for me with BT but I expect that could change in the future.

Thanks. I think i will have to go down that route.

cancel the direct debit, they will be in touch really quickly 😂

haha I said that to them! I'm chatting with their customer service at the moment

Hello. I still cannot log into my bt account. this has been the situation for months now and every time i ask about it I am told to just wait and it'll be sorted out. I am sick of waiting. I need it sorted out now. BT takes my money via direct debit every month so clearly
‎09:39

Bt can access my account. If this isn't sorted I will cancel my direct debit until i can access my account online. BT can send me a bill every month and I'll phone up and ask about when i can expect to be able to access my account. At this point i have had enough and i would like to make a formal complaint. thank you

Thank you, XX. The BT id XXXXis showing linked to your account. Are you getting the error message sorry we cant access your account?
BT • ‎10:25

when i log in, where it says Account No:, instead of getting the number (sl something i think it is?) instead it reads Account No: (Inactive)

when i try to click to any of the pages eg billing, i just get three colourful dots and nothing comes up
‎10:27

then after ages, it changes to Sorry, we can’t get your account details at the moment
‎10:28

its been like this for several months and every time i ask about it i get told oh dear sorry about that i'll log itand we will sort it out etc etc. except one time when i was told lots of customers are having this issue and not to expect any update from bt because they wont tell me anything until it's fixed
‎10:29

^This is a known outage with MYBT and our tech team is already working on this. We can do few checks to see if this resolved or not. Could you please login to MYBT via the link www.bt.com/mybt?^
BT • ‎10:30

a known outage lasting several months? this isn't something that just happening. I have been unable to access my account for months. i even started a thread on mumsnet asking if anyone else was having this problem that bt is telling me lots of customers are having and was told no.
‎10:32

and no, i just clicked that link and it is still saying account inactive and Sorry, we can’t get your account details at the moment
‎10:33

i just find it incredible that BT's tech team can have been working on this for several months now and not only have they been unable to sort it, but they have been unable to communicate with customers who can't log into their accounts. It's shockingly poor customer service.

I am sorry the outage is affecting some of our customers. And our IT team is working on this. I do get where you are coming from and we sincerely apologise for this. So I can suggest few checks to try to resolve this for you rather than waiting for the outage to be fixed. Could you please open a browser and go to www.bt.com/mybt and login, do you see the option Your details?
BT • ‎10:37

yes. are you going to tell me to change my email address?
‎10:38

^^
Thats one of the options we can try to resolve this. When you click on your details do you see the option Accounts?
BT • ‎10:39

yes. I've already done all these things. Let's have another go though. What do you want me to do?