topic Fault 1 - 162085470 cannot access online account in Broadband

Fault 1 - 162085470 cannot access online account

unhappywithbt — Mon, 06 Jul 2026 12:39:52 GMT

I cannot access my online account. BT said they fixed it and cancelled the Fault ref 1-162085470 BUT it is not fixed. I still cannot access my online account

BT keep chasing me to pay my bills but I cannot access my online account to print the invoices or even see what bills I need to pay.

Problem started when BT changed to 2 level authentication

Re: Fault 1 - 162085470 cannot access online account

BethM — Tue, 07 Jul 2026 14:38:00 GMT

Hi unhappywithbt

I'm sorry to hear about this - please contact the technical support team for assistance with this.

Re: Fault 1 - 162085470 cannot access online account

unhappywithbt — Tue, 07 Jul 2026 16:02:39 GMT

Hi Beth, I spoke with the team this morning. He said the "fault" had not been looked at by the 3rd level team for several days and he was going to send an email to push them into some action. Apparently this is a common problem since BT introduced 2 level authentication. I have been locked out of my online account for weeks now and no one seems to know why