1. What is Customer Hub and what can I do with it?
Customer Hub is our new portal for digital products and access to our Service Now journeys. It allows you to see the details for those products and access applications and service management journeys, raise service requests and incident tickets.
2. What does it cost?
Its free to use and delivered as part of our product and managed services to our customers.
3. How do I get access?
If you have bought one of our new digital products or if your account has been migrated to our new Service Now platform for Service Management, then you will have been set up on Customer Hub and provided with relevant access. If in doubt talk to your BT Account team.
4. I've forgotten my username.
You can get a reminder of your username yourself. Please follow these instructions:
- On the login page, click the link "Forgotten username”.
- On the following page please provide the email address the account is registered with.
- Click the button "Request reminder".
If the email address provided is recognised, your username will be emailed to you.
5. I've forgotten my password.
This can be reset from the login page. Please follow these instructions:
- On the login page, click the link "Forgotten password”.
- On the following page please provide your username.
- Click on the button to "Request a password reset".
You will be emailed a password reset link. Click on the link in the email and you will be taken to a page to set a new password.
Note that this link is only valid for 24 hours before it expires.
6. I've forgotten my PIN.
This is something you can sort out yourself using our automated PIN reset. After providing your Username and Password on the login screen you will be taken to the PIN page.
On the PIN page, click the link 'Forgotten your PIN?'. You will be emailed a PIN reset link. Click on the link in the email and you will be taken to a page to reset your PIN.
Note this link is only valid for 24 hours before it expires.
7. Something is not working, what should I do?
All IT systems have problems. We aim to deliver a system with as few as possible but if you do get a problem this is what we recommend. Close your browser and clear your internet cache, then try again.
If your problem persists but is not urgent you can use the 'Contact Helpdesk' link to send a message to the My Account Helpdesk, or if the issue is directly impacting your work and needs urgent attention then please call the helpdesk on +44 (0)203 564 5309.
8. Pages respond slowly.
Access to the My Account service is across the internet and speed can be impacted by several factors - your PC, local networks, internet connections and the internet itself plus our own networks and servers.
At BT we work hard to ensure that our systems and website work to the best of their ability providing you with the best possible service, but at times there are things we cannot control and this can sometimes cause the slow loading of pages. If you have any specific issues about performance, then please use the 'Contact Helpdesk' link to send a message to the My Account Helpdesk.