Communication breakdown

Round at June's brother's house today trying to rectify an email problem on his wife's email account.
Bt have changed things, and, despite having an account for years, they want everybody to establish a new BTID.
I have tried several times, but cannot get past the first step. There are three steps.
Was on the phone for ages trying to get the call centre, which I trink is in India, to help.
I gave up and hung up. Twice.

Eventually the called back and told me it was fixed, giving me mer new password.
I hope it works, as I didn't have time to try it.

http://youtu.be/fGUsGlpDJkE

As you can see, the app doesn't allow for a 'link' word to link to the linked page.