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Old Email Account Gone - Not Shown as Inactive or Deleted

trevcjohnson — Sun, 18 Oct 2026 11:59:04 GMT

I am a longtime email and broadband customer and have had email for years. I have an email account linked to my account (1 of the 11) but rarely login to the actual email address, I use it for other services such as facebook.

I went to check my email addresses today and it has gone, doesn't show as disabled or inactive. I doesn't show as a deleted email. I can no longer get to the email so I can do recovery from the other services.

When I try to login to the email address I get an error something went wrong and to contact support, the online message app takes me in an endless loop and trying to call hug up and said go online.

Has someone stolen my email? I suspect not as it recognises my password and says contact support. How do I recover my email address?

Re: Old Email Account Gone - Not Shown as Inactive or Deleted

gg30340 — Sun, 18 Oct 2026 12:25:35 GMT

If you have not logged into the email account within the last 150 days it has most likely been deleted by BT.

If you use it as a username to log onto other accounts this does not count as logging onto the email account. In that instance all your email address is doing is acting a string of text, not an email address.

See link about deleted email accounts.

https://www.bt.com/help/email/why-has-my-bt-email-address-been-suspended-or-deleted-

To confirm if it has been deleted you would need to contact BT 0330.1234.150 and ask to speak to the email team.

If it is deleted you may be able to have the email address reinstated but all the contents of the account will have been deleted.

Re: Old Email Account Gone - Not Shown as Inactive or Deleted

trevcjohnson — Sun, 18 Oct 2026 15:28:00 GMT

Thanks, it must have been deleted, I'm not bothered by the contents but being linked to other services means I can't recover access to these services because I can't access the email. I'll try calling them tomorrow.