This topic

New account not showing

Dannytkye — Thu, 22 Oct 2026 20:32:37 GMT

I used to be with BT some time ago. Recently took out a new contract which went active a few days ago. However, when I log into my account t using the email address registered to my new account, it only bring up my old account. Even though BT are clearly aware I now have a new contract as they are emailing me on the same email address. Also, when I try to claim my voucher, it brings up my old account and new account. When I click on the new account to claim my reward, it just loads a blank screen. Not having much luck lol! Any help would be appreciated.

Re: New account not showing

imjolly — Thu, 22 Oct 2026 21:08:35 GMT

Try contacting billing using message now and they will help remove old account.

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: New account not showing

Dannytkye — Thu, 22 Oct 2026 21:24:57 GMT

I tried waiting to talk to somebody and I was just left waiting ages for somebody to join, maybe I will have to try another day .

Re: New account not showing

Ritu_D — Fri, 23 Oct 2026 07:57:04 GMT

Hi @Dannytkye

Welcome to the community.

I am sorry to hear you experienced a long wait time.

I would definitely recommend Contacting our guides and they can remove the old account for you.

Thanks

Ritu

Re: New account not showing

Dannytkye — Fri, 23 Oct 2026 08:37:27 GMT

The onus is always put on me the customer tho, BT should have removed the old account t themselves, instead I’m now left to deal with the issue which is very frustrating.

Re: New account not showing

Ritu_D — Fri, 23 Oct 2026 08:40:39 GMT

I completely understand how frustrating this must be @Dannytkye

We don't have account access here on the community, so we are unable to remove the old account.

Ritu