This topic

Can I add a new account on my BT

Nicolas1 — Thu, 06 Apr 2023 21:27:02 GMT

Hi, I can access myBT with my BT ID and password. However it is linked to an old account. When I go to "add an account" and I type the right account account number and press "add", it does not allow me to. It is causing issues and BT app does not work. Somehow I cannot access myBT with my right account. Could someone help me?

Re: Can I add a new account on my BT

NeilO — Fri, 07 Apr 2023 07:33:11 GMT

Hi @Nicolas1 welcome to the community and thanks for posting, are you getting an error message when trying to add your account number, if so can you let me know what it says?

Thanks

Neil

Re: Can I add a new account on my BT

Nicolas1 — Fri, 07 Apr 2023 07:54:53 GMT

There is a green tick when I input the correct account number. When I press add, I get in red:

We are not able to add this account to My profile. Please contact us for further help

I called BT, got a very nice operator but she could not help me out

Re: Can I add a new account on my BT

NeilO — Fri, 07 Apr 2023 08:12:42 GMT

Hi, @Nicolas1 is it possible the account was registered for a BT ID previously using a different email address?

Neil

Re: Can I add a new account on my BT

Nicolas1 — Fri, 07 Apr 2023 08:15:31 GMT

It was indeed and when BT does email me, they do mix up email addressed (the old was work related and I left the company 5 years ago). I mentioned it to BT operator on the phone but she said it, she could not see it.

Re: Can I add a new account on my BT

NeilO — Fri, 07 Apr 2023 08:21:33 GMT

@Nicolas1 thanks for clarifying, it sounds like we'll need to do some BT ID deleting to get this sorted for you. I'll send you a private message so you can send over your details.

Thanks

Neil

Re: Can I add a new account on my BT

Nicolas1 — Fri, 07 Apr 2023 08:36:21 GMT

Thank you so much for helping me out. Really appreciated. Have a great Easter break

Re: Can I add a new account on my BT

Nicolas1 — Mon, 10 Apr 2023 09:57:51 GMT

The special team called me - deleted all my BT ID. I had to reset everything so that I can add my new account number to the right BT ID. It says it will be activated after 5 min. I have waited 12 hours but it still does not work. I called BT to fix it again (email team). I spent 40 min with them but they cannot fix the problem and again the special team has to call me back (I can't call them). Could the right team called me ?

Re: Can I add a new account on my BT

NeilO — Mon, 10 Apr 2023 10:06:12 GMT

@Nicolas1 I'm sorry about that. I can see my colleague @RobbieMac spoke to you yesterday and agreed to call back today, he's due to start in an hour so I'll let him know that you've posted.

Thanks
Neil

Re: Can I add a new account on my BT

Nicolas1 — Mon, 10 Apr 2023 10:08:44 GMT

Thank you. The email team answer is to create additional BT ID which just add complexity and does not fix the situation!!!

Re: Can I add a new account on my BT

RobbieMac — Fri, 14 Apr 2023 14:20:37 GMT

Hi @Nicolas1

Thank you for getting back to me.

I am really pleased I could help you get things sorted out. Your account is linked now to your gmail email address as requested 😊

Take care and enjoy your weekend!

All the best,

Robbie