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How do I remove old Account Number

HAN_9 — Tue, 19 Sep 2023 11:26:27 GMT

I'm trying to renew my BT contract, but it seems to be getting confused as I have two account numbers; my current one and an old previous one, which it seems to default to for some reason. Does anyone know how I remove the old account number please?

Thanks

Harry

Re: How do I remove old Account Number

DarrenDev — Tue, 19 Sep 2023 11:37:57 GMT

Done. Try again now.

Re: How do I remove old Account Number

HAN_9 — Tue, 19 Sep 2023 11:49:07 GMT

Hi Darren,

Thanks for your help - unfortunately I'm still experiencing the same issue. I've been following this link: bt.com/eoc-offers-bb and it's still asking me to select the account number. Then when I select the correct one and the offer I want to take up, I get a message saying 'Sorry - somethings gone wrong'. Is there anything I can do to stop this so I can actually take the deal I want?

Re: How do I remove old Account Number

DarrenDev — Tue, 19 Sep 2023 11:51:37 GMT

Go to www.bt.com/mybt and log out completely (or click https://signin1.bt.com/btapps/logout). Then try that link again.

Re: How do I remove old Account Number

HAN_9 — Tue, 19 Sep 2023 12:35:02 GMT

I've logged in again and still having problems. Under 'My Account' it still seems to think that there are two accounts. When I follow the link and try to get the offer I want I'm now getting the following message:
"Sorry, somethings gone wrong
Our system is having a little trouble processing your details, please go to https://www.productsandservices.bt.com and have a look at the other products we have available."
When I follow that link I can't do anything with my account.

Re: How do I remove old Account Number

DarrenDev — Tue, 19 Sep 2023 13:14:12 GMT

I've sent you a DM - check https://community.bt.com/t5/notes/privatenotespage to read it

Re: How do I remove old Account Number

scotty74 — Wed, 18 Oct 2023 18:23:44 GMT

I'm having same issues. Cant get through on the phone. just too much hassle trying to renew my contract. going to go elsewhere..... grrr

Re: How do I remove old Account Number

Keith_Beddoe — Wed, 25 Oct 2023 13:41:21 GMT

@scotty74

This is a public forum, I have removed your last post as it contained personal information.

Only use private messaging to a moderator, who are BT employees.