Conflict between old BT account and new account when using My BT

NClarke — Fri, 22 Sep 2023 09:39:18 GMT

I changed my broadband package and by doing so was given a new account number. When I log in either via the My BT app or online it still defaults to the old account. I can switch to my new account in the app but I am unable to view any bills or usage etc, I just get an error message along the lines of that there is a fault with MY BT and we are trying to fix it

Also my new account doesn't show email under my products so I am unable to export mine and my husbands emails from the old account to the new account and I am concern that if I delete my BT ID to reregister I will lose my email.

I spent nearly 2 hours on the phone to various tech support last Sunday and got absolutely nowhere. We tried using my gmail to set up a new ID, my husbands gmail and even creating a new gmail address but still have the same problem. The chap I spoke to said he was going to have to log it as a problem and escalate to another tech support dept and of course I've heard nothing since.

Surely it can't be this difficult to resolve? I just find the whole situation incredibly frustrating.

Re: Conflict between old BT account and new account when using My BT

NeilO — Fri, 22 Sep 2023 14:03:27 GMT

Hi @NClarke I'm sorry about the problems with your My BT account. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help.

Thanks

Neil

Re: Conflict between old BT account and new account when using My BT

DavidM — Wed, 04 Oct 2023 11:39:29 GMT

Thanks for letting me know we got this sorted @NClarke .

Post back if you have ay other problems.

All the best

David

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Conflict between old BT account and new account when using My BT

Re: Conflict between old BT account and new account when using My BT

Re: Conflict between old BT account and new account when using My BT