This topic

Multiple accounts linked to one BT ID

Mysty — Thu, 13 Jun 2024 07:38:46 GMT

Hi, I have a 2 old BT accounts and have recently signed up again so I now have 3 accounts. When I log in to MyBT app I can see the other accounts which is causing me to have to login multiple times to get to things such as parental controls, security and so on. I did live chat with BT last weekend as I was unable to see my new account there at first, I was instructed on how to link my new account and was told the old accounts would be removed, however I can still see the old accounts which is confusing the app and what I want to do. Please can I get some help to have these old accounts removed.

Thanks

Re: Multiple accounts linked to one BT ID

Keith_Beddoe — Thu, 13 Jun 2024 07:47:40 GMT

@Mysty

Please try again.

Select the 'message now' option on this link https://www.bt.com/help/contact-bt/account-and-billing/broadband to have a live chat with a billing guide, they'll get you sorted.

If they still cannot resolve it, then please post back here and a moderator may be able to help, but its likely to be a while before they could assist.

Re: Multiple accounts linked to one BT ID

Mysty — Thu, 13 Jun 2024 09:10:19 GMT

I’ve just spent 30 mins on live chat and again was told these accounts have been removed from my BT ID and again I still see the accounts there when I login to the app. This is the 2nd time I have been told they were removed which they are clearly not if I can still see them. Appreciate you reaching out tho

Re: Multiple accounts linked to one BT ID

Keith_Beddoe — Thu, 13 Jun 2024 09:48:34 GMT

Its probably an issue with the app, however I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Re: Multiple accounts linked to one BT ID

Mysty — Thu, 13 Jun 2024 10:25:57 GMT

Thank you 🙂

Re: Multiple accounts linked to one BT ID

Keith_Beddoe — Thu, 13 Jun 2024 10:30:01 GMT

Bear in mind its likely to take quite a few days.

Have you tried deleting then re-installing the app, as its possible its holding cached information?

Re: Multiple accounts linked to one BT ID

Mysty — Thu, 13 Jun 2024 10:32:32 GMT

I have tried that, I was advised on the live chat to delete the app and reinstall it.

Re: Multiple accounts linked to one BT ID

Keith_Beddoe — Thu, 13 Jun 2024 10:34:46 GMT

Do the accounts show when you login to MyBT using a computer?

Re: Multiple accounts linked to one BT ID

Mysty — Thu, 13 Jun 2024 12:03:50 GMT

Yes, I can see all the accounts on the app and through logging in to my BT through the web browser.

Re: Multiple accounts linked to one BT ID

Keith_Beddoe — Thu, 13 Jun 2024 12:47:20 GMT

You will have to wait for a moderator to reply here.

Re: Multiple accounts linked to one BT ID

Mysty — Thu, 13 Jun 2024 12:59:40 GMT

Sure, thanks 🙂

Re: Multiple accounts linked to one BT ID

Mysty — Mon, 29 Jul 2024 19:21:21 GMT

I still need help to remove these other account, 3 times I’ve rang and every time been told the other accounts have been removed. Also got a bill for one account that £7 in credit. Please can I get some help?