This topic

Help deleting old inactive account from my BT

tclima — Sun, 15 Sep 2024 18:36:09 GMT

I called and asked BT to remove an old inactive account from my BT, it has been 10 days and still no answer... I even received a confirmation e-mail with a reference number. How long does it take? Not happy...

Re: Help deleting old inactive account from my BT

imjolly — Sun, 15 Sep 2024 18:41:23 GMT

Try contacting billing using message us and they should help

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

Re: Help deleting old inactive account from my BT

tclima — Sun, 15 Sep 2024 19:29:26 GMT

Sorry, I meant to write that initially I contacted them via chat, not phone. Is there another way this could be sorted that I don't have to be waiting on a chat window? Maybe an e-mail?

Re: Help deleting old inactive account from my BT

Michael_D — Mon, 16 Sep 2024 08:19:39 GMT

Hi @tclima.

Welcome to the community.

I appreciate you want to get this resolved, especially after requesting it 10 days ago.

The best way to check the status of the request would be to get in touch with our team either over the phone or by chat. If you give them the reference number you were given, they'll see if there is an update for you.

Michael

Re: Help deleting old inactive account from my BT

tigercub — Thu, 26 Sep 2024 14:57:30 GMT

Unsure if this is resolved but I had a similar problem and just used the chat function. It took a while (about half an hour altogether) but the service guy deleted both my accounts and then helped me create a new one which included only the live account. Very friendly conversation and worth the time taken to have a "clean" log in every time now.

Re: Help deleting old inactive account from my BT

tclima — Thu, 26 Sep 2024 15:02:52 GMT

I have contacted them via chat at least twice. The problem persists to this date. The old account still shows, but now as Account 2 instead of a number. Lots of small problems in a short period of time, does not leave a good impact on a new customer. Looking forward for the end of my contract to move to a new provider.

Re: Help deleting old inactive account from my BT

tigercub — Thu, 26 Sep 2024 15:55:07 GMT

I know it's a pain but I would persist. Give it another go and ask the next person you chat to if they can delete all your accounts and let you register a new one linked to the correct one. This is what they did for me. I was passed from the first person to their "technical team" so maybe the first contact is never able to do the necessary.