This topic

Help needed in removing an old account

IckleKoo — Tue, 22 Apr 2025 18:06:32 GMT

Okay, when I log into Mybt it is showing 2 accounts, My current account and an old account which is inactive.

The problem is no matter what I do it will keep defaulting to the inactive account.

I have phoned BT twice (both times they were very nice so no complaints there) to have this fixed but whatever they have done hasn't worked.

I just want to be able to upgrade my Broadband but can't as the system keeps defaulting to the inactive account no matter what I do.

Any suggestions would be very appreciated

Re: Help needed in removing an old account

imjolly — Tue, 22 Apr 2025 18:19:01 GMT

Try contacting billing using message now and they should help

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

Re: Help needed in removing an old account

allanraymond — Tue, 22 Apr 2025 21:26:59 GMT

@imjolly

I'm guessing the OP has gone through your suggested action.

I've gone through exactly the same process and still waiting for my problem to be resolved even though I can't fault the Guides who have been dealing with my problem. I've been waiting since 8 April and am expecting an update on Thursday 24 April.

Re: Help needed in removing an old account

IckleKoo — Wed, 23 Apr 2025 07:50:09 GMT

As I said, contacted them twice but do far they haven't managed to fix the problem.

Don't get me wrong, the people I spoke to were very friendly and have zero issues with them as its pretty obvious the fault lies in the accounting system itself.

It's just very frustrating

Re: Help needed in removing an old account

gg30340 — Wed, 23 Apr 2025 08:37:40 GMT

Nobody including the moderators on this forum have access to your account so they will be unable to help. You will need to persist with BT customer ssrvices or raise a complaint to see if that gets you anywhere.

Re: Help needed in removing an old account

Carlusha — Wed, 23 Apr 2025 10:40:31 GMT

I may be old with some memory problems but I am almost certain the problem here pops up regularly as people leave and return somke time later. If my memory is correct, very time this has been solved by the Moderation team. Previously, those with certain privileges can flag a post for Moderator action - if this isn't the case, then apologies.

Re: Help needed in removing an old account

gg30340 — Wed, 23 Apr 2025 13:48:54 GMT

@Carlusha

You were correct, prior to the EE/BT merger which resulted the "old" moderators being moved. Now there are "new" moderators who have taken over however the "new" moderators DO NOT have access to customers accounts and as such they can not resolve this problem.