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Removal of details of deceased person from BT records including closure of email address

MenOfSussex — Sun, 22 Jun 2025 15:57:04 GMT

My Father moved into a care home in July last year. I closed his home account for landline and internet at the end of October last year although he retained his basic BT email account. My Father passed away in late November. I have since then contacted the BT bereavement line thrice to try and get his details removed from the BT database plus his email account closed. The last time I contacted them some 6 weeks ago I was told his details would be removed and his email account deleted. Neither action has been done as I can still access his account online. Anyone advise how I can sort this matter once and for all?

Re: Removal of details of deceased person from BT records including closure of email address

gg30340 — Sun, 22 Jun 2025 17:43:06 GMT

You will need to keep contacting BT until it is deleted or if you prefer you could raise a complaint with BT and hopefully that would jog them into action.

For information, if you do not access the email account it will automatically be deleted after 150 days. If howver you access it at any point during that time it will be reactivated and you would start the 150 day process again.

See link

https://www.bt.com/help/email/why-has-my-bt-email-address-been-suspended-or-deleted-

Re: Removal of details of deceased person from BT records including closure of email address

MenOfSussex — Mon, 23 Jun 2025 07:49:45 GMT

Many thanks for this info.

Re: Removal of details of deceased person from BT records including closure of email address

Katie_J — Mon, 23 Jun 2025 09:15:44 GMT

Good morning @MenOfSussex.

I am very sorry to hear of your loss.

When you have a moment please check your community inbox, I would love to see if I can help further with getting your fathers account closed.

Katie