MyBT account now isn’t recognised

Julu196 — Thu, 31 Jul 2025 14:25:43 GMT

In March BT suggested we had an EE smart 4g hub to get a better speed. First we were sent a dongle. Contacted BT who said they would send package for incorrect item and will despatch the smart hub. The dongle is still here waiting for the returns packaging. We have noticed EE are taking a lot more from our account than agreed.
we went onto MYBT account and found that it no longer exists! All old BT bills and info, no longer exist. We have never received any contract info from EE and BT have wiped our account! After over an hour communicating with EE we are no further.

Does this saga sound familiar to anybody else? If it does sound familiar how might you have resolved it?

Re: MyBT account now isn’t recognised

Michael_D — Sat, 02 Aug 2025 07:32:32 GMT

Hi @Julu196

Welcome to the community.

It certainly sounds like you have been moved over to EE, as this would close the BT account.

Were there any discussions at the time to say you were being moved to EE?

When you spoke to EE, were they able to locate an account for your broadband, but not the 4G hub?

Michael

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MyBT account now isn’t recognised

Re: MyBT account now isn’t recognised