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BT ID - cancel account and reactivate new one

MidlandsButternut — Mon, 18 Aug 2025 09:49:22 GMT

Hi, I am trying to cancel an account which I no longer use as moved house and re-activate a new account. Just spoke to BT and they want to charge me a rather large sum of money for cancelling the old account still within contract. Explained that the new one is still with BT (the package is different ie full fibre etc) but told 'there is nothing we can do, you have to pay'. Is this the case please?

Re: BT ID - cancel account and reactivate new one

imjolly — Mon, 18 Aug 2025 10:29:53 GMT

if you are in fixed term contract and cancel then you have early termination charges to pay. why did you not just use the moving home BT facility and that way your existing contract would have continued at your new address and keep your BT connection. If subsequently you want to upgrade to FTTP then that would not be a problem and no ETC to pay

Re: BT ID - cancel account and reactivate new one

licquorice — Mon, 18 Aug 2025 14:06:56 GMT

You have 2 completely separate contracts, there is nothing to link them if you didn't use the home move. BT have no idea whether you have moved or simply wanted service at another address additionally.

Re: BT ID - cancel account and reactivate new one

MidlandsButternut — Fri, 12 Sep 2025 09:05:32 GMT

Thank you for your previous reply, I called BT today to cancel the one at my old address and activate the one at the new address . They are now saying that I have to pay for my emails to be transferred over although this is not what I have been told previously. Do you know who the correct department or contact number is who can help and not try to sell me packages please?

Re: BT ID - cancel account and reactivate new one

shakey1981 — Fri, 12 Sep 2025 11:00:10 GMT

delete

Re: BT ID - cancel account and reactivate new one

shakey1981 — Fri, 12 Sep 2025 11:12:02 GMT

if your moving house and are happy with service and dont want to leave or get an early termination charge always move the service

in bt eyes you canceled the service within contract and didint say you wanted to move then they dont know your a existing customer under a new account

if they cant reinstate the privious account and cancel the new one and move it then your stuck with a fee

if you dont want customer service selling you thing order what you want online

charge for moving email is possible correct new customer wanting old email account moved over they likely allowed to charge for the reasons above

Re: BT ID - cancel account and reactivate new one

licquorice — Fri, 12 Sep 2025 11:11:51 GMT

@MidlandsButternut There is no charge for ' transferring emails over' , whatever that means.

Re: BT ID - cancel account and reactivate new one

shakey1981 — Fri, 12 Sep 2025 11:13:59 GMT

there are 2 diffrent accounts @licquorice

Re: BT ID - cancel account and reactivate new one

licquorice — Fri, 12 Sep 2025 11:16:20 GMT

I know what the situation is, read my first reply in the thread.

BT don't charge for moving email, whatever that is supposed to mean.

Re: BT ID - cancel account and reactivate new one

shakey1981 — Fri, 12 Sep 2025 11:23:58 GMT

they confusing it with early termination fee then

Re: BT ID - cancel account and reactivate new one

licquorice — Fri, 12 Sep 2025 11:25:16 GMT

Quite probably

Re: BT ID - cancel account and reactivate new one

gg30340 — Sat, 13 Sep 2025 06:29:15 GMT

It is free to have your email accounts moved to a different BT Broadband account

You should be able to do it your self but you may have to contact BT because your new BT account won't have the option to have an email account and this needs to be activated by BT.

https://www.bt.com/help/email/fix-a-problem/problems-with-email/can-i-move-my-bt-email-address-to-another-account-