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Re: delete account from My BT

sampai — Sun, 12 Nov 2023 18:32:12 GMT

Hi David,

Could you, please, do the same for me?

I have 2 old accounts and it seems bt.com has a bug, where an online order (upgrade) assumes the first account in lexicographical order, which is almost always not the last one. Long story short I cannot upgrade online, once I move to checkout it renders “BT ID is not recognised”.

Alex

Re: delete account from My BT

DavidM — Mon, 13 Nov 2023 08:27:01 GMT

Hi @sampai and welcome to our community.

Thanks for posting. I can get the old accounts removed for you. Check your inbox for my message and drop me over a reply with the details.

Cheers

David

Re: delete account from My BT

JohnC2 — Tue, 14 Nov 2023 16:26:48 GMT

Hi @sampai, thanks for taking the time to speak with me yesterday. I can see you've set up the BTID again now and that the old accounts are no longer linked to your BTID.

Cheers

John

Re: delete account from My BT

sampai — Tue, 14 Nov 2023 16:27:52 GMT

Hi John,

All good, many thanks!

Alex

Re: Delete account from My BT

RetiredOldDad — Sat, 01 Mar 2025 13:14:58 GMT

I have an active account and an inactive account attached to my BT ID.

On login the system defaults to the inactive one so an account details cannot be found error is shown, and try back later.

I'm not thrown out of My BT so moving to Your Details or Your Account I can see the active account number and billing but nothing else. Attempting to see Your Products or Your Halo defaults again to the inactive account / no details error

I can't upgrade, change Halo or migrate to EE

Over last month mutiple prolonged webchats with advisors, two recent more helpful ones via phone, often involving deleting or renaming BTID then setting up a new one with a new email, then original email then wait 24 hours all with no joy, inactive account is still there causing problems

As account holder for both can I not delete the one I dont want ?

Re: Delete account from My BT

imjolly — Sat, 01 Mar 2025 13:32:23 GMT

@RetiredOldDad

try contacting billing using message now and they should help

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

Re: Delete account from My BT

mm2 — Mon, 25 Aug 2025 14:34:28 GMT

Hi there, did you get this resolved? I have the same issue and have wasted hours with BT guides who can't get rid of the inactive account. On the verge of leaving BT after 25 years as a result.

Re: delete account from My BT

mm2 — Mon, 25 Aug 2025 14:41:51 GMT

Hi David, are you still able to help with this issue? I have the same problem with an inactive account to which the MyBT login defaults and I can't access any of my BT services. Hours online with guides who can't fix it, I was told my BT ID had been deleted and reinstated but the problem is still there. Grateful if you can help as I am on the verge of dumping BT after 25 years. Thanks if you can, Mary.

Re: delete account from My BT

imjolly — Mon, 25 Aug 2025 14:48:18 GMT

The mods have changed and they no longer have account access so you either phone CS 03301234150 or try billing message now

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

Re: delete account from My BT

mm2 — Mon, 25 Aug 2025 14:55:29 GMT

Thanks, have tried both already, several hours of exchanges, multiple repetition of issues, no resolution. I can see others have had this problem going back a couple of years now. I did get a BT guide to delete my BT ID and re-instate it on Saturday, didn't make any difference. The inactive account is still there. Seems my email is linked to that account. There is an instruction to create a BT ID via the email page, but I get the message 'that address is already registered'. I know! It's registered to my BT service account!