This topic

Delete BT account

mm2 — Mon, 25 Aug 2025 13:23:23 GMT

Can anyone help please because this is driving me nuts! I've been a BT phone/broadband customer for 25 years, with the same btinternet.com email address, which is used as my BT ID to log into the BT website. I use a desktop computer with Windows 11 and Chrome, not a phone app.

For the last few days I've had recurring problems being locked out of either my BT email or My BT. I've spent hours on chat with various 'guides' who are unable to fix the problem.

It appears I have an 'inactive account' which was set up in the expectation that I would migrate to EE, which I didn't ask for and never wanted to do. The account remains open, but with no products. This is from the My BT page:

This morning I spent an hour online negotiating renewal of my broadband packaged, then got cut off. When I tried to log back in again, I got this:

Any attempt to access any account/service is met with an error message.

Nobody at BT is able to get rid of this inactive account, which seems to take precedence over my live BT account.

At present I am into my email, but if I try to access MyBT via the menu bar, I get 'access denied'.

If I try to log in via bt.com/mybt I get this:

So right now I can't get into my BT account at all. There was a complaint opened on Friday by a 'guide' but I can't access the 'existing complaints' option to see it, I get told to log into MyBT, which of course doesn't work.

The 'guides' repeatedly suggest clearing the cache/cookies which I've done several times, makes no difference. Also tried using Edge as an alternative browser, which gives me a 'network issue' when I try to access 'existing complaints'

Any ideas as I can't face another lengthy conversation with BT that achieves nothing.

Re: Delete BT account

imjolly — Mon, 25 Aug 2025 13:41:12 GMT

try contacting billing using message now and see if the can help you

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

if that does not work or help then try emailing the customer resolutions team address here

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 14:21:48 GMT

Thanks, I've been online via messaging for several hours without a resolution. The email address isn't given on the website, many thanks for that. Except on trying to send an email, I am getting the 'we are experiencing problems with the service' window. Yes, I know. Does anything at BT work? Thanks for your response anyway.

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 14:27:01 GMT

Email did go through, immediately followed by a delivery failure message, 'bad destination mailbox address'. I guess that's why it's not on the website. Any other ideas how I can contact anyone who might be able to do something?

Re: Delete BT account

imjolly — Mon, 25 Aug 2025 14:51:30 GMT

The consumer resolution team email address is definitely shown on the link I posted. If using. Mobile then you need to change to desktop view or use pc or laptop

Re: Delete BT account

VeteranISPUser — Mon, 25 Aug 2025 14:55:18 GMT

Hi @mm2 Have you included any personal information in your images? If so, that will be the reason they are not being approved.

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 14:57:30 GMT

I did put some screenshots in to demonstrate the error messages. Thanks, I will review.

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 15:01:28 GMT

Deleted one screenshot with my live BT account number. Nothing identifiable on the others, just error messages. Bounced back with same 'bad destination mailbox address'.

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 15:02:33 GMT

Using webmail on desktop PC, as always. BT just don't want email comms.

Re: Delete BT account

imjolly — Mon, 25 Aug 2025 15:06:16 GMT

Your best option now is customer resolution team who will respond and help you with your problem. If you check forum many people are helped by customer resolutions but up to you and just keep going getting nowhere

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 15:07:34 GMT

Grovelling apologies. Been on this so long I have gone cross-eyed, mistyped 'consumer' as 'customer' in address. Very sorry. let's see if I get a response.

Re: Delete BT account

mm2 — Mon, 25 Aug 2025 15:09:36 GMT

Thank you, as you can see from above it was my error in sending the email. Plead exhaustion. Revised with corrected address and hasn't bounced back yet.

PIN not being received

mm2 — Wed, 27 Aug 2025 20:08:35 GMT

Me again ... ongoing login issues with bt.com. I have an open complaint on this which I can't progress because I can't log into MyBT. I have mailed twice to BT Consumer Relations, no response yet.

Today's latest is the BT Guides once again trying to reset my BT ID. They deleted my active ID and now it can't be re-instated because the PIN's they have repeatedly sent are not being received.

They have tried my cellphone, my btinternet.com email and two alternative emails, none of them are getting the PIN. Mail and WhatsApps are being received fine from other senders.

They said at 5 p.m. it was because too many PIN's had been sent, they were blocked now for fraud security, then they said there was no block at their end and tried sending another lot a couple of hours later. They asked me to use an alternative device so I fired up my laptop, same result, nothing.

Last message received at 19.48:

I have no idea whether the promised escalation has been put in place, and when/how I might hear from anyone.

Does anyone here have any idea what might be going on? They are driving me nuts.

Re: PIN not being received

imjolly — Wed, 27 Aug 2025 21:05:21 GMT

I hope you emailed the consumer resolution team not the consumer relations team

Re: PIN not being received

mm2 — Thu, 28 Aug 2025 05:24:13 GMT

When you're as tired as BT have made me, I'm surprised I didn't mail Santa Claus. Incidentally, in your original reply @imjolly you said to mail 'customer resolutions team'. Easily done 😊

Re: PIN not being received

Leanne_T — Fri, 29 Aug 2025 07:54:59 GMT

Morning @mm2

I'm sorry you are unable to remove the old BT account and receive the PIN that has been sent.

If you have an open complaint the team will get back to you once this has been looked into.

If you would like an update or to check the complaint is in progress, please get in touch with our technical support guides and they will get the account looked into for you.

I hope this is resolved soon for you.

Leanne.

Re: PIN not being received

mm2 — Fri, 29 Aug 2025 08:14:03 GMT

Hi Leanne, After another 2.5 hour fruitless webchat with a Tech Guide yesterday, jumping through the same old hoops, I did finally get a reply late afternoon to the emails I sent via the address @imjolly very kindly and patiently directed me to.

I've had several chat sessions with BT guides and multiple different replies about the existence or otherwise of the complaint, which was opened by a Guide as I couldn't log in to do it myself. However the email response does quote a complaint ref, so that's progress.

I still had the PIN communications failure yesterday, the BT guide got one through then all the rest failed. I have sent the email responder the unique identifiers requested as phone conversations will not be possible without PIN confirmation, he is away till Monday so I hope the case will be progressed then.

Thank you for following up.

Re: PIN not being received

Peter_W — Fri, 29 Aug 2025 09:45:53 GMT

Thanks for the update here @mm2.

I'm glad to hear this has been picked up by our complaints team now, and hopefully you'll see some updates once we're on the other side of the weekend.

Keep us posted on how things go 😊

Peter

Re: PIN not being received

mm2 — Fri, 10 Oct 2025 20:33:51 GMT

Well, after the intervention of the BT Executive Complaints team, for which I owe thanks to @imjolly for directing me to their well-concealed email address, my BT Services are finally up & running again.

It took the removal of an inactive EE account which I'd never asked for, and deletion and recreation of my BTID, both of which had to be done by BT as neither were possible at my end. Several hours of my time in frustrating, pointless chat preceded this, on one day alone back in August, the transcript shows I wasted nearly four hours achieving nothing, being made to go through the 'troubleshooting' steps repetitively even though they had proved pointless.

For this I have been offered the princely sum of £31.99 in 'compensation'. Unsurprisingly I have rejected this and will be making a case with the Ombudsman for a 'Time and Trouble' award.

I am grateful to those in the Community who responded to my posts and helped me get this far.

Re: PIN not being received

imjolly — Fri, 10 Oct 2025 21:14:01 GMT

@mm2

Great result your perseverance paid off eventually well done