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Old BT ID overriding new details

Herself — Thu, 11 Dec 2025 06:23:05 GMT

Hi,

I’ve just recently set up a new account for broadband for my new house.
however when I try and access my BT ID it only brings up details of an old BT account which has been closed down for almost four years.

I can’t figure out how to access the more up to date information.

can anyone help?

Re: Old BT ID overriding new details

gg30340 — Thu, 11 Dec 2025 07:52:17 GMT

You will need to call BT Billing 0330.1234.150 who should be able to remove the old account.

Re: Old BT ID overriding new details

imjolly — Thu, 11 Dec 2025 10:14:11 GMT

@Herself

you could also try message now with billing who should be able to help

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