This topic

Delete old GBXXXXXXXX account

rafkid — Mon, 02 Mar 2026 16:05:29 GMT

I have an old BT GBXXXXXXX account ID. It is constantly in the way and on some pages on the site I cannot move away from it to my new GBXXXXXX ID account to look at a Bill for instance. I cannot find anywhere to delete it for myself and the customer services team were unable to help me delete. Does anyone know how to delete this old unused account?

Re: Delete old GBXXXXXXXX account

imjolly — Mon, 02 Mar 2026 16:09:10 GMT

Try contacting billing using message now and they should help

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

Re: Delete old GBXXXXXXXX account

rafkid — Mon, 02 Mar 2026 16:20:39 GMT

thanks for the fast response - just going through the interminable twenty questions right now - fingers crossed 🙂

Re: Delete old GBXXXXXXXX account

rafkid — Tue, 03 Mar 2026 02:30:32 GMT

I was on the call with the BT agent for 90 minutes and eventually had to leave the call to attend an appointment. With more or less no resolution. The old account is still there I think, and I cannot access the new account. So I still have no access to a BT online account. I spoke with a Karen, and Haimati and with Sweta. Sweta was keen to both leave the call and to raise a complaint. all a bit disappointing. Interestingly none of the three people was prepared to take ownership of my issue and own it until it was resolved on my behalf. All this from a hangover old ID account that should not even be there as I closed the business relating to that ID years ago, possibly as many as eight years. I do not know where to go from here.

Re: Delete old GBXXXXXXXX account

Linzi_H — Tue, 03 Mar 2026 08:57:06 GMT

Hi @rafkid

I'm sorry to hear that you're no further forward with this following a call to our team. I would also suggest raising a complaint at this stage and requesting that it be escalated to a manager. They'll be able to review everything that's happened so far and work on getting a resolution in place. Please call us when you have some free time to discuss this.

Linzi

Re: Delete old GBXXXXXXXX account

imjolly — Tue, 03 Mar 2026 10:01:25 GMT

@rafkid

was your old account a business account not a residential account which may be the cause of the problem

Re: Delete old GBXXXXXXXX account

rafkid — Tue, 03 Mar 2026 11:20:54 GMT

Possibly - I did have a business about then. Thanks for your time btw. I really appreciate you responding initially and now. Even if it is an old business account I wonder what any of this has to do with little old me trying to onboard myself? I understand it is more information to have an agent check, however why should it be necessary for me, a new customer to have to deal with any of this? The old GBXXXXXX account should have been deleted long ago and as it was not, all that I should have been required to say is please delete this old account, put the phone down and have it dealt with in the back ground.
Remarkably after trying the account several times this morning it worked. I had to change my password, but it now works. My personal details are my old address and the account details are my new address. It will not let me change my personal details to my new address in spite of allowing me to fill in all the fields.
So I gave changing my address one more go - in the search area after inputting my postcode there are two possible answers against all the dwellings in my small street, one with the village name in the address and one without, for the first time I chose the option of the address without my village name, and it worked. Why are there two options for customers one of which will always fail the attempt at updating your address? Another fifteen minutes of my life I cannot recover. So after all the kerfuffle I can access the correct account, and my personal and account details are in sync and correct. Thanks for listening and helping.