This topic

Email issue and changing details

Dart3 — Wed, 04 Mar 2026 20:58:43 GMT

I changed email address around 6 months ago. This shows correctly on the account. However the last 2 emails you've sent (within the last 3 weeks) have been sent to the old email address! The old email will be closed down entirely soon so this needs sorting out urgently please. I also need to edit the alternative email address and alternative telephone number on the account (as I have a POA). A pop up appears offering to edit this each time I login, but it is impossible to change because pressing the edit button switches to a new page for a split second then exits. I can see this latter issue has been raised before but there is no solution published.

Re: Email issue and changing details

imjolly — Wed, 04 Mar 2026 22:44:54 GMT

This is a customer help customer forum and your post does not go to BT

Try contacting billing using message now https://www.bt.com/help/contact-bt/account-and-billing/broadband. Or phone CS 03301234150 for help

Re: Email issue and changing details

Dart3 — Thu, 05 Mar 2026 10:19:47 GMT

Yes I'll try that thanks, although I see that BT appear to have got involved in some queries on here in the past.

Re: Email issue and changing details

Debbie_G — Thu, 05 Mar 2026 14:55:03 GMT

Hi @Dart3.

Welcome to the community.

I'm sorry to hear emails are still going to your old address and that you're unable to update your alternative contact details. We aren’t able to access customer accounts here on the community, so you’re doing the right thing by getting in touch with our customer support team. They’ll be able to look into what’s causing this and update the details for you.

Debbie

Re: Email issue and changing details

Dart3 — Mon, 09 Mar 2026 14:19:42 GMT

Well I have eventually got this sorted I hope. (I'm taking the word of the person on chat) After 4 attempts I have been told today that changing an email through myBT does not automatically change the system which sends out emails ! ! Madness...