Getting emails belonging to another customer

double-accounter — Thu, 18 Jun 2026 20:31:21 GMT

Hi,

What's the best way to contact a BT rep directly these days? I am struggling to get through to someone via the "online chat" function.

I have started getting emails belonging to another customer, regarding their orders etc. and was wanting to get it cleared up and it's getting confusing. It looks like they might have registered with BT using the same email address as me, but without dots, eg:

I am "firstname.lastname@example.com" (the address contains dots)

and they are "firstnamelastname@example.com" (the address contains no dots)

Most of the emails that come through have key info obfuscated (only shows last few digits of account number) so there's probably not a PII / data privacy concern, but recent order emails have slipped through the other customer's first initial / surname / full delivery address / full account number... Not sure I'd be hugely happy if someone else was getting my similar details (assuming they aren't getting my emails too haha!).

It's looking like their account number starts NI.... and mine in GB.... which correlates with their address being in Northern Ireland, and mine in Scotland. Maybe the two regional systems don't cross reference with each other.

Eddie

Re: Getting emails belonging to another customer

Katie_B — Fri, 19 Jun 2026 08:18:41 GMT

Good morning @double-accounter.

Thank you so much for bringing this to our attention.

When you have a moment please check your community inbox.

Katie

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Getting emails belonging to another customer

Re: Getting emails belonging to another customer