This topic

Account keeps switching to inactive account on certain pages

SamKennedy — Thu, 11 Sep 2025 08:19:40 GMT

I have an old inactive account and my currently active account. Logging in I will by default be put on my inactive account for some reason. After switching to my active account navigating between pages will switch me back to my inactive account. On these pages the account switcher does not work, it just opens a tiny box with nothing in it (see image)

Can my old account be removed so I can use the website please.

[Mod edit: rejected image as personal details shared]

Re: Account keeps switching to inactive account on certain pages

gg30340 — Wed, 10 Sep 2025 19:28:51 GMT

Call BT Billing 0330.1234.150 and they can remove the inactive account.

Re: Account keeps switching to inactive account on certain pages

SamKennedy — Fri, 24 Jul 2026 09:14:42 GMT

I call this number and it just asks me about my bill, nothing about accounts. How can I get ahold of a person or something that will let me just delete the inactive account?

Re: Account keeps switching to inactive account on certain pages

imjolly — Fri, 24 Jul 2026 09:23:31 GMT

try contacting the billing team using message now and they will help

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

Re: Account keeps switching to inactive account on certain pages

gg30340 — Fri, 24 Jul 2026 11:11:24 GMT

Just go through the billing route, the bill is part of your account.