This topic

Account closure emails.. no explanation

dbrewster — Tue, 25 Aug 2026 09:20:18 GMT

So, I have an account - Broadband and TV with EE (account no ending in 870) - last week I cancelled NOW TV - through the Now TV website, as I took this out separately to my EE TV package. Suddenly I get a letter in the post, and emails to my old BT address - that I am closing my account and cancelling services "EE TV App Extra (what??), Sport Channels, Large screen (what??)" and "When you stop your broadband you'll need to return your equipment" for account ending in 811!

I could just about understand it if these messages were phishing/spam as they have gone straight into the Spam folder, so I only discovered them after the letter arrived in the post... but a letter through the post, claiming I'm cancelling "Entertainment" at £9.99 a month.. With the same account number on it!! If only there was some explanation in any of these correspondences. "You cancelled on the phone.." "online" ..."we're cancelling your dead account we created by mistake..." etc. Anything would help! but there's nothing of any use on any of them.

And also, I guess my question is, are these emails spam? They're from btcomms@info.bt.com - if I view the header I see

from btprdrgi033.btinternet.com ([10.248.67.91])
by btprdfep057.mx.internal with ESMTP
id <20260811050428.WLEN3530.btprdfep057.mx.internal@btprdrgi033.btinternet.com>

...or is this yet another utter **bleep**-up by BT/EE??

No, I'm not prepared to spend any more hours of my life on the phone to these people!

Re: Account closure emails.. no explanation

garybs29 — Tue, 25 Aug 2026 09:09:24 GMT

You'll need to call & discuss

Re: Account closure emails.. no explanation

dbrewster — Tue, 25 Aug 2026 09:23:18 GMT

I have called about the letter, am awaiting a response - I only saw the emails today. And as I say, I am not prepared to phone anymore. So much time on the phone explaining stuff, reps umming and ahing and offering nothing AND listening to that irritating fade in and out hold music. It's badly effecting my mental health. I literally can't phone them anymore.

Re: Account closure emails.. no explanation

imjolly — Tue, 25 Aug 2026 09:42:49 GMT

the forum mods do not have account access so you will need to phone CS 03301234150 to make any progress

Re: Account closure emails.. no explanation

dbrewster — Tue, 25 Aug 2026 09:51:26 GMT

Nah, I really just wondered if anyone recognised the nonsense in the emails as genuine. I've since checked and they are genuine emails from BT. Which indicates to me further errors on the admin side of things. I'll await a response to my call about the letter and see what else is going wrong.