This topic

Trying to cancel bt email

Amandat1 — Sat, 22 Apr 2023 11:26:15 GMT

I have been trying and failing to cancel my bt email account.

The difficulty i have is that when you call the number to cancel they request your landline and i do not have a landline or any other products with bt.

Please advise

Re: Trying to cancel bt email

licquorice — Sat, 22 Apr 2023 11:30:48 GMT

Don't do anything, your address will be ceased eventually

Don't access it or it will keep it alive.

Re: Trying to cancel bt email

Amandat1 — Sat, 22 Apr 2023 12:17:10 GMT

Thanks for your reply. However I believe it is a premium email which I pay monthly for . I cancelled my direct debit and have now received a debt recovery letter. As original post they gave me a number to call but I don’t have a landline. And so it continues!

Re: Trying to cancel bt email

licquorice — Sat, 22 Apr 2023 13:27:58 GMT

You didn't mention it was premium mail.

Give the premium mail team a call

0808 100 6778

Re: Trying to cancel bt email

Jeremy69a — Sat, 22 Apr 2023 14:26:07 GMT

Why do you need a landline to call them. a mobile will work just as well.

Re: Trying to cancel bt email

gg30340 — Sat, 22 Apr 2023 15:25:40 GMT

@Amandat1 wrote:

Thanks for your reply. However I believe it is a premium email which I pay monthly for . I cancelled my direct debit and have now received a debt recovery letter. As original post they gave me a number to call but I don’t have a landline. And so it continues!

Cancelling a Direct Debit does not cancel your contract with BT Premium email, all it does, as you have now found out is to cancel your payment method and it puts you into debt with an unpaid bill for your contracted service.

You will need to call the BT Premium email team on 0808.100.6778 and cancel the account with them and you could also try to negotiate not have to pay the debt however if you have accessed the email account at any point up to the date that the BT Premium email team do cancel it you will be liable for payment for that month.

As has been pointed out, you do not need a landline to call that number. A mobile phone will work as will using a call box or a friends phone.

Re: Trying to cancel bt email

Amandat1 — Sat, 22 Apr 2023 18:14:16 GMT

When you call the number provided there is a recorded message stating please recite the landline number you are calling about, I don’t have a landline number in my name and haven’t for many years

Re: Trying to cancel bt email

Amandat1 — Sat, 22 Apr 2023 18:15:29 GMT

Thanks for this your response is much appreciated

Re: Trying to cancel bt email

licquorice — Sat, 22 Apr 2023 18:48:15 GMT

BT really are living in the dark ages trying to associate everything to a phone number that many people no longer have.

Re: Trying to cancel bt email

iniltous — Sat, 22 Apr 2023 18:53:16 GMT

Given that those consumers that pay separately for premium email are not likely to be BT customers ( as Email for the majority of BT broadband customers is included for free ) and that entering a BT phone number is requested so your account information is already retrieved and presented automatically as your call is answered by the representative, then at best they would be entering a non BT number and it would be of no use in your retrieving records.

Try and enter anything or hold on until you are put you through, most systems do this if no input is made , are you definitely calling the correct number and not the general BT customer service number as it’s seems ludicrous to ask non BT customers to enter a phone number

Re: Trying to cancel bt email

licquorice — Sat, 22 Apr 2023 19:07:59 GMT

Exactly, BT really do need to completely overhaul their archaic systems.

Re: Trying to cancel bt email

gg30340 — Sat, 22 Apr 2023 20:55:00 GMT

@Amandat1 wrote:

When you call the number provided there is a recorded message stating please recite the landline number you are calling about, I don’t have a landline number in my name and haven’t for many years

It may be because you have called them out side the opening hours Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm.

Try calling again within the opening hours and it might be answered by a human.