This topic

EE emails

brian1974 — Tue, 06 Aug 2024 15:46:28 GMT

Since moving to EE I can no longer manage my emails under My BT. If I click on manage emaiIs I get a message that says I am not the registered billingaccount holder. I rang the help desk and was told I would have to install Outlook Express and add all the emails individually. I feel this is a backward step, does anyone know how I can manage email accounts under My BT. Thanks in advance for all help received.

Re: EE emails

licquorice — Tue, 06 Aug 2024 16:09:21 GMT

Unbelievable, the BT guides totally excelled themselves this time.

Outlook Express was discontinued many years ago and was a mail client which has absolutely nothing to do with managing your email but was used to collect email.

What is it you actually want to do with managing your emails?

Other than gifting or deleting addresses there is very little else you can do.

Re: EE emails

brian1974 — Tue, 06 Aug 2024 16:19:40 GMT

Hello thanks for reply. The advisor said Microsoft Outlook, not express, my mistake I'm afraid. What I want to do is to delete some old email addresses and start new ones. I used to be able to do this with My BT but not now. Thanks for your help. Brian.

Re: EE emails

licquorice — Tue, 06 Aug 2024 16:52:08 GMT

No mail client would allow you to do that, no idea why the guide suggested that!!

It is no longer possible to create new BT email addresses and if you stop using the ones you want to cease, they will get deleted after 90 days of unuse.

Re: EE emails

brian1974 — Tue, 06 Aug 2024 17:05:04 GMT

Thanks for your help liquorice, I hope BT reverses that decision. it seems a backward step. I pay £10 less moving to EE, but have lost out on the email service. Thanks for your reply. Brian.

Re: EE emails

gg30340 — Tue, 06 Aug 2024 18:37:15 GMT

The Customer Service advisor obviously needs a lot more training.

You manage your email account through your MyBT and you can still set up new email addresses as long as you have not exceeded your total of eleven.

See this link posted by a moderator of the forum.

What happens to my BT Email and BT Cloud if I move... - BT Community

Re: EE emails

JohnC2 — Tue, 06 Aug 2024 19:31:46 GMT

Hi @brian1974, sorry you received poor guidance when you called for help with your email account.
If you need further assistance please use the 'Message now' option on this page Fix email | BT Help for the broadband technical helpdesk and they'll be able to advise you correctly.

Cheers

John

Re: EE emails

licquorice — Tue, 06 Aug 2024 19:35:55 GMT

I didn't think any new addresses could be created including adding secondary addresses to an existing account. Is that not the case?

Re: EE emails

gg30340 — Tue, 06 Aug 2024 20:24:59 GMT

As far as I can recall

Since 26th October 2022 new customers do not get any BTMail email accounts.

Customers prior to 26th October 2022, if they have not already set up any BTMail email addresses they can not set up any now but if you already have at least one email account you can set up others to the maximum of eleven.

If you already have a BTMail email accounts and you leave BT Broadband your email accounts get downgraded to BTMail Basic. If you later return to BT your existing BTMail accounts can be upgraded to standard accounts but you can not set up any new ones.

Re: EE emails

licquorice — Tue, 06 Aug 2024 20:29:19 GMT

No wonder I'm confused, thanks for the clarification

Re: EE emails

gg30340 — Tue, 06 Aug 2024 20:30:09 GMT

I found the following posted by a moderator:-

BT Email

From 26 October BT Email will no longer be offered to customers who take BT Broadband packages. For customers who have not already set up the service, the option to do so will no longer exist in MyBT. Existing BT Broadband customers who already have a BT Email service activated, can continue to use it as they do today including the ability to create additional email addresses up to the 11 permitted

As yet I could not find the bit about returning customers but I will keep looking.

Re: EE emails

gg30340 — Tue, 06 Aug 2024 20:38:27 GMT

Found this:

If I get broadband from BT, can I link my existing BT email address to my new broadband account?

Yes, you'll be able to link it to your new broadband account. You can only do this once your broadband has been set up and activated.

We'll send you confirmation of your broadband activation, and once you get this you can follow the advice to Move an email address (mailbox).

If you're moving a Basic email address, we'll automatically upgrade your email to Standard.

If you're moving a Premium email address to your broadband account we’ll automatically close the Premium account when the last email address is moved.

Can I move my BT Email address to another account? | BT Help

Re: EE emails

brian1974 — Wed, 07 Aug 2024 10:54:44 GMT

Thank you everybody for your contributions. this morning I phoned up BT, I was passed up the chain till I eventually got to speak to a manager. I was informed that my problem in not being able to manage my email accounts was down to a software conflict between the EE software and BT's. It is a know problem that affect a small proportion of customers, the engineers are working on it. So it's a matter of waiting. I feel I have ascended up the chain of command as far as possible, the next step would be the software engineers. It is a matter of waiting now.

But just a big thank you for all the contributions of advice, it's very much appreciated.

Thank you. Brian.

Re: EE emails

brijanhub — Tue, 12 Aug 2025 16:16:09 GMT

If you open My BT on the right hand end at the top you will see email, that will take you to the BT web where you can see all your emails

Re: EE emails

gg30340 — Tue, 12 Aug 2025 16:30:40 GMT

@brijanhub

You are replying to a thread that is a year old so hopefully the OP has managed to resolve the issue by now.