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Cannot manage BT Premium account

mjoubert — Sun, 16 Mar 2025 12:12:46 GMT

I moved to another provider for fibre internet (BT doesn't provide fibre in my area) so stopped by BT broadband account but kept my email via signing onto the BT premium email.

So now i have 2 accounts linked to my BT id, the old one marked as inactive and the new one i can ONLY see in my settings.

I would like like to manage my BT premium email (add a new email) but are unable to do so since every time i go to any products/manage page only the old inactive account's details are shown.

How can i remove me old account so i can just manage my new BT premium email, or is there a different BT premium mail management that is hidden somewhere ?

Re: Cannot manage BT Premium account

imjolly — Sun, 16 Mar 2025 13:13:17 GMT

you can call the BT Premium email team on 0808 100 6778 - Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm and they should be able to help

Re: Cannot manage BT Premium account

gg30340 — Sun, 16 Mar 2025 13:13:40 GMT

There is nothing different about BT Premium email from the Standard BTMail account that you had when you were a BT Broadband customer other than you are paying £7.50 per month for it.

You should be able to see and manage all your BT Premium email accounts as well as setting up new ones in your MyBT in the same way as you did previously.

If you can not do that you will need to call the BT Premium email Team on 0808 100 6778 - Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm.

Re: Cannot manage BT Premium account

mjoubert — Sun, 16 Mar 2025 13:29:08 GMT

You should be able to see and manage all your BT Premium email accounts as well as setting up new ones in your MyBT in the same way as you did previously.

And that is exactly my problem. Only my old disabled account is available when in the MyBT manage product pages.

The account pull down option is only visible in my settings not when I actually want to manage or change anything.

Re: Cannot manage BT Premium account

gg30340 — Sun, 16 Mar 2025 15:22:03 GMT

@mjoubert wrote:

You should be able to see and manage all your BT Premium email accounts as well as setting up new ones in your MyBT in the same way as you did previously.

And that is exactly my problem. Only my old disabled account is available when in the MyBT manage product pages.

The account pull down option is only visible in my settings not when I actually want to manage or change anything.

And that is exactly why I said "If you can not do that you will need to call the BT Premium email Team on 0808 100 6778 - Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm".

Re: Cannot manage BT Premium account

mjoubert — Tue, 18 Mar 2025 14:29:26 GMT

Thanks for all the responses.

I couldn't get through to someone at BT via the support numbers but i manage to figure out how to do it.

If i logged into my email (not MyBT) and then go to my email->account settings then i managed to get to a url https://www.bt.com/static/includes/account/email/account-information.html

On here i can then select the second option, and from there the option was available to change the BT account's email i want to change .

Re: Cannot manage BT Premium account

Leanne_T — Tue, 18 Mar 2025 17:08:05 GMT

Thanks for sharing @mjoubert

Glad this is now sorted for you 🙂

Leanne.