This topic

Trying to link an email account.

Dode — Sun, 03 Aug 2025 08:35:23 GMT

Been trying to import an email address into a family members broadband account. It’s one I create for her many years ago on my account. A Friends and Family address. She’s never had an email account on her Broadband account and it’s not possible to create one any more. I de-linked it from my account, the only option was Remove and it’s gone now from my account, not deleted though. There was no other option but Remove, no option to Gift. She received an email from BT giving her three options, Basic, Premium or to link it to her Broadband account but when I try to link it I get the error ”something has gone wrong, it’s not you, it’s with us” as soon as I click the import link. Can’t get past the import link. Tried going through the motions on my account and I get the same error. Tried it with a Mac, iPad, iPhone and Android. Also with Safari, Chrome and Firefox, same error.

Of course if I can’t get past the link most of the above is irrelevant.

Any ideas before I brave CS ?

Re: Trying to link an email account.

gg30340 — Sun, 03 Aug 2025 09:05:16 GMT

Did you follow this link

https://www.bt.com/help/email/manage-email-account/account-set-up/how-do-i-create-and-activate-a-new-bt-email-address-

If the BT Broadband account you are trying to link to has never had a BTMail account you may not be able to link to it and the broadband account may not be able to have a BTMail account.

In October 2022 BT stoped BTMail to new broadband account holders and broadband accounts that never set up an email account prior to that date.

Re: Trying to link an email account.

Dode — Sun, 03 Aug 2025 11:36:19 GMT

Thanks for the reply. No I didn't follow that link because it didn't really apply. The only option against the address was Remove, nothing else. I took this to mean De-link from my account, which is what has happened.

I followed this one which seemed more relevant

https://www.bt.com/help/email/fix-a-problem/problems-with-email/can-i-move-my-bt-email-address-to-another-account-

If CS can't help with importing it then, in theory, I should be able to import it back into my account and be back to square one and keep her standard email, but not if the link doesn't work. That's the stumbling block at the moment

Re: Trying to link an email account.

gg30340 — Sun, 03 Aug 2025 12:09:42 GMT

It is the receiving broadband account that starts the process. Not the giving broadband account.

Did you initiate the move on the BT Broadband account that you wanted to move the email account to?

EDIT:

As a test I have just tried to import an email account into my BT Broadband and it came up with the same error "Sorry something has gone wrong. It's not you, It's with us".

I think you will need to contact BT 0330.1234.150 and ask for the email team to see if they can resolve the problem.

Re: Trying to link an email account.

Dode — Sun, 03 Aug 2025 12:14:59 GMT

Thanks for the reply. I De-linked it from my account first but if as you say it's the receiving account that initiates the move then I should be able to receive it back in to my account and I can't get past the link. Until that link is fixed I can do nothing, other than phone CS 😩

Re: Trying to link an email account.

gg30340 — Sun, 03 Aug 2025 12:36:37 GMT

When you unlinked the email account an email should have been sent to that email address informing the "owner" of the unlinking.

Did that happen?

In effect when you unlink an email account you are in fact "deleting" the account. If that is the case it should show in your MyBT in the email section as a "Deleted" email address.

If you check and it is showing there you can reinstate the email account and that should place it back into your list of email addresses.

EDIT: If you have previously "gifted " the email account to the person and if that is the case above may be showing in the other person's MyBT email section and not yours.

Re: Trying to link an email account.

Dode — Sun, 03 Aug 2025 12:47:29 GMT

Thanks again. From my first post "She received an email from BT giving her three options, Basic, Premium or to link it to her Broadband account" it also said it would be downgraded to basic by the end of September if she did nothing so it's not deleted. It is gone from my account and doesn't show up on hers. I have no recollection of ever gifting it to her although we are going back over about 25 years, when digital life was a bit different.

Re: Trying to link an email account.

gg30340 — Sun, 03 Aug 2025 13:00:33 GMT

As you have no doubt found the whole BTMail processes are in my opinion unnecessarily complicated and without being able to get hands on both the email accounts and MyBT's, which obviously is not going to happen, I can think of nothing further to assist or than you are going to have to call BT.

Re: Trying to link an email account.

Dode — Sun, 03 Aug 2025 13:05:40 GMT

Thanks again, I can see no other way round it than CS. 😩

Re: Trying to link an email account.

Dode — Sat, 09 Aug 2025 12:07:25 GMT

A big thank you to Luke at CS who was very polite and friendly and had this resolved in 24 hours.

Many thanks again to all involved.

Re: Trying to link an email account.

sam63 — Sat, 23 Aug 2025 09:25:34 GMT

Well lucky you. I've had exactly the same issue. Spent ages talking to what appeared to be a very helpful lady who said the accidently un-linked accunt would be available to re-link in 2-3 days but 6 days later still the same 'sorry...' message! This must surely be a BT system fault if it is happening to others so why can't they sort it. Problem all started for me when we found our POP3 option was turned off on 11 August by BT so all emails then came in source code. It was while trying to sort this that I accidently un-linked my wife's email address. Would consider switching to a different provider but too much hassle.

Re: Trying to link an email account.

gg30340 — Sat, 23 Aug 2025 09:36:04 GMT

@sam63

It wasn't luck that resolved this it was the OP contacting the BT Email that got the problem resolved. Perhaps if you do the same you might get a similar result.

Re: Trying to link an email account.

Dode — Sat, 23 Aug 2025 12:18:48 GMT

@sam63 The link on the My BT page does not work. There is no other way to re-link the email address. You'll need to contact CS and ask them to do it.

Re: Trying to link an email account.

sam63 — Tue, 09 Sep 2025 14:39:52 GMT

Interesting, I have had a similar issue which has now been going on for 4 weeks, incidentally all started when BT terminated my POP3 emails and started sending everything in IMAP. In trying to resolve the problem I inadvertently deleted or unlinked my wwife's email account from my master account. I've spoken 3 times with BT technical support who all say 'we understand the problem and it will be put back into your account by BT within 3 days'. Well I'm still waiting and I really do not have the time for yet another 45-60 minute call to BT. I simply cannot understand why it hasn't been done by now.

Re: Trying to link an email account.

licquorice — Tue, 09 Sep 2025 15:07:22 GMT

BT did no such thing, the choice of IMAP or POP3 is made by the client configuration, not by the server.