This topic

Email Upgrade

BrianJH — Sat, 20 Dec 2025 17:09:37 GMT

Hello,

My btinternet.com email address has been removed from its original BT account and I am now being prompted to choose what to do with it.

I am not a BT broadband customer, but this email address is actively used and needs to be kept long-term.

When I select “Upgrade this email address”, the process does not work (it either loops or fails), so I am unable to upgrade it myself.

I understand this email needs to be converted to a paid standalone BT email account and that this sometimes requires manual re-linking by the BT ID / Email Accounts team.

Could a moderator please escalate this for manual re-attachment and upgrade, so the email does not drop to a basic account?

I can provide account details by private message if required.

Thank you for your help.

Re: Email Upgrade

licquorice — Sat, 20 Dec 2025 17:13:47 GMT

You need to call the BT Premium email Team on 0808 100 6778 - Monday to Friday 9am to 9pm, Saturday and Sunday 9am .

Re: Email Upgrade

Michael_D — Sun, 21 Dec 2025 09:05:01 GMT

Hi @BrianJH

Thanks for coming to the community.

We don't have access to your account to be able to escalate this for you, but if you contact the email guides as @licquorice mentioned, they will be able to help.

They are available until 6pm this evening.

Michael