This topic

Email address

lindy0212 — Mon, 02 Feb 2026 13:28:42 GMT

I have had a btinternet.com email address for as long as I can remember. My mum passed away recently but she had lived in a property for which the bt service was in my name. Today I had to cancel her phone & broadband service. As soon as I came off the call, access to my btinternet mail and email address has been lost. Should it happen this quickly? All my mum’s accounts and all dealings with undertakers etc have been sent to my bt email address and now I can’t access any of it. I’m already stressed enough at the moment and now I really don’t know what to do. Any suggestions please?

Re: Email address

gg30340 — Mon, 02 Feb 2026 14:10:04 GMT

The email accounts will have been downgraded to BTMail Basic which can not be used on an email client or email app. You should still be able to access the email accounts using a web browser.

Re: Email address

lindy0212 — Mon, 02 Feb 2026 14:21:56 GMT

Thank you. I’m using my trusty old iPhone8 and unfortunately I can’t access my mail this way either. If I upgraded from BT Basic would it return to the way it was before until I get everything sorted?

Re: Email address

gg30340 — Mon, 02 Feb 2026 14:40:40 GMT

Was the BT Broadband account that was at your mum's fully in your name as the account holder, not just that you paid the bills?

Was your email address set up from that BT Broadband account?

Do you have access to the MyBT in relation to the broadband account?

Have you checked by logging onto your MyBT using your BTID then going to My Products, to see if the Email, Manage section is still there and if it is can you click on it and see if your email account is there?

Have you tried logging onto your email account using a web browser and not the email app on your phone?

Are you able to check if you can log onto the email account using a web browser on a computer or laptop?

If your email account is a BTBasic account then yes if you pay £7.50 per month you would be able to use it with an email app.

See link.

BT Email products | Email Help | | BT Help

but I would suggest before doing that you make sure you can access the email account now to establish if it is still available to be accessed even as a BT Basic email account and if not why not.

Re: Email address

lindy0212 — Mon, 02 Feb 2026 14:51:52 GMT

Yes, the account was fully set up in my name and it was this account that the btinternet email address was set up from.

Yes I can get into My BT but there is no mention of email under my products.

Unfortunately I don’t have a PC or laptop to check on. If I type bt mail into google I can log in that way but it’s very disjointed, most of the mail won’t open and it’s unable to forward messages.

Re: Email address

gg30340 — Mon, 02 Feb 2026 14:59:53 GMT

It would appear that your email account is now a BTMail Basic account which can only be used with a web browser and you can not use forwarding.

If you want to upgrade to a BT Premium email account so that you can use it in the same way as you used to the details how to do that are in the link I posted in my last message.

If you have your own BT Broadband package you could link your email account to that for free and it will continue to work as it used to.

Re: Email address

Leanne_T — Mon, 02 Feb 2026 15:06:33 GMT

Hi @lindy0212

I'm really sorry to hear your Mum has passed away, and I would like to see if we can help you with the email account. To do this, I've sent you a private message to get some extra details.

Leanne.

Re: Email address

lindy0212 — Mon, 02 Feb 2026 15:26:08 GMT

Thank you so much for your helpful replies. As much as I don’t want to pay £7.50 for the privilege of using my own email address, I’ve set this up for now as I don’t want to miss any emails regarding my mum. When things are more sorted here I will look at changing this. Thanks again 🙂

Re: Email address

chrisjp — Mon, 02 Feb 2026 17:16:35 GMT

If you no longer have an account with BT, it's not actually unreasonable for them not to allow continual access to your BT email for free. So BT downgrading ex-customers to the basic service, and allowing them to upgrade to the full service for £7.50 is, in my view, quite reasonable.
Presumably you will be setting up your own broadband service soon and, if that is with BT, you can get your existing email address linked to it, so you'll get the full service without the £7.50/month payment

Re: Email address

gg30340 — Mon, 02 Feb 2026 17:20:17 GMT

@lindy0212

See my message 6 regarding if you have your own BT Broadband package.