This topic

Cant create additional email addresse

El-Gringo — Sun, 26 Jul 2026 10:50:22 GMT

Migrated from BT to EE for my BB, TV & mobile phone services. I'm now trying to create an additional email account to use for Apple ID (they won't accept my current one). Also additional addresses I created while still with BT seem to have disappeared but when I log into My BT account as directed, it just says account inactive & clicking on "Your products" brings up the message:

We're sorry, but you are not having EE products.

Please try with other EE Account.

Creating an additional email account within My BT no longer seems an option, what's going on?

Re: Cant create additional email addresse

gg30340 — Sun, 26 Jul 2026 11:55:40 GMT

If you migrated to EE your email accounts should have been kept as "Standard" email accounts. You still manage them through your MYBT using your BTID in the same way as before you migrated. You can not use your MyEE or EEID to manage your email accounts.

If you can not do this it would appear that your BTMail email accounts have not been migrated and affiliated to your EE Broadband account.

To resolve this you will need to contact the BTMail email team on 0330.1234.150.

Re: Cant create additional email addresse

El-Gringo — Sun, 26 Jul 2026 14:39:51 GMT

Surely this should be done automatically by EE when they enticed me over from my BT package BB, they are after all effectively the same company! My BT doesn't seem to want to know at all I all I get is the message -

We're sorry, but you are not having EE products.

Please try with other EE Account.

This doesn't actually make much sense to me either, it's almost "Pidgeon English" phraseology, what does it mean!

What is 0330.1234.150, is it a phone number?

Re: Cant create additional email addresse

imjolly — Sun, 26 Jul 2026 16:01:52 GMT

It is the number for customer service where you need to phone to get your problem resolved

Re: Cant create additional email addresse

gg30340 — Sun, 26 Jul 2026 19:58:36 GMT

@El-Gringowrote:
Surely this should be done automatically by EE when they enticed me over from my BT package BB, they are after all effectively the same company! My BT doesn't seem to want to know at all I all I get is the message -

Yes it should have been done automatically but it obviously hasn't other wise you would not have been posting on here and that is why you have been given the advice,if you had bothered to read the post, to to phone the BTMail email team on the number I posted to get this resolved.

It is up to you whether or not you do that but I would suggest that you do.

Re: Cant create additional email addresse

El-Gringo — Sun, 26 Jul 2026 20:21:31 GMT

OK Thanks, the dots confused me a but there is really no need for the aggressive sarcasm, seen it all before & it really is unnecessary!

Re: Cant create additional email addresse

El-Gringo — Fri, 31 Jul 2026 07:14:31 GMT

I had a longish conversation with advisor who advised that my email addresses were in fact migrated & 3 still valid. The 2 main ones (my wife & I) still work but the spare one created last September doesn't. I can no longer access any of these addresses or add new ones through the My BT website which also now shows my EE account number, not my original BT one; it also states that "we're sorry, but you are not having EE products", whatever that's supposed to mean! BT advisor said that I can now only access/change/add emails on the EE website, which sort of made sense, but having looked in EE, there only seems to be an option to change my email address which I obviously don't want to do as I need to retain these & add a new one for an Apple ID. The "My BT website" was working fine up until Sept 25 when I added the additional, spare BT address but, when I try to log on with it, it comes back as invalid.

So despite being told by BT advisor I should manage my BT email accounts through the EE website, it seems this is not true? I can still access mine & the wife's main email but the one I created in September 25 just comes back as invalid despite the BT guy saying it was still active. It seems I've been given totally duff information, & according to BT advisor, BT no longer provide an email service either so where does that leave me?

My BT email page doesn't seem to show my old account ********* but when I try & switch to "My BT" it says I have the wrong password! When I go through the "change password" link to get into "My BT" it shows no EE products. Logging off & trying my email account again, it tries to log in with the changed password & says incorrect password & I get the dreaded "too many attempts" & a 20 minute lock out. I then have to go through the whole "change password" farce again. I seem to have 2 different account numbers showing & 2 different passwords with neither recognising the other, it seems to be turning into total chaos!

[MOD EDIT - REMOVED PERSONAL INFORMATION FROM THE PUBLIC FORUM]

Re: Cant create additional email addresse

Debbie_G — Sat, 01 Aug 2026 08:11:03 GMT

Thanks for the update, @El-Gringo.

I'd recommend getting back in touch with our customer support team so they can investigate this further and confirm what email management options are available on your account following the migration.

They should also be able to look into why the address created in September 2025 is showing as invalid, despite being reported as active, and review any account or login issues that may be affecting access.

Debbie