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Orphaned email address: missing from my account and not showing on Mum's broadband

mazarak — Sun, 13 Sep 2026 20:36:13 GMT

"Hello. I have attempted to transfer my @btinternet.com email address over to my mother's active BT Broadband account.
It was not possible to do it via the web so I managed to get a support person do do it for me a few months ago.

The move has stalled in limbo: the email address has completely detached from my account (my My BT 'Manage Email' now shows 0 of 11 used), but it does not appear on my mother's account.
I can access it via webmail.

Furthermore, when logging into my mother's My BT portal as the primary Account Holder, the 'Email' management tile is completely missing under 'Your Products' (likely due to the new billing platform stack), meaning we cannot manually claim or view mailboxes there.

I spent some time on the phone to another support worker a few months ago who assured me it would be sorted but nothing has happened.

Could a moderator please help manually link my orphaned @btinternet.com address to her broadband account so it does not get scheduled for deletion if and when I end my own BT broadband contract.

Many thanks

Re: Orphaned email address: missing from my account and not showing on Mum's broadband

licquorice — Sun, 13 Sep 2026 20:45:39 GMT

The BT mods don't have account access.

Re: Orphaned email address: missing from my account and not showing on Mum's broadband

Christopher_G — Mon, 14 Sep 2026 08:10:29 GMT

Hi @mazarak

Welcome to the community.

As @licquorice said above, we don't have access to customer accounts here in the community. The best advice I can give is to speak with our Email Technical Support team again. They'll be able to check the current status of the mailbox and look to see what the next steps are with the transfer.
If they're unable to fix it over the phone with you, they'll be able to raise it to an offline team for further investigation.
Please give that a try and keep us updated with what happens.

Thanks

Chris