This topic

email problem

cookiemonster2595 — Thu, 05 Nov 2026 18:40:24 GMT

Hi, having a bit of a mare.

we had my wifes email hacked yesterday and they were using it to open accounts in all sorts of places.

with the help of BT we managed to delete the email account and set up a new one that is linked to our BTID.

the old BTID was deleted when we deleted the e mail account. They said that was the best way to do it.

we now realise that we had several important saved emails,(holiday bookings etc) and need to gain access to the old email so we can retrieve the info. I am told they will be accessible for 60 days.

so the problem is the help desk told me to generate a new BTID and link it to the now unassigned deleted email address, which we have done, but they keep sending a verification link to that address which we cannot access. The helpdesk didnt know how to advise me and said it needed to be raised to a level 2. havnt heard back from them since.

Anyone on here know how to get access to our old email account please ?

Re: email problem

Ritu_D — Fri, 06 Nov 2026 08:30:12 GMT

Hi @cookiemonster2595

Sorry to hear what's happened, that sounds incredibly stressful.

When was this raised with the level 2 team and did they give you a timescale for getting back in touch?

Thanks

Ritu

Re: email problem

cookiemonster2595 — Fri, 06 Nov 2026 08:43:26 GMT

Hi thanks for your reply. Its all sorted now, the level 2 team came back to me and sorted it whilst i was waiting.P

Re: email problem

Ritu_D — Fri, 06 Nov 2026 08:45:53 GMT

Hi @cookiemonster2595

Thank you for coming back and letting us know.

It's fantastic to hear the level 2 team have resolved this for you.

Take care

Ritu