Cannot access my sub email account or add new e-mail addresses

[paulp1]

Hi,

I have an additional e-mail address set up. I have reset the password several times tonight but each time when i then try to log in it tells me that the password is invalid. I am also unable to add any new e-mail addresses as the BT e-mail option does not appear under package ---> included extras. On one of the pages there is also the word ceased against my account.

Can anyone help

Thanks

Paul

[Keith_Beddoe]

@paulp1 

Can you please confirm that you are a current BT Broadband customer?

[paulp1]

Hi Keith,

Yes I am. I changed address a while back and was adviced that, as BT were unable to transfer my account, I should cancel the account at the old address and open a new account at the new address. I think this may be part of the issue as I have had other problems with things not working on the new account as the new account showed me as being someone who was terminating their contract.

Thanks

Paul

[Keith_Beddoe]

As this looks like an account issue..

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[ArnieL]

Hello @paulp1 

Welcome to the Community and thank you for posting. I'm sorry you are having some problems with your email account. If you send me your information, I'd be happy to take a look at the details of your complaint.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Regards

ArnieL

[paulp1]

Hi ArnieL,

Is there any udate re this issue?

Thanks

Paul

[NeilO]

Hi @paulp1, I can see my colleague @RobbieMac is looking into this for you. He's not in the office today but I'll leave a message asking him to get back to you tomorrow.

[paulp1]

Neil,

Thanks for the response. It is very much appreciated.

Paul