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Sparks2000
Aspiring Contributor
5,688 Views
Message 1 of 12

Cannot change my email address in My BT profile

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I have tried to change my email address in My BT profile. I have successfully logged onto My BT (so I know I'm using the correct password), but when I get to the page: "Change Email Address" and enter the same password and then the new email address twice, I get the message

Please enter your password for My BT
 
After several attempts I then get the message like "Your account is locked out, please try again in a few minutes"
 
I have never tried to change my email address, and my account has been in existence since at least 2006.
 
One clue (or a red herring?) is that today I had to change my password since I had forgotten it.
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11 REPLIES 11
Moderator
Moderator
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Message 2 of 12

Re: Cannot change my email address in My BT profile

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Hi Sparks2000,

 

Thanks for posting. I can check what’s going on with your account and change the email address if you wish. Drop me an email with the account details and a link to this post for reference. You’ll find the contact us form in my profile.

 

Cheers

 

David

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Bob1001
Aspiring Expert
5,660 Views
Message 3 of 12

Re: Cannot change my email address in My BT profile

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If you are using IE9 the BT site is not fully compatible, try clicking the compatibility icon at the top of the page (looks like a broken page) and try again.

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Sparks2000
Aspiring Contributor
5,651 Views
Message 4 of 12

Re: Cannot change my email address in My BT profile

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I'm using IE8 (WinXP) and have tried compatibility mode.
Good thought though.

I've responded to DavidM - hopefully the problem will be sorted.
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Sparks2000
Aspiring Contributor
5,635 Views
Message 5 of 12

Re: Cannot change my email address in My BT profile

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I was wondering whether there has been any progress on this - I am now concerned that I may stop receiving communications from My BT because of the old (suspended) email address being still current.
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Highlighted
Moderator
Moderator
5,618 Views
Message 6 of 12

Re: Cannot change my email address in My BT profile

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Hi Sparks2000,

 

Sorry for the delay in getting back to you. I've got your email and I'll drop you a reply shortly.

 

Cheers

 

David

tim-jim
Newbie
4,376 Views
Message 7 of 12

Re: Cannot change my email address in My BT profile

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Hi,

 

I have the same issue that Sparks2000 has/had.  I have tried to change my "MyBT" email address in Firefox 8, IE 9 (with & without compatibility mode) and Safari - all with no luck. I am told that the password is incorrect and then after the third attempt, that the account is lock out for 20 minutes.

 

Please can someone let me know how else I can change my email address?

 

Thanks.

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GPP
Newbie
3,890 Views
Message 8 of 12

Re: Cannot change my email address in My BT profile

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David,

 

I had the same issue today.

I too know my login worked - as I had to use it to get to the change email address section - and my bill obviously.

I have tried to change my password on a pc and a Mac - neither worked  - same error message as the other posts.

 

How did you solve?

 

Can you change the address for me? Use the one this forum a/c is registered to...

 

I will not have the old email for long -so I need to change the address asap.

 

Thanks in advance

 

Gavin

 

 

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Distinguished Sage
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Message 9 of 12

Re: Cannot change my email address in My BT profile

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Hi GPP You will need to contact the forum mods yourself and supply them all your details on the webform they use this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved
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PAE
Beginner
2,661 Views
Message 10 of 12

Re: Cannot change my email address in My BT profile

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Hi John,  

 

This is all very well, but it seems that there's an endemic problem here - I'm experiencing the same problem as those above, and after 18 months I'm sure we're not alone.  Is anybody actually working out what the root cause of the problem is and fixing it once and for all?  You shouldn't really continue point customers back to the customer help guys on a case by case basis - it must be driving a huge amount of waste into the system, which must now be operating with a lot of out of date email addresses and annoyed the customers.

 

So, what's the underlying problem with changing the email address in MyBT?

Why has this been a problem for so long?

When is expected to be fixed?

How can everyone else visiting this thread get their problem solved without having to make yet another contact? 

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