Cannot get into my e mail account after warning of 'suspicious' actions

[amicipat]

BT email was my first original e-mail address from the beginning many years ago and has always been my first use e mail on a daily basis.   Recently my login attempts have taken me away from the usual yahoo login (saying not recognised) but giving me a new login page which always worked.   However, today I have had the change password page because of suspicious activity, and try as I might I cannot get in as each attempt stops me dead at not recognizing my e mail address!   I cannot seem to find the page I had been re-directed to for many weeks.   I had indeed saved this as a tab in Chrome, but upon closing and re-opening it always reverts to the old page which does not recognise me.

I have never understood the split from yahoo and do not know if I have a yahoo account even, it does not recognise my e mail address and will not help with a new password as it says my e mail address is not recognised so now I am stumped.    I use my e.mail account on a daily basis and would be in a right muddle if I could not ever get back in and regain access to all my saved mail.

Any help would be most welcome, I have read other threads which seem a little older so may be out of date as they do not help me.

[Keith_Beddoe]

@amicipat 

I assume you are still a BT Broadband customer?

[amicipat]

Well, I understand that I 'should' be , but I am not, but on each attempt to set up premium mail, I am still being told I am an existing customer and therefore cannot sign up to premium service, I have copies of these replies as I thought they may possible jump up and bit me, and yes, this happened again today as it was the first thing I thought of.  Customer Services have advised this is not the problem here today, but cannot help and suggest I try all the various methods to get back in on line!!   Their internal records say they have not deleted my account for this reason!

I cannot even reach a bt login page as each time I click e mail from any BT page I immediately get sent to the Yahoo page which does not recognise me, so just by doing that they do not know if I am a customer or not!   I cannot, however I try get to a page to log in to BT mail.

[Keith_Beddoe]

Do you currently have BT Broadband, or are you now with a different ISP?

If you have changed ISP, then this page should help.

http://bt.custhelp.com/app/answers/detail/a_id/59666/~/what-happens-to-my-email-address-when-my-bt-b...

[amicipat]

Eventually have got through to India? first guy basically told me to input various things which I did and told him I had yet again landed on a Yahoo page - x3 told me that this just did NOT happen I must be doing something wrong, so I got my neighbour to take over the call and the same happened to him even after re-starting the computer, so he told me that I had been deleted because I was not a bt customer and I would have to sign up to premium mail!

Says he is putting me through to Premium Mail and a very nice lady answered and said she was NOT premium mail and did not know why someone would say that, and was very apologetic.

Within a  few minutes, she confirmed my details, said I did not need to be on premium mail as I was still a BT customer, but then informed me there was big Glitch in the system which was intermittently "down" since Tuesday and they (BT) were having major issues and she apologised for the wording of a 'security breach' - nothing was wrong, it was all their end, not sure when it would be remedied, but asked for my patience and assured me there was nothing wrong my end. 

I wish I could make a formal complaint because the way I was spoken too was just no acceptable.

So maybe this Glitch needs to be brought to peoples' attention on this site, but I do not know how to do this.

Thank you to those who tried to assist.

[gg30340]

If you are not a BT broadband customer or paying for BT Premium email, despite what you have been told, you are not a BT customer and your email account will be subject to deletion at any time.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 24 hours for them to contact you. They will do this by posting on this thread. 

[amicipat]

Thank you, I am absolutely willing to pay for premium mail, but it has something to do with my sister who lives with me and is a bt customer, using the same e-mail account.    Hopefully all will be well eventually, but I am very shaken by the way I was initially spoken to and the accusations made, but I have no name, so can take it no further.

I will attempt to get BT to want to accept my money, but I cannot force them!    I have a lifetime of e-mails with them and would not want to lose access for a few pounds a month!     But I have been assured yet again, today that I am not owing them anything and do not need to pay anything, although for myself, I would never use any other BT service again after today's' telephone conversation with that man.

[ArnieL]

Hi @amicipat,

Thanks for your post and welcome back. 

This is not something the community will be able to help with but if you send us your details we can look into it. There is no guarantee we will get your mailbox back but we will try to help as best we can. 

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

Cheers

ArnieL

[amicipat]

Thank you, I have replied to your message with the information requested.

I am still not able to access my e mail, but interestingly my sister on the same account is able to access her e-mails so that is rather confusing?

[Carlusha]

I normally keep out of these rather "technical" topics but one thing confuses me. You refer to your sister and you "having the same account".

Your sister has a BT account (aka, the billing account) and therefore, presumably, your email account is/was one of the further 10 email addresses each billing account is allowed.

Is that the situation?