I did not gift anything to my wife. We had 3 emails on the account before the broadband service stopped on 11December. All of them were listed on the “MY BT” site.
I spoke to an advisor on 04 Dec and said I did not want to renew my broadband contract but wished to retain my landline and my mobiles. This was translated into an order and was successfully concluded on 11Dec.
On the 11 Dec my wife got an email from BT saying that I. (As the account holder) had removed her email from my account (I had not) merely having ceased the broadband.
On the MY BT site I was invited to apply for Premium email. I did so and an order was initiated. That order is still open but cannot be found using the search facility.
you ask what advice I got. Well virtually nothing. I was passed all round having to explain the problem to every new contact. On at least 3 occasions I was asked to hold while the advisor consulted with a colleague. Having waited for about 10 minutes each time I was cut off (makes me think there is some form of automatic timeout here). Although the advisors had all my details not one of them rang me back so I had to start all over again.
I spoke to me guy in the Premium email team who eventually told me that the first order had failed (but no reason why) and in order get the premium service I would have to cancel my mobile and landline contracts! When I suggested this was ridiculous he rang off.
on MY BT is a message that my email account is to be downgraded and eventually deleted in February but I can avoid this if I go for Premium email. Well I have tried that twice without success and without an order being generated.
In the email to my wife she was told she could revert to basic email or go to Premium. When she followed the given link it took her straight back to my account.
this is becoming ridiculously complicated
