BT PREMIUM MAIL HELP AFTER AN ANGRY LOYALTY DEPARTMENT EMPLOYEE PUT THE PHONE DOWN!

[-Richie-]

When you leave BT, you will be automatically downgraded to free basic mail, so don't worry as you won't lose access or any existing email accounts, you'll need to wait 1 day after your broadband ceases, until the basic email is added you can't upgrade, you're not a basic mail customer until your broadband ceases.

To order Premium

1. Log in to My BT
2. Click on Your Products > Email > Manage

What you see next depends on why you're switching:

If broadband has been cancelled you'll see Move to Premium email. Click this and place your order.

If your email was set up by someone else with BT Email you'll see Move to Premium email. Click this and place your order.

If you're on Basic email you'll see Upgrade your email service. Click here, choose Buy Premium email and place your order.

You'll get an email within 24 hours to confirm your order. While we're switching your account to Premium you'll be able to use your email as normal.

[brianm28]

We are moving to another provider shortly and I want to set up bt premium mail.... I have had the loyalty dept on the phone (LEE FROM NEWCASTLE) asking why I am leaving.... regardless of the reasons why, I asked him for some help re BT premium mail....  in that I could not  find access to it. He told me I do not need to wait to leave BT to get premium mail... great I said how do I do it? He said do it on line .I explained I could not, fearing that I have to leave BT in order for BT premium mail to be switched on, NO he insisted - I can order it now...  he got very angry and said he had worked for BT for 5 years and he knew I can switch to BT premium mail from "standard" now I asked for help to do it.. he refused! and told me he could not be bothered any more with it .he know he was correct. HE THEN PUT THE PHONE DOWN!

apart from being very annoyed.  my question is "how do I get set up for premium mail now before I am switched over from bt as my broadband provider to sky?  I have followed the help topics but to no avail? any help ?

[brianm28]

hi thanks for the speedy reply 

so in simple terms I cannot move to premium mail until one day after I actually leave/bt switch my broadband off with them ?

and once I leave I will see more options available to me than I can currently see in my 

1. Log in to My BT
2. Click on Your Products > Email > Manage      

as I currently have no options to do anything else ?

presumably the chap from bt loyalty was wrong?

much appreciated 

brian

[-Richie-]

Premium mail gives you all the features you get free with BT broadband, until you no longer have BT broadband you can't change.
Once the broadband switches to another ISP, an order is automatically raised to switch you to Basic Mail, once that order closes, then you can upgrade if required, which is why I suggested waiting 1 day before attempting to upgrade, gives the system a chance to do the automated changes

[brianm28]

many thanks appreciated  

[NeilO]

Hi @brianm28 I'm really sorry you were spoken to in that manner, it's not acceptable. If you'd like we can feed this back to Lee's manager, I'll send you a private message in a moment if you'd like to get in touch.

@-Richie- your explanation is spot on. The order for premium mail can only be done after the broadband cease order has completed.