Sorry, we don't recognise this email address.

[star9236]

Help wanted:

received email saying daughters email account had been suspended due to suspicious activity, contacted BT via webchat who reset password. Daughter tried to log in via yahoo mail and now gets email address not recognised message. Husband checked BT account and it shows daughters email address as suspended, when he tried to unlock it was asked security questions, but they are not ones he had set up therefore not able to change.

Was informed by BT webchat that we would be contacted by helpdesk 24-48 hours, that was 72 hours ago. Daughter needs email account sorted.

any ideas?

[Andy_N]

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@star9236wrote:

Help wanted:

received email saying daughters email account had been suspended due to suspicious activity, contacted BT via webchat who reset password. Daughter tried to log in via yahoo mail and now gets email address not recognised message. Husband checked BT account and it shows daughters email address as suspended, when he tried to unlock it was asked security questions, but they are not ones he had set up therefore not able to change.

Was informed by BT webchat that we would be contacted by helpdesk 24-48 hours, that was 72 hours ago. Daughter needs email account sorted.

any ideas?

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Hi, welcome to the forums.

How is she trying to login? The account isn't Yahoo, so if you're using webmail via a browser :-

https://www.bt.com/mail

Usually in these circumstances, you can reset the password - but you do need the (primary) account holder security answers.

(You could try the old password - but only try once).

[star9236]

Thank you for the reply, when she attempted to enter the email address into the webmail it said email address not recognised and not able to enter password.

She has tried using BTmail which then goes to yahoo mail, which she was using previously.

[star9236]

Husband rang and spoke to Customer services yesterday and was promised a call back 12pm today - no call.  He rang this evening explained the issue to the hander, went through all the points that had been tried yesterday was then put on hold and bumped to the back of the queue.

When was finally answered again, husband was not impressed and asked to speak to the team leader to make a complaint and was then passed to payphone complaint mailbox.  my hubby is not impressed and he is a BT employee!!.

After reading other threads I suspect that the account has been deleted by Yahoo, even though my daughter has used the email address on a daily basis on her phone and laptop.

Not very happy at all as the email address is the one she has used for job applications. 

my husband will be making a complaint.

[Andy_N]

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@star9236wrote:

Husband rang and spoke to Customer services yesterday and was promised a call back 12pm today - no call.  He rang this evening explained the issue to the hander, went through all the points that had been tried yesterday was then put on hold and bumped to the back of the queue.

When was finally answered again, husband was not impressed and asked to speak to the team leader to make a complaint and was then passed to payphone complaint mailbox.  my hubby is not impressed and he is a BT employee!!.

After reading other threads I suspect that the account has been deleted by Yahoo, even though my daughter has used the email address on a daily basis on her phone and laptop.

Not very happy at all as the email address is the one she has used for job applications. 

my husband will be making a complaint.

---

The account will only have been deleted if it's not associated with a BT Broadband account (or BT premium Email) - or it hasn't been accessed in 150 days (90 days initially, then 60 days for recovery).

If the account has only been accessed via Yahoo servers, then there is a possibility the account wasn't recognised by BT as accessed as it hasn't used the BT servers.

Hopefully a moderator will see your post and get this checked for you.

[star9236]

Thanks for replying, husband is primary BT account holder and all our email addresses were created on his by account. 

[gg30340]

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.

[ArnieL]

Hello @star9236,

Welcome to the Community and thank you for posting. I'm sorry you are having some problems with your daughters email address. 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

Thanks

ArnieL