Hello: I have 1 BT account and 4 email addresses associated with it. As of this morning, I am unable to login to my designated favourite - which is the one my family uses most often. Previously, I could login using the main email address (ie that which is linked to my BT Account ID) and would be taken directly to the favourite email account. Now I just get taken back to the login page, no error message.
I can login to the other 3 email addresses successfully but, as of a few weeks ago, I can no longer switch seamlessly from one email address to another. I have to login individually to each address.
When I open my BT Account, I can see all 4 addresses are still listed as active - and the favourite is still designated as the favourite. But when I click to login to favourite, I receive an error message that the password is invalid. The password works perfectly well with the other 3 addresses.
Are other people experiencing similar problems? How can I get back my access to my favourite?
The BT Help Chatline doesn't seem to be working today.
Solved! Go to Solution.
Have a look through this thread.
Thanks for the quick reply. Yes, this pretty much describes what I'm experiencing. (Didn't know that the extra addresses were called aliases.)
I have cleared my cache and deleted cookies. I use Google Chrome but have tried Firefox and Microsoft Edge - same problem.
At some point today, a message appeared indicating that the password for the favourite alias was wrong. But I don't know what it might be. I haven't changed it - and all was working okay last night. And unless I have access to that email alias, I can't get a message from BT re resetting it.
I tried adding the favourite to the address associated with my BT ID - but without the correct password can't do this.
Not very technically adept, but I'm trying. Does BT actually have a phone number that I can ring? I can' see anything on their website and, as mentioned, Live Chat seems unavailable.
Very grateful for your help,
They are not known as aliases. They are sub accounts of the main account.
You can contact BT on 0800.800.150
Thank you! "Sub accounts" it is!
I'll ring that number in the morning when I've recovered from all the stress of today!
Let us know how you get on and in particular if they can not get you access to your email account.
Hi @xc9da21 sorry that you are having a problem accessing your email sub-accounts. We are aware of this issue and are currently working on a fix. As a workaround in the meantime, you should be able to access your email account from www.bt.com/email and not going via the email management page.
I didn't have to ring the BT helpdesk - as the problem miraculously resolved itself later yesterday evening. It is such a relief to have access to that email account again.
Thank you again for all of your help and advice. It was such a good feeling knowing that someone with expertise was out there and willing to help.
Thanks for getting in touch. While I wouldn't wish anyone else to go through the same experience, it was useful to know that I wasn't the only one with this problem. And access was restored later yesterday evening. So I guess that the fix worked!