email management

[capsticksbarn]

Logging in to 'my bt' account everything seems fine, until...when I enter 'manage emails' a message appears against my account number saying 'ceased'. The list of email addresses (4) all have a message saying 'Due to be downgraded'.

However I can access my emails normally. I've tried 150 but no-one knows the reason (and didn't offer to find out).

Any ideas what could be causing this issue?

Thanks

Mike

[gg30340]

Are you a BT Broadband customer or paying for your email through a BT Premium Email account?

[capsticksbarn]

I'm paying for my email through a premium account.

Originally it was a standard account, but as ADSL  broadband was only 0.5mb had to switch to 4GEE for more speed, and then BT raised my standard email to premium. This was about 4-5 years ago.

[gg30340 · Accepted solution]

It sounds like your email account is not being recognised as being a BT Premium Email account and because you are not a BT Broadband customer it is going to be downgraded to the Basic email.

You should call the BT Premium Email 0808 100 6778. They should be able to help you.

See link about the email products.

https://www.bt.com/help/email/bt-email-products

[capsticksbarn]

Many thanks. That did the trick.

FYI: Apparently, because I only access emails via web (no mobile, client, apps etc. ) and because I'm not a BTbroadband user, BT recognise this and are automatically downgrading to Basic (a new service) - which is fine because that is all I wanted anyway.