Display name in BT Email app

[NDCDD00]

Why does my display name show as my email address, but only when I send emails from the BT Email app?  It looks as if I have sent an email to myself as it displays my email address twice and I find this really aggravating!  

If I look at my settings in the BT App, it shows my forename and surname correctly, so I can't understand why it doesn't display this and why it is reverting to my email address. 

If I log on to BT Email via a web browser and send an email from there, it shows my display name correctly (first name and surname). 

This has only started happening relatively recently - coincidentally after renewing our broadband contract. I tried contacting BT but the customer advisor I spoke to was next to useless. They couldn't seem to grasp what I was telling them and just said that some change in legislation means they have to show your full email address.  

[licquorice]

Ditch the BT email app and use a decent one such as Blue Mail.

[Leanne_T]

Hi @NDCDD00 

Thanks for posting on the community.

I've asked our email team to take a look at this for you. Once we have more information we will let you know. 

Leanne. 

[Leanne_T]

Hi @NDCDD00 

The team have come back to me and asked if you can check the profile settings in the email app are correct. 

To do this; please select the avatar/image above the folder list (in the side menu). Then select edit, to show all details and change anything that is needed, If you can then make sure to select save, even if all settings are correct and nothing needs changed. 

Let me know if this changes to the name when sending emails? 

Leanne.

[NDCDD00]

Already done this multiple times to no avail. 

[Leanne_T]

Thanks for trying @NDCDD00 

I have let the team know and will come back to you once I have an update. 

Leanne.

[licquorice]

@NDCDD00 See message 2

[NDCDD00]

Yep. I worked for BT for 20 years. Service has definitely gone downhill that's for sure!

[Leanne_T]

Hi there @NDCDD00 

Our email team have run further checks and advised the above steps should have worked to get this resolved for you. They have suggested trying the steps below again and sending an email to see if this saves the correct details;

1. View your profile
2. Select Edit
3. Update the display name
4. Clicks Save
5. Compose and send a new email

If this does not work for you, please get back in touch with our Email support guides and they can run further troubleshooting for you. 

Leanne.

[licquorice]

Much simpler to use a proper mail app.