New account not showing

[Dannytkye]

I used to be with BT some time ago. Recently took out a new contract which went active a few days ago. However, when I log into my account t using the email address registered to my new account, it only bring up my old account. Even though BT are clearly aware I now have a new contract as they are emailing me on the same email address. Also, when I try to claim my voucher, it brings up my old account and new account. When I click on the new account to claim my reward, it just loads a blank screen. Not having much luck lol! Any help would be appreciated. 

[imjolly]

Try contacting billing using message now and they will help remove old account. 

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Dannytkye]

I tried waiting to talk to somebody and I was just left waiting ages for somebody to join, maybe I will have to try another day .

[Ritu_D]

Hi @Dannytkye 

Welcome to the community. 

I am sorry to hear you experienced a long wait time. 

I would definitely recommend Contacting our guides and they can remove the old account for you. 

Thanks 

Ritu 

[Dannytkye]

The onus is always put on me the customer tho, BT should have removed the old account t themselves, instead I’m now left to deal with the issue which is very frustrating.

[Ritu_D]

I completely understand how frustrating this must be @Dannytkye 

We don't have account access here on the community, so we are unable to remove the old account. 

Ritu