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Aspiring Contributor
Message 1 of 3

Account and bill issues

I'll try to explain this as best as i can back at the end of last november i moved address and also used the moving home function to change the address on my account but for some reason and i only found out about this earlier this week a second account was opened under my name at my new address so i currently have two accounts open but only my old account with my old account number can be accessed.


Also for some reason i cannot add my new account number which is the one that is for my address where i have moved to to my profile nor can i make a new bt id with it so i cannot pay my bill and therefore i cannot use my broadband and phone services i have tried ringing the 0800 number when i checked the contact page and it just kept saying press 1 to pay but again i cannot pay if i cannot use my new account/account number.


So is there anything one of the admins can do? i am currently at my mothers house but i have to go home until at least midday tomorrow

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Distinguished Sage
Distinguished Sage
Message 2 of 3

Re: Account and bill issues

I have asked a moderator to provide assistance, they will post an invite on this thread.


They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.

Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.

For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.

They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks








This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it





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Message 3 of 3

Re: Account and bill issues

Hi MDKGunner,


I can take a look at this for you. Please can you send me in your details using the "Contact Us" link found in my profile.





Community ModeratorPaddyB
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