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markcleeve
Beginner
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Message 1 of 6

Action Required - Set Up Your BT Bill Online

Hi,

 

As I am moving to a new flat very shortly, I have ordered my new broadband package from BT and it will go live next week.

 

However, I cannot seem to activate my online BT bill in response to the "Action Required" email I received on completion of my order. It simply won't accept my answer to the qualifying question.

 

Screen Shot 2013-06-13 at 15.22.16.png

 

Having spoken to someone 'offshore', I understand that the reason for this is that during the sign up process, I used my sub email address from the property I am leaving (my partner's house - she is the primary email account holder)...the activation email was sent to my current @btinternet.com address and that there are "multiple logins".

 

I was promised that this would be rectified in 24 hours.

 

Needless to say, it hasn't.

 

Anyone expereinced anything similar or know who best to speak to? 

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Action Required - Set Up Your BT Bill Online

have you set up a MYBT account by going to bt.com and then mybt then create an account - unless you already have a 'MYBT' account.  this is not the same as having a btinternet address



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markcleeve
Beginner
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Message 3 of 6

Re: Action Required - Set Up Your BT Bill Online

Hmmm....well, I don't have an account number yet. Presumably this will be sent to me? There is certainly nothing in any of the email correspondence so far apart from order numbers.

 

So the answer is, no....i just want, at this stage, to be able to activate the account.

 

To clarify, when ordering, you have to supply an email address should BT need to contact you....I chose to use a sub email account on my wife's existing primary account and this, I think, is the reason I cannot activate the account. 

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: Action Required - Set Up Your BT Bill Online

that should cause a problem - conflict between a sub account email address and what should be a new primary email address which you will need for likes of btwifi



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Distinguished Sage
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Message 5 of 6

Re: Action Required - Set Up Your BT Bill Online

I suggest you contact the forum mods they may be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators
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markcleeve
Beginner
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Message 6 of 6

Re: Action Required - Set Up Your BT Bill Online

Cheers, man....done....will post an update and provide thanks in due course.

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