BT emailing account information to wrong email address

[breezo]

Hi, 

For over 6 months now BT have been emailing the incorrect email address with my account information. 

Updates on orders, engineers etc are all going to this wrong email address and are not being sent to the account holder email address.

I've been onto live chat 4 times now about this and each time they tell me it is resolved. Each time after emails continue to go to someone else, luckily they have been forwarding these email onto me.

I've checked my account and the correct email address is listed there but still updates are sent to another address.

How can I fix this?

Cheers

Brian

[DavidM]

Hi @breezo and welcome back.

It's been a while but great to see you again. Sorry the billing information is being sent to the wrong email address. I'm sure we can sort this out for you. I've dropped you a private message so send over the details and we'll take it from there.

Cheers

David

[JohnC2 · Accepted solution]

Hi @breezo, thanks for getting in touch and I've checked and everything looks ok now and you should receive all future emails.

If it does happen again please come back to us first and we'll be happy to investigate further. 

Cheers

John

[JustMail]

Hi John

I have the same problem with bills and BT correspondence going to the wrong email address. I have checked my profile and my account email is correct, but everything from BT goes to one of my other email accounts.

Please can you help?

Thank you

Justin

[DavidM]

Hi @JustMail and welcome back.

Sorry you're having problems with the information going to the wrong adress. I'm sure we can sort this out for you. Please check your inbox for my message and drop me a reply with the details.

Cheers

David

[Sedgy]

I have the same problem with my Fathers account which I manage. I have tried using the message us now button but it does not work no matter which way I get to it. I will soon lose access to the e-mail account being used and hve no way of updating it.

[Alex_H]

Hi @Sedgy,

What is happening when you try and use the Message Us function, it is working on the website currently Broadband | BT Help does it pop up the chat box when you click it? Have you tried different browsers or devices? 

The chat team or our team on the phones via 150 on a BT mobile or 0330 1234 150 from any other phone would be able to help updated your BT ID e-mail address when you are able to get in contact.

Alex

[Sedgy]

Hi Alex

It seems it doesn't work from my desktop, I tried via Edge and google and when you click 'message us' no chat box appears. I did it using my mobile and I got through.

It seems it's pointless a user changing their email address via MyBT as it looks like it's updated but has no effect. The person I dealt with said it needs to be updated on the account manually by them. I have suggested they put this information in the public domain as there are many users complaining about the same thing. It will be interesting to see, if when the next bill is due it actually works!

regards

Cheril