Cancelling broadband and setting up Premium email

[GRG1]

I have just switched broadband to Sky and BT don’t seem to have turned off my BT broadband.  Shouldn’t this have happened automatically? I am concerned that I will continue to be charged for a service that is redundant.

I need to sign up for Premium Email and cannot do this until BT actually cancel my broadband.

i’d be grateful for any advice as I cannot face another call to BT after the hours I’ve spent on the phone to them this past month.

[imjolly · Accepted solution]

have you checked with SKY that they have actually notified BT - should be automatic when taking over your line.

you can try BT billing using message now and see if they can help  https://www.bt.com/help/contact-bt/account-and-billing/broadband

[GRG1]

Thanks for getting back to me.  I tried messaging BT but the chatbot couldn’t help so I ended up calling 150.  Apparently BT knew about the cancellation but hadn’t actioned it for some unfathomable reason.  I am assured by the helpful ‘adviser’ in Doncaster that BT will cancel the service in the next day or so and email me with details of how to upgrade to Premium Email.  Watch this space to see if this actually happens!

[gg30340]

When your BT Broadband account is cancelled you will be given the option in your MyBT > Your Products > Email, Manage to pay for a BT Premium email account if that is what you want.

Just in case you are not aware, you can still keep your email address without having to pay for it.

When you leave BT your email account will automatically be downgraded to a BTMail Basic account which can only be used with a web browser.

See link

https://www.bt.com/help/email/bt-email-products

[GRG1]

Thanks.  I am going to go for the Premium option as much as I resent having to pay for the privilege.  I like using Outlook on my various devices and webmail doesn’t suit my needs.

[Kimberlin]

My well be worth looking at other email providers if you are going to pay BT for Premium email. Obviously if you've tied yourself down to a BT email address and you can't face changing to another provider, then it is what it is. Personally, for myself, I'd never have nor would I ever have a BT email address. You've only got to read the multiple, multiple threads referencing email on this forum to get an idea of what people appear to face. I get it, there are contributors here who will robustly defend BT's email offering as is their right and of course this is a BT Community forum so it is to be expected. I do pay for my email, but I'd never use an ISP for my own personal reasons, just as I don't use an ISP router. Of course there are also some reasonable 'free' email providers, but as with anything, choose wisely.

[GRG1]

Thanks for the advice.  I do have an alternative email address so may end up using that all the time.  I’ve had my BT address for decades so don’t want to lose it.  I’m sure if I were more IT-savvy, I could set up something clever which forwarded messages from a basic BT email account to another address.  I’ll have a rethink once I’ve seen how I get on with Sky etc.

[Kimberlin]

I totally get it about not wanting to give up the email address. I've just binned my decade long held mobile number. I thought it would be a nightmare, but it's been absolutely fantastic. In one fell swoop, I've shut out all of the people I no longer wanted contact with 😂