Cannot activate BT ID

[pboddy]

Having a nightmare.

Left BT as no deals on staying, but ordered Premium Email to keep addresses.  Was given a new account number and now I recieve regular emails saying Activate your BT ID. When I try it goes to an error webpage. 

When I try to access my new account number it link to the old inactive one.

I have called many times but only managed to connect to the premium email team twice. Both time said they could see the problem and would flag it for the team to resolve in a couple of days. Now been a few weeks and still getting the Activate Your BT ID mails and nothing has changed, cannot access my new account, or manage my email addresses.

[imjolly]

  hopefully they can help you Premium Email Team 0808 100 6778

[pboddy]

Thanks but I know the number for the team. I try it most days and get fed up waiting in a queue. As I stated I have spoken to them a couple of times and promises were made to sort it. Nothing has changed and it is not sorted.

All I can access is my old (inactive) account no matter which account number I login  too.

[imjolly]

Then try billing team using message now and see if they can help you sort out your accounts

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

[gg30340 · Accepted solution]

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@pboddywrote:

Having a nightmare.

Left BT as no deals on staying, but ordered Premium Email to keep addresses. 

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I take it you do know that you keep your BTMail email addresses for free when you leave BT. They get "downgraded" to BTMail Basic accounts that can only be used with a web browser. 

You only need to get a BT Premium email account if you want to use your email addresses using an email client or email app.

BT Email products | Email | BT Help

You should still be able to access and manage your BTMail email accounts using a web browser even if you have a BT Premium email account.

Can you access then with a web browser?

The BTID and your MyBT that you used when you were a BT Broadband customer is what your email accounts should still be registered to and is where you manage them from. There should be no requirement for you to have or activate a new BTID or MyBT.

If you can access your "old" MyBT using your "old" BTID although you shouldn't need to do this you can add your "new" BT Premium email account to that by logging onto your MyBT using your "old" BTID then go to "Account Details" then scroll down to "Multiple Accounts" then "Is there an account missing" and then click on "Add an Account" and follow the prompts.

If that does not work you will need to contact the BT Premium email team and ask them to sort out your account.

[pboddy]

Hi again and thanks for the long and detailed explanation.

Although now retired I was for many many year an I.T. Tech at various institutions and businesses as well as spending more than 20 years working in the electronics industry.

So having said that I do understand the basics of BT email and its availability and structure. My issue is there accounts system.

My original account when accessed states it is (inactive) and contains no products including email. So I am unable to manage my email addresses on that account.

When I ordered Premium email a new account with a new number was created and sent to me. it is linked partly to the old one in that I can login and switch between them. The new account also has no products listed and if I attempt to view them it flips back to the old account number.

Just in passing I did try the chat link you supplied and strangely the chat link on that page is the only link that does not connect to anything, so no joy there either.

Many thanks though.

[pboddy]

Have just realised you have mark this thread as SOLVED. Why and How is it solved, Please explain to me as I can find no solution listed so far.

[Leanne_T]

Hi there @pboddy 

Have you been in touch by calling us again if the chat is not working for you? 

The advice provided by @gg30340 is correct and if the advice did not help you access the email account, you would need to call us to get the this fully investigated. 

Thanks.

Leanne.