Confirm your identity, unknown email

[mfisher]

Hi, please excuse my i am not very tech savvy.

I am currently using BT fibre and i am out of contract.

I just realised that i qualify for BT home essentials so i am trying to set that up.

My problem is

I created a BT account on the website (i never done this before) with password, security questions etc.. and the 2FAuthentication.

This all goes through fine but then the website asks me to enter my account number.

When i put in my account number it then wants to confirm my identity but it wants to send the code to a strange email i don't recognize.

Anyone can help?

[DanielS]

Hi @mfisher,

If you don't recognise that email address please contact our customer services. You can find our number and live chat service here Contact BT. We need to help you recover the account in case someone else has accessed it on you.

I am also going to send you a private message in case you would rather speak with one of my team. We will be able to help you with the online billing and the Home Essentials side of this. It can take us 1-2  working days to get back to you at present which is why I gave you the other way of contacting us first.

Thanks
DanielS