I've recently rejoind BT and can't access BT Cloud because I already have an account registered with it. I can't find any way to delete the old account and when I try to find a way of contacting BT online, I just end up in an endless loop of links which always take me back to where I started.
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I have a similar problem. When I log on to BT it only shows me two old dead account refs from previous addresses ( and correctly tells me that I owe £0.00 ). But I cannot find my current ref no, nor the bill that should be live ( which I know from my bank statement that I have paid ).
What made me look was receiving one of these letters asking me to renew my contract, so before doing so I thought to check what my current contract was !
I eventually called BT on 0800 800 150and spoke to someone. They were able to fix the problem with the BT Cloud. I'd suggest that's the best thing to try. I called first thing today (Saturday) and got straight through! The account is still there but not a problem any more.
I have tried doing as you wrote, but I was told to look in my BT "settings" and "my accounts", but my current live account is not there. I know that it is live as the direct debit payment appears on my bank statement. ( it was there that I found my account number ). Under My BT are two old dead accounts, and it correctly states that I owe £0 on each. I wanted to look at my live account as I wanted to see what my current contract is, as my account at the moment has come to an end. On the 0800 number I was told that I now pay £41.49 for my line + unlimited calls + broadband, but she didn't mention any other plan. BT on their internet site refers to 3 plans - pay-as-you-go, 500 minutes and unlimited, but I cannot find any more detais of these on their website. So
1. Where can I find my account ?
2. Where can I find details of these various plans and how much they cost. I am not interest in any additional 'features' /
Now getting somewhere, I have been able to access my live account -
Under My BT you will find 'Account details'
Click on 'Settings', click on Account, scroll down and you will find 'Multiple accounts'
On the RHS you will find 'Add an account', click on that and you will be able to add your missing account number ( plus the telephone number and a 'name' for the account ).
But I still cannot find how to delete my two dead accounts !
I've still got my dead account, but at least it's not blocking BT Cloud any more and it's not active in any way. I think it's probably easier to just live with it!