Inactive account

[RetiredOldDad]

Two accounts are attached to my account, one active, one inactive.  On Log in to BT.com on any web browser or My BT app often defaults to trying to open the inactive account and I get an account details not available come back later error message.  as a front pae is open I can go to Your Details and see the active account number and move to it, and see Bills.  If however I then click on Your Products, or Your Halo (to upgrade) I get thrown back to the inactive account and cannot access them.  Twice over last 10 days taking an hour each Accounts Web Chat has assured  me they have deleted the inactive account to solve the problem.  They have not.  It presists despite their resetting my BTID and phone app and browsers.  Surely deleting an inactive account should be easy?

[imjolly]

Try contacting billing using message now and they should be able to help you

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

[Madpeter]

I have found for issues with BT id and multipled accounts

the best plan of attack is not to get them to unlink the old account but to fully delete the BT id and have you recreate it with just the account you want. (takes about 2 days)

or even faster just create a new BT id with a spare email (takes about 10 mins)

[RetiredOldDad]

Thanks. I will try the second option.  They already tried the first without success on web chat 

[RetiredOldDad]

This doesn't work.  Twice that link and the phone us link referred me back to the web chat that engaged for an hour, assured me they'd fix it and then did no such thing.

[imjolly]

@RetiredOldDad 

The link does work and the message now take you to a chat window.  Maybe try different browser not on phon. I have tried it using chrome and edge and worked without a oroblem

[RetiredOldDad]

I know the link itself works, I've used it repeatedly over two weeks.  But the web chat I was taken to did not work to solve the problem.  Hours following the advice given resulted in assurances that the problem was fixed when it was not.  The advice did not work.