Inactive account

[Lazarou]

Hi

I previously was a customer of TNT sports so had a account number that I had forgotten about.

Yesterday I signed up for broadband and was issued another account number, when logging in my details kept defaulting to the old account number even when selecting the new, I called and asked the old account number to be deleted which I was told would be done, 5 minutes later I was emailed saying my whole ID had been deleted. I then signed back up and tried to add the new account number, this was apparently done and confirmed multiple times and yet the account still says inactive, I called back and nothing could be done and was told to wait until the broadband is switched over which doesn't seem quite right to me as I should be able to track the order though my account.

Please could someone advise how to rectify this?

Thanks

[Lesley_W]

Hi @Lazarou 

Welcome to our community. 
 

From what you've described, it sounds like the broadband account is active on our systems but isn't yet correctly linked to your newly created BT ID. Normally, once a broadband order has been placed, you should be able to view and track it online through your BT account, so I wouldn't expect you to have to wait until the service goes live just to see the order details.

A couple of things worth checking:

1. Make sure you're signing in with the BT ID that was recreated after the original one was deleted.
2. Try adding the broadband account again via My BT if the option is available.
3. If the account still shows as inactive, it may need BT to manually relink the broadband account to your BT ID, particularly given the previous TNT Sports account and account number changes.

I'd recommend contacting BT again and specifically asking for the broadband account to be linked to your BT ID, rather than waiting for activation if the order isn't visible. This may in turn help with the Sports set up, or they may confirm what to do next once the activation is complete.
 

You can find the relevant help here: https://www.bt.com/help/account-and-billing/manage-account/login-and-password

Lesley