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arj7
Beginner
133 Views
Message 1 of 10

Merge Accounts

Hi on my account there are two account numbers, one is from an old account and the other is my current. Can I remove my old account from this?

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9 REPLIES
Distinguished Sage
Distinguished Sage
120 Views
Message 2 of 10

Re: Merge Accounts

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Communityhelp (Private website) Lots of additional information and help.
You will need to be connected to your home BT Broadband connection to view it, or any links to it that I post on this forum.

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Moderator
Moderator
111 Views
Message 3 of 10

Re: Merge Accounts

Hi @arj7  You cannot remove the old account yourself so I've sent you a Private message explaining how you can contact the forum moderation team and we will help with this. 

Cheers
John

Community ModeratorJohnC
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Moderator
Moderator
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Message 4 of 10

Re: Merge Accounts

Hi @arj7 Thanks for sending over your details. I am unable to remove the old account from your BTID so I have had to raise this to our bt.com team to complete. They can take a few days but I'll update you as soon as I hear back from them.

Cheers
John

Community ModeratorJohnC
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Message 5 of 10

Re: Merge Accounts

Yes you can remove the old account. Just talk to the morderator or you can send a mail to them. They can remove the old account number from the account.

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Distinguished Sage
Distinguished Sage
63 Views
Message 6 of 10

Re: Merge Accounts

You may have failed to notice that the mods are already dealing with the problem.

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Moderator
Moderator
45 Views
Message 7 of 10

Re: Merge Accounts

Hi @arj7 the bt.com faults team have got back to me to confirm they have removed the old account for your BTID. Please can you login and confirm that all is ok now.

cheers
John

Community ModeratorJohnC
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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arj7
Beginner
39 Views
Message 8 of 10

Re: Merge Accounts

Hi I have logged in and the other account is still showing, it says 'account 1' now.

 

 

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Moderator
Moderator
27 Views
Message 9 of 10

Re: Merge Accounts

Hi @arj7 Thanks for checking that for me. I need some screen shots showing that the account you no longer need is still linked to your BTID. I have sent you an email if you could reply to that with the screenshots I will go back and get the fault re-opened.

Cheers
John

Community ModeratorJohnC
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Moderator
Moderator
16 Views
Message 10 of 10

Re: Merge Accounts

Hi @arj7 thanks for sending over the screenshot and the bt.com team have had a further look at this for you. 

They are unable to replicate the issue so can you please can you ensure you clear your cookies and cache and login to your BTID. If you are using the Mobile app please can you login on a laptop or pc and see if the issue persists.

Post back and let me know how you get on.

Cheers
John

Community ModeratorJohnC
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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