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Beginner
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Message 1 of 13

Problems cancelling Virus Protect and changing to Bt Premium mail

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We have had numerous problems cancelling our BT service since we changed providers on Feb 19th 2019. On the last call we managed to get it sorted out and the bill cancelled and were told we could cancel the Virus Protect online. I cannot see how we can do this there is no facility for it anywhere and I am unwilling to sit waiting for an answer on the phone, trying to get someone to understand after all the trouble we’ve had so far. We also need to change to Premium Mail -again there is no facility to do this online at all even though it says there should be. I really want to get this wrapped up-it’s all very draining to keep dealing with call centre staff who constantly have problems understanding the situation. Can someone based in the UK help sort out both these issues for us please?
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Beginner
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Message 2 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Now they have charged AGAIN for Virus protect when the last phone call should have cancelled it
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Distinguished Sage
Distinguished Sage
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Message 3 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 24 hours for them to contact you. They will do this by posting on this thread.

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Moderator
Moderator
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Message 4 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Hi @Linsey73 ,

Welcome to the community and thanks for posting. I'm so sorry you're having so many problems getting these issues sorted. I'm assuming you've already spoken with the Premium Mail help desk on 0808 100 6778. If that's the case and you're getting nowhere I'll be happy to step in and lend a hand. I've sent you a Private message explaining how you can contact the forum moderation team.
Check here: https://community.bt.com/t5/notes/privatenotespage

Thanks to @gg30340 for bringing this to my attention.

Cheers

David

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Moderator
Moderator
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Message 5 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Hi @Linsey73  The email team have made some changes and you should be able to set up Premium Mail now. Please can you try and let me know how you get on. 

I'll sort out the Virus Protect once the Premium Mail account is set up.

Cheers
John

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Beginner
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Message 6 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Still no option appearing to set up the Premium Mail on the account I’m afraid-I’ve been into manage email and also tried through the order page and it still says I need to change my password before I can do anything-which I don’t want to do! Sorry!
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Distinguished Guru
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Message 7 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Hi @Linsey73,

I am sorry to see that it still won't let you set it up. @JohnC2 is out of the office until tomorrow afternoon. I'll speak with him about this then and get it set up for you.

Thanks

DanielS

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Moderator
Moderator
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Message 8 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Hi @Linsey73  the Premium Mail account is now set up. Have you been able to add it to your existing BTID or create a new BTID so you can access the bills and set up the direct debit?

Cheers
John

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Beginner
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Message 9 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Hi John,

The mail appears to be all ok, but can’t seem to set up the DD yet-I’ve been able to use the same BTID for my account and can log onto my husband’s email as well but using his BTID, presumably they are linked still? I’ll try again with the DD and let you know!! 

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Moderator
Moderator
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Message 10 of 13

Re: Problems cancelling Virus Protect and changing to Bt Premium mail

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Hi @Linsey73  thanks for posting back. I've checked the steps to add another account to the BTID on mine.

Log in to BTID
Click on Settings
Then click on Account
Scroll down and the option to add account will be available and you can input the Premium Mail account number. Once this is done you should then be able to set up the direct debit.

Cheers
John

 

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