Unable to change BT user ID/email address

[cowshill]

I need to change my BT ID as my original email address is going away, so I followed the process online. However, after clicking ok with the new email address an error message flashed up on the screen.

The new email address didn't receive a message and I can still login with the old login information.  

So I tried the process again but now when I type the new email address and error comes up saying 'BTID username already exists, please try a different email address'.   

Checking my profile I find that my BT ID and contact details have not changed.

I have run out of patience attempting to actually get a real person by phone or via the non-functioning "Message now" button. I'm hoping I might get a response from BT here.

[gg30340]

Have you tried logging out of your MyBT and clearing the history and cookies from your browser, restarting the browser then trying to log on with the new details?

[cowshill]

I have now, but it doesn't help. Thanks for your reply anyway.

-Cowshill

[Peter_W]

Good morning @cowshill, welcome back to the Community.

If your account details are already active on the BT ID that's linked to your old email address, then it will need moving manually to the ID with the new email address by a member of our team.

If you try any of the contact options available here someone should definitely be able to assist with this, but I appreciate your hesitation if you've tried this already with no success. 

If you continue to struggle, there's also the option to raise this as an official complaint where a member of our team will take ownership and ensure you get things resolved. 

You can find all the details you need on this here:

Our complaints code of practice (bt.com)

Peter

[gg30340]

---

@Peter_W wrote:

Good morning @gg30340, welcome back to the Community.

---

I presume you mean @cowshill  and not me!

[Peter_W]

Thanks for the heads up @gg30340!

Updated that now 😊

Peter

[cowshill]

Update: I was able to reach a support agent by telephone (the Message button simply does not work for me. Absolutely nothing happens when I click on it.) Interestingly, the agent reported that from his side it appeared that everything had been correctly changed to my new email address. However, from my view on My BT everything still shows only the old email address, and I can only login using the old address. Trying to login with the new email address fails. Unfortunately, the agent was only able to suggest ways I might fix the problem - all things that I had already tried. He lacked either the knowledge or the authority to simply go in and fix the problem directly. So I will follow the suggestion to log a complaint (about the technical problem - not about the agent's failure to solve it), and I have hope that this will see the issue resolved.

[Peter_W]

Thanks for the update @cowshill, I'm disappointed to hear they couldn't get this sorted for you, but the complaints option will definitely be a good way to move forwards. 

Let us know how you get on too.

Peter

[cowshill]

Further update: I'm on MacOS and normally use Safari as my browser. It occurred to me that Safari can be somewhat idiosyncratic at times. So I opened Chrome and the Message button brought up a chat window imediately. I investigated filing a complaint and was quite disappointed to find there is no way to directly file a complaint other than by post. The only options are to open a regular chat or call the regular support number. I haven't done this yet, as I have to build up the motivation to deal with another regular agent and have to go through the whole song and dance again before they will raise it to a complaint. I'll go with the chat for starters. I'll let you know.

[cowshill · Accepted solution]

For anyone with a similar problem who come across this post looking for an answer, I have finally been able to get BT to fix this. Here is what I learned:

1) The problem of an attempt to change your BT ID failing and leaving you in limbo is definitely a BT tech problem and there is nothing you yourself can do to fix it. BT support has to be made to understand the nature of the problem and acknowledge that their tech people have to do the fixing. From one of my several online chats: "Thank you for explaining the issue and as I checked there seems to be an error on the BT IDs where the account number wasn't linked. I have raised the issue with the dedicated team now and they are working to get the BT IDs fixed for you."

2) Unfortunately, on this occasion the promised return call never happened and it didn't get fixed. I needed 2 more online chats and on the second one the person I was chatting with fixed the problem himself! It's possible that he could do it because the promised work had been done but had not been followed up on.

3) If the problem isn't fixed on your first attempt with BT, definitely open a complaint and give the complaint number on any subsequent contact with support. In my case opening a complaint didn't get the problem fixed right away, but it opened a trail that could be followed in future contact with support.

4) I much prefer working with BT support via online chat rather than a telephone call. By downloading the chat transcript you have a firm record of what has been said that you can refer to in future contact. Some tech support people are better than others. I find it sometimes takes a few contacts before getting the one who will really understand your issue and get it fixed. When you do to Contact BT on the website, the option for online chat does not necessarily appear right away, Always choose Tech Support as what you need and you will eventually get the chat option.

5) Once you are in chat, there is usually a wait of 15 minutes or more to get an agent. Take advantage of the time to enter in detail exactly what your problem is and what the status of the issue is. Saves a lot of time and agro if they can read this as soon as they come online.

6) Good luck!