Account status and virus protection

[brivo1]

When I login into BT and check my account details in MyBT, it says I'm a service user not an account holder. I think this may be why I'm unable to access a 'Your security' tab to change to Norton antivirus. I've tried to explain this on the chat help but after an hour and a half I got nowhere. Can anyone advise me what my next step should be?

[NeilO]

Hi @brivo1 welcome to the community and thanks for posting, I'm sorry you didn't get this resolved when you contacted our live chat helpdesk.

A service user would indicate it's a BT ID used to access a BT email address, you most likely have another BT ID registered that has Account holder status, do you remember what that is?

Is there any account details shown when you're checking the Account holder status? 

Thanks 

Neil

[brivo1]

Thanks @NeilO . That explains it. I thought I'd combined the email and BT account at some stage (and the autocomplete on my laptop didn't help) but they were separate. I've recovered login details and now I'm getting that error message 'the resource you are looking for has been removed...'. Should be ok solving that as so many others have posted about it. Thanks again. 

[NeilO]

@brivo1 No problem, the error you're now getting means the BT ID is not in the format of an email address. You can change that to an email address by selecting Edit username in the profile section of your MyBT Account. Let me know how you get on.

Thanks

Neil