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Kochanski
Beginner
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Message 1 of 5

Unhide Extra after 7 days wait for BT to phone

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My new Broadband was active on Feb 3 but I was unable to create my email address. I created one for my wife but next, the email extra options became hidden. I am the Primary ID and it should show in the Extras. But it does NOT show. My case is supposed to have been elevated and I still await my phone call from the BT email team. I have phoned help again and yesterday was told the case was elevated to a 'priority' case. All I want to do is create TWO email addresses! I cannot get beyond level one helpline to someone who can UNHIDE my Email Extra in my Primary ID account.

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Distinguished Sage
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Message 2 of 5

Re: Unhide Extra after 7 days wait for BT to phone

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I have asked a moderator to help you
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Moderator
Moderator
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Message 3 of 5

Re: Unhide Extra after 7 days wait for BT to phone

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Hi @Kochanski,

 

Welcome and thanks for posting. Your best bet would be to stick with the escalation but if you don't hear anything by the weekend please post back and we'll be happy to check what's happening with it for you.

 

Cheers

 

David

Community ModeratorDaveM
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Kochanski
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Message 4 of 5

Re: Unhide Extra after 7 days wait for BT to phone

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Great to have some result! I will tough it out waiting for the phone to ring. Thanks.
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Moderator
Moderator
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Message 5 of 5

Re: Unhide Extra after 7 days wait for BT to phone

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HI @Kochanski,

 

Thanks for taking my call today. I'm really sorry it took so long to get to the bottom of this but it appears an old email account was causing the problem on a backend system. Once we cleared that up everyting else was sorted. Post back if you have any further problems.

 

Cheers

 

David

Community ModeratorDaveM
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