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Beginner
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Message 1 of 11

Cannot reset email password going round in circles

I've forgotten my btinternet password but when trying to reset it I'm told my security details are incorrect!! How can reset it?
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10 REPLIES 10
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Moderator
Moderator
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Message 2 of 11

Re: Cannot reset email password going round in circles

@kegreen Have you tried resetting it via this forgotton password link?

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Beginner
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Message 3 of 11

Re: Cannot reset email password going round in circles

Yes, many times, I've entered my date of birth, postcode and security question but it says the details entered are incorrect.
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Moderator
Moderator
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Message 4 of 11

Re: Cannot reset email password going round in circles

@kegreen sorry about that, when was the last time you accessed the email?

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Beginner
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Message 5 of 11

Re: Cannot reset email password going round in circles

A few months ago I think on a different device, tried to set up on a new phone and computer but don't know the password and can't reset it.
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Moderator
Moderator
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Message 6 of 11

Re: Cannot reset email password going round in circles

Hi @kegreen It may be that the email address has been deleted due to inactivity or it could be that there is an error in your security answers that have been stored.

If you send us your details we will be happy to check what is causing this problem. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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Moderator
Moderator
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Message 7 of 11

Re: Cannot reset email password going round in circles

Hi @kegreen,

I sent you a text and tried calling you today but I didn't reach you. I need to speak with you about the security questions and answers before being able to reset anything for you. I'm out of the office tomorrow but I am here Friday-Monday. I'll be here today until 12 noon.

Thanks

DanielS

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Beginner
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Message 8 of 11

Re: Cannot reset email password going round in circles

Thank you for trying to call me, its difficult to answer the phone during the day whilst I'm in work.
Hopefully you'll try again and you'll get me!!
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Moderator
Moderator
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Message 9 of 11

Re: Cannot reset email password going round in circles

Hi @kegreen,

Thanks for posting back to me. I am sorry that no one responded to you sooner. I was out of office early on Wednesday and back today. I called you again today but missed you. I will be in the office both Saturday and Sunday. Are you free for a call on either days?

Thanks

DanielS

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Beginner
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Message 10 of 11

Re: Cannot reset email password going round in circles

Thanks I'm at home both days.
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