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JHJH
Beginner
1,164 Views
Message 1 of 8

Email account has been suspended but password reset is not working

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Hi everyone, I hope someone can help me, my BT Yahoo email account has been suspended and I am unable to reset the password.

When I try to reset my password. there are three security questions (Date of Birth, Postcode, Mother's maiden name) that don't seem to work with any of answers that I think should be right. I've tried multiple times on PC and mobile. I've also tried putting a space in my postcode and tried to spell names differently but it hasn't worked.

Any advice or ideas to get me some help would be great, thanks!

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7 REPLIES 7
gg30340
Distinguished Sage
Distinguished Sage
1,143 Views
Message 2 of 8

Re: Email account has been suspended but password reset is not working

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Are you a BT Broadband customer or are you paying for your email through a BT Premium Email account and if neither of them is your BTYahoo email account associated to some other person's current BT Broadband account?

If your email account is a sub-account of the main email account when resetting the password you must use the security question of the main email account.

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JHJH
Beginner
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Message 3 of 8

Re: Email account has been suspended but password reset is not working

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I am a BT Broadband customer, I don't think my email account is a sub-account as far as I'm aware. I've tried answering the security questions with my personal info and also tried other family members' info but nothing seems to work. Thanks for the reply.

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gg30340
Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: Email account has been suspended but password reset is not working

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If you call BT 0800.800.150 they should be able to reset your password for you. It may mean that they will have to send a PIN code to your mobile phone or to the registered address of the BT Broadband account holder.

When you phone them have your BT Broadband account number handy just in case you need it.

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CALBABS
Beginner
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Message 5 of 8

Re: Email account has been suspended but password reset is not working

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Hi if you contact BT they will check the email is linked to your BT Broadband account and if it does they will then be able to check for any mismatch of the security questions for you. hope this helps

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JHJH
Beginner
1,079 Views
Message 6 of 8

Re: Email account has been suspended but password reset is not working

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Problem Solved!

I phoned the 0800 number and a very nice lady called Tracy helped me to reset my password.  I can get on my email account once again! Thanks for all the advice!

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BML
Contributor
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Message 7 of 8

Re: Email account has been suspended but password reset is not working

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I tried that as I'm having the same problem and they could not sort the problem out and now I have to wait for them to send me a pin number by mail.
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BML
Contributor
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Message 8 of 8

Re: Email account has been suspended but password reset is not working

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I'm also having the problem where Main Line telephones are unable to contsct my Mobile Phone possible as a result of BT closing my system down.
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