When you say you "upgraded" were you previously a BT Broadband customer and if so what did you "upgrade from and to?
If you have only been a BT Broadband customer for four weeks I am surprised that you have been able to set up a BTMail email account.
From 26 October 2022 BT Email is no longer offered to customers who take BT Broadband packages. For customers who have not already set up the service, the option to do so will no longer exist in MyBT. Existing BT Broadband customers who already have a BT Email service activated, can continue to use it as they do today including the ability to create additional email addresses up to the 11 permitted.
Was your email account set up prior to the above date such as on a parents broadband account and if so is that BT Broadband account still active?
