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Stano
Beginner
1,239 Views
Message 1 of 13

I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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One of my bt Internet email sub accounts is telling me on the log in page that the email address isn’t recognised. 

Pits been doing this for a while. 

Help. 

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12 REPLIES 12
New_To_UK
Aspiring Expert
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Message 2 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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Is the error staring with “please check you have entered your username and password correctly and try again”? Or if not can you post the exact error?
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Stano
Beginner
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Message 3 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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Stano
Beginner
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Message 4 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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On the log in page I enter the email address..
Hit "Next" and the message
"Sorry, we don't recognise this email address" in red lettering appears.
That's as far as I can get.
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Andy_N
Distinguished Guru
1,186 Views
Message 5 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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@Stanowrote:
On the log in page I enter the email address..
Hit "Next" and the message
"Sorry, we don't recognise this email address" in red lettering appears.
That's as far as I can get.

Hi.

When did you last access the account?

Stano
Beginner
1,165 Views
Message 6 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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It's been a few months I would think
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Andy_N
Distinguished Guru
1,156 Views
Message 7 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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@Stanowrote:
It's been a few months I would think

Unfortunately that means the account will have been deleted. If the account isn't accessed for 90 days, then a further 60 days enable it to be reinstated - then it is deleted I'm afraid.

Stano
Beginner
1,149 Views
Message 8 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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Oh **bleep**.. Cheers Andy.
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New_To_UK
Aspiring Expert
1,138 Views
Message 9 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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Hi,
Hold up - it may have not been deleted yet. There is a different error for deleted addresses.

Are you sure about that error message specifically saying “We don’t recognise your email address” or does it say “We don’t recognise your details”?

I’m almost so sure the error message you are saying doesn’t exist so please could you check and post back?
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Stano
Beginner
1,124 Views
Message 10 of 13

Re: I keep being told one of my bt Internet sub accounts is not recognised so I can’t log into it.

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It definitely says "Sorry, we don't recognise this email address"
I spoke to a guy in the BT email department and he confirmed to me that the email address has been cancelled.
Sigh..
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