on 18-08-2012 11h10
I wan to change my btinternet primary email address to another one, either my sub account address or a new one. I don't mind which. I've been trying for 9 days now to have this done, and BT keep saying they'll do it but they haven't.
Has anyone else tried to do this and if so have they actually succeeded in getting a new primary email address?
Solved! Go to Solution.
on 18-08-2012 11h12
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
Forumhelp (personal website) is back online with lots of useful info for BT customers. Some links may be out-of-date, but I will update them when I get time.
18-08-2012 12h58 - edited 18-08-2012 16h41
I just wanted to ask why it is that you want to change your primary email address?
As some of you will already know, when I first joined BT I could not use my BTinternet email address at all because it hadn't been setup properly. To recap, the UK based staff need to give the information to the BTYahoo staff, who are (I assume still) based in India, and sometimes a breakdown in communication can occur.
The bottom line is that to get anything about your email address changed will be a long tortuous process (I know, I've done it!) dealing with an India based call centre. It is a lot of hassle, so I'd advise you to think carefully before going down this route.
For example, if your having spam problems why not use Mailwasher to remove the spam? But I'm guessing here that your using a web browser to view your email? If so, why not consider using an email client such as Windows Live Mail (other email clients are avaliable) combined with Mailwasher. These are steps that you can do yourself, without having to deal with BT or an India based call centre, that will effectively help you to take back control of your email address from a spammer.
And to answer your question, it is possible to get your email address changed. It's just a lot of hassle...
Good luck, and please let everyone know how you get on.
on 18-08-2012 14h22
Thank you for your reply it is much appreciated.
Basically I want to change my primary email address as I've changed my surname following separation from my husband, and don't want any association with my old name which it was. I wish it was only spam I want to get rid of. Yes, you're right, I'm using webmail not outlook or similar.
Unfortunately I've already begun the long and tortuous process of getting my primary email address changed and am now on day 9 of frustrating emails, telephone calls with the call centre in India (or somewhere) Each time I talk to someone they assure me it will be done in 24 hours, 48 hours, by the end of the day..... I expect this sounds familiar to you if you've been there? Your comment about a breakdown in communication is perhaps an understatement! I've come to the conclusion they fully understand what I want but just aren't interested in seeing it through. All they want to know at the end of the phone call is if I'm happy with how they've dealt with my call. Well yes I am at the time, as they understand what I want, relay back to me what I want, but don't actually deliver. Promises, promises, promises.
I've now lodged a formal complaint to BT and am sure I'll get the usual responses about process, systems, blah blah blah...
Sigh. As you may guess I'm absolutely fizzing about it all!! I've already wasted hours of my life chasing it, just can't stop though - don't give up!! However, am pleased to know that someone has got it done, so I'll just keep trying and boy is it trying....
Rant over, I'll let everyone know how I get on!
From a very irate and now crabby mrs blobby
on 18-08-2012 16h37
Hi Mrs Blobby,
I do hope that you get somewhere with the Moderators. They are normally extremely helpful and are probably your only realistic way forward in getting this matter sorted out.
Regarding your dealings with India, have you been dealing with BT or the BTYahoo team?
It is only the BTYahoo team who can alter your email account settings. Has anyone from BTYahoo contacted you yet?
It sounds to me as if you have been dealing with a BT call centre in India. All they can do is forward your request to the BTYahoo team who will probably phone you. At this point you will be dealing one on one with someone who can actually change your account settings in real time. Until you reach this point nothing can be done.
I for one will be very interested to see how this story ends...
on 18-08-2012 17h13
Thanks for your reply and advice.
I expect I've been dealing with BT as am usually given their technical team number 0800 111 4567? One of the moderators directed me to the online form on the BT website which I've completed (again) so here's hoping.
How do you contact the BT Yahoo team? Do you know, does anyone? What is their number and are they based in India too?
I just want to change my primary email address, that's all, it's not much. The story continues...
18-08-2012 18h16 - edited 18-08-2012 18h16
Keith like all the rest of us are BT Customers the link he gave you was to the BT Care-Team who are the Forum Moderators and the only BT employees on the forum they are UK Based BT Specialists who will contact you personally by either Email or phone and take personal ownership of the problem until it is resolved
on 18-08-2012 21h53
Thanks for your message and I've rated your answer as helpful and also rated the earlier responses I've received too. Thanks for pointing this out to me, as I hadn't spotted the stars nor realised their significane, but do now.
Your reply has reassured me that my problem might actually get sorted this time, so I'll wait unitl the moderator contacts me. I've got my reference number from the request I submitted, so here's hoping...
I'll confirm on here when it's resolved and am keeping my fingers crossed for success!
on 18-08-2012 23h14
on 20-08-2012 17h27
It's done, it's finished, it's over!! I now have a new primary email address so many, many thanks to everyone who took an interest in and replied to my plea for help.
Grateful thanks to NM from the BT Support Team who so swiftly and competently made the required change for me today.
It was a tortuous process to get there, but once it went through to the BT team here, it was sorted almost immediately.
Happy, happy, happy endings!