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Kevin37
Aspiring Contributor
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Message 11 of 17

Re: Impossible to set up BT Premium Mail

Thank you for various contributions.  Private message received from @DavidM and replied to!

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petewalburn
Aspiring Contributor
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Message 12 of 17

Re: Impossible to set up BT Premium Mail

Unfortunately, I still have not been moved to BT Premium Mail. My email is working fine at the moment, but I still get a message saying that my access will stop on the 08/06/2019.  I have had many calls from BT Support, and nothing ever changes apart from them telling me that I will not lose my email.  

I was expecting a call yesterday, between 6 pm and 8 pm, and so stayed in so that I could access the computer.  But, of course, no call came at all. So, my confidence that my email addresses are going to be kept is absolutely zero.  I was also told that since I moved to PlusNet, the BT Premium Mail would be free of charge!

There is no option to select Move to Premium Mail on my account pages.

 

Pete Walburn

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DavidM
Moderator
Moderator
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Message 13 of 17

Re: Impossible to set up BT Premium Mail

Good morning @petewalburn and thanks for posting.

 

I'm really sorry you didn't receive your call back as promised. @NeilO  has picked up your case and will be in touch to let you know what the best options might be to get this sorted. He's in the office later today so I'll make sure he's aware of your post.

 

Cheers

 

David

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NeilO
Moderator
Moderator
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Message 14 of 17

Re: Impossible to set up BT Premium Mail

Hi @petewalburn I'm sorry you we're not called back yesterday. Most departments closed at 6pm yesterday due to the bank holiday and I apologise that a call back was promised and not kept. I'm afraid this is not something I can fix and your case is with the correct team of specialists in premium mail and I can see they have raised a fault to programmers as its a system issue on our side preventing the registration.  I'll chase up the premium mail team for you today requesting they get in touch  ASAP.

With regards to it being free this is not a BT policy, I appreciate that you're moving to Plusnet who are part of the BT group but they operate as a separate business and it is not a service BT provide free to Plustnet customers.

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petewalburn
Aspiring Contributor
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Message 15 of 17

Re: Impossible to set up BT Premium Mail

Well, I was told yesterday that I would receive  call today between 12:00 and 2:00 pm.  So I've waited in (yet again) and no call has happened.  I actually do have other things that I have to do, so am unable to stay at home all the time.  I do wish that they would not promise to call me at certain times and then not bother to call at all.   It seems absolutely crazy that they cannot simply move my account to Premium Mail.  I'm sure it is not a major issue for them to do this.

 

Anyway, I have to go out now, so who know when (or if) I'll receive a call.  Is there an ombudsman that I can make a complaint to?  This has been going on for a long time now!

 

Peter Walburn

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Kevin37
Aspiring Contributor
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Message 16 of 17

Re: Impossible to set up BT Premium Mail

Thanks to the assistance of @JohnC2 my email account issue was resolved temporarily in April without moving to Premium Mail.  However I have now had the formal notification on my account that it will be ceased at the end of September.  Attempts to move to BT Premium Mail are so far proving difficult - I await another call from the Server team later today. 

On the positive side, when I refused to give remote access to my PC, the helpdesk didn't seem suprised and talked me through the weblinks - which all failed to work!

On the negative side, in the process of trying to order BT Premium Mail, I was forced to change my BT ID/Email password (it was already a strong password) which has created problems with accessing my email accounts via various email clients - this appears to be a current hot topic on the message boards.  Like others I still have access to BT Yahoo webmail.

I will await the callback from the server team, and then if necessary seek assistance again via this forum.

Kevin

 

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Kevin37
Aspiring Contributor
519 Views
Message 17 of 17

Re: Impossible to set up BT Premium Mail

Update to my last post on 21 August 2019.

The server team did not phone me back as promised - given other email issues that seemed to be occuring at the time that is perhaps not surprising.

I attempted to place the order again online on 27 August without success.  However the issue was solved by the helpdesk resetting my BT password which then allowed me to place the online order.  I did make the comment that it would be useful if other call agents knew this process.  The website also needs to be updated accordingly.

Over the same period, the problems being experienced with accessing BT Yahoo from an email client (such as Outlook) seemed to sort themselves out.

Kevin

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