Try these instructions instead.
Following moving from BT Broadband to another supplier I wanted to keep my btinternet email addresss.
Having just wasted a lot of time trying to get this sorted out, this how I got it sorted out.
THE FOLLOWING DOES NOT WORK:
1) The BT website options do not work. The web page is not set up for chrome. When using internet explorer it just came up with "problem with account" when I tried to log in.
2) Ringing 0800-633-5335 - option 3 - the operator (David) did not really know what he was doing and I got nowhere. In the usual BT way was very polite and the same time completely unhelpful.
THE FOLLOWING WORKED:
In the end I rang 0800-633-5335 option 2. I got through to someone called "Sid".
He eventually took my mobile number and rang through to another department to "downgrade" my email. This is a requirement of BT before upgrading to BT Premium email.
Sid rang me back and said it was all sorted and that the charge was £ 1.54 per month. Therefore my emails and the email address would be preserved.
He said there was a fault with the system in which a password change would be asked for. He said to ignore this - for this situation password change is not required.
Sid then said that billing would be separate and could not be included on a BT bill. Therefore bank details were required.
This didn't sound too good, however I didn't have much choice.
When logging into my email I then got this message:
Service Change Thank you for changing services. With this service change, you will be receiving the following level of service: PRODUCT LEVEL OF SERVICE Mailbox Storage Unlimited primary, Unlimited sub Photo Storage Unlimited Number of Sub Accounts 10