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robillino
Aspiring Contributor
419 Views
Message 1 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

I also have this same problem.

After following instructions to enter personal details, create a BT ID for an affiliate account details, reset password screens then the whole dialog ends with a red error banner with an error message saying "

Sorry, something went wrong.

Please try again.

"

I have had no access to my primary email account now for 10 days, I have raised the issue with BT support via Chat (twice) and via phone 0800 111 4567 and I have a BTIR problem record but nothing has been picked up by back end email team. 

Can anyone at BT help please? I do not have an actual BT account and it seems I am only known as an email address.

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10 REPLIES 10
DanielS
Moderator
Moderator
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Message 2 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

Hi @robillino,

Welcome to our Community.

We can look over your account and email and find out what's happening for you. I'll need some info from you so I'll drop you a private message. One of my team will then be in touch over the next couple of working days.

Thanks

DanielS

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robillino
Aspiring Contributor
277 Views
Message 3 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

Hi DavidM,

You replied to my post but replied in the text to someone else. Is this for me? 

Hopefully you might be good enough to chase this up and to ask the back end email team if I can have access to my email account back again?

Many thanks for any help you can provide.

Thanks & regards,

Robin (@robillino)

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licquorice
Distinguished Sage
Distinguished Sage
268 Views
Message 4 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

Did you respond to the PM that @DanielS  sent you? See message 2 of the thread.

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robillino
Aspiring Contributor
264 Views
Message 5 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

Yes, I did reply to PM from @DanielS 

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licquorice
Distinguished Sage
Distinguished Sage
256 Views
Message 6 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

Then the mods will get back to you when your case reaches the top of their queue. The mods are a very small team and deal with cases in strict order of receipt.

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DavidM
Moderator
Moderator
252 Views
Message 7 of 11

Re: Email account suspended for suspicious activity. Cant access email or MyBT

Hi @robillino ,

Thanks for the reply. It looks like the post I replied to was moved so I'll delete that one to clear things up. I can see @RobbieMac has picked up your case and has raised it to our specialists. I'll let him know you've posted and he'll get back to you soon.

Cheers

David

robillino
Aspiring Contributor
210 Views
Message 8 of 11

Do the BT backend email team exist?

Has anyone ever had direct contact from "BT backend email team" ? Do they even exist? 

MY btinternet.com email account stopped working on 7th Oct and after I've raised a support problem twice through BT chat support twice, phone support twice, and through two moderators on BT Community, all of whom are very friendly and helpful, I still have not heard anything at all from this fabled backend email team. 

Twenty days now without my primary email account and life is definitely more difficult than it should be.

 

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gg30340
Distinguished Sage
Distinguished Sage
174 Views
Message 9 of 11

Re: Do the BT backend email team exist?

I have added your post to your original thread and asked the moderators if they can give you an update.

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RobbieMac
Moderator
Moderator
161 Views
Message 10 of 11

Re: Do the BT backend email team exist?

Hi @robillino 

I am really sorry for the time this is taking to resolve.  I'll chase this for you first thing in the morning and I'll have an update for you then.

Thanks,

Robbie

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