We live in the sticks and can't get BT broadband. Up to a year ago we were paying for the Premium Mail service but then to save the £7.50 a month we added our email accounts to our daughters BT broadband account. She is now moving house and has canceled her BT broadband and will not be renewing it at her new property. I received a copy of an email from BT acknowledging the cancellation and the email stated that she would lose het email accounts after 60 days.
I phoned BT on Friday to try and get Premium Mail re-instated but was told because the emails were now assigned to our daughter and she had to get them released. So yesterday I called in to see her, she phoned BT who guided her through the process of releasing them and BT told me that "all" I had to do was to log in to My BT and import them. Unfortunately I don't seem to have this option, so I phoned BT (all three calls to BT were very helpful by the way - plaudits), but unfortunately it appears that the "import email" is only an option if you have a BT broadband contract!!
As I said the gentleman I spoke to was very helpful and more or less suggested I didn't need to worry and I wouldn't lose the email addresses provided we kept using the accounts. However after having the addresses for 20+ years we're both very worried that we could suddenly end up losing them "the computer says no!"
Is there any way around this apparent Catch 22 situation?
If you are not a BT customer, you can not import the email accounts because you do not have BT account. As you said, Catch 22.
Your daughter is now the BT Premium Email customer and custodian of your email accounts because they belonged to her BT Broadband account after you transferred them to her.
There are a couple of things you may be able to do other than becoming a BT Broadband customer.
1) You could "use/inherit" your daughters BTID/MyBT which effectively means it becomes your account, albeit you can not change it into your name/address but you may be able to change the billing Direct Debt to your bank account so that you are paying the bill or if you can not change it, set up a standing order to pay your daughter the fee.
2) Your daughter could cancel the BT Premium email account. This will cause your email accounts to be downgraded to the BT Basic email. The BT Basic email only allows access to the email account by using a web browser and not by using an email client or email app such as is used on a mobile device.
This might be sufficient for your needs.
Thanks again, but as I said I did speak to them but they just said more or less "don't worry"...but didn't really seem to be able to reconnect my account.
I am worried!
Hi @alchad sorry that you are experiencing problems with getting the Premium Mail account set up. Could I ask you to try calling the Premium Mail team again and tell them you want to set up a new Premium Mail account as they are able to set this up for you.
Post back and let me know how you get on.
I've tried phoning the supposed direct line given above but seem to get routed via the options back into the normal BT phone queue - am currently on hold but wondered if that phone number is no longer valid as the first message is "listen carefully as the options have changed"??
Hi @alchad thanks for trying again I appreciate that and sorry they didn't sort this for you. I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to help you with this.