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timmynice
Newbie
754 Views
Message 1 of 9

Sorry, we don't recognise this email address.

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For the last week or so, maybe 2 weeks, I've not been email to access my btinternet.com email 

I get the message: Sorry, we don't recognise this email address.

I've tried logging on via yahoo, bt etc. But not having any luck. Any ideas please?

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8 REPLIES 8
TechFreak
Beginner
738 Views
Message 2 of 9

Re: Sorry, we don't recognise this email address.

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Seems to have been deleted or inactive for some reasons.

Did you not access your e-mail address online for a long time? 

The e-mail address becomes inactive or gets deleted for the following reasons though :

1. Not using the e-mail address online like logging into the same online via bt.com
2. If the account is closed and you still tend to use the e-mail address created then. BT E-mail service is a free service provided to broadband customers and so if the account is no longer with BT, you might have to pay for the e-mail service to use it.
3. If there's a mismatch in the server on which they are hosted and the server they are broadcasted.

 

You can contact the team and ask them to check if your e-mail address is deleted or inactive and ask if they can reactivate it if its possible. I'm sure they would either escalate the case to the back end teams or tell you what needs to be done.

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timmynice
Newbie
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Message 3 of 9

Re: Sorry, we don't recognise this email address.

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Spoke to support on the phone, apparently it's a common problem the engineers are aware of, and I've "got to wait it out for 2-3 weeks".

 

Wow!

Thankfully this isn't one of my most used, or important email accounts. 

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Sorry, we don't recognise this email address.

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Three questions.

1. Do you currently have a BT Broadband service?

2. How long ago was the last time you logged in to the address successfully?

3. Can you access your mail here

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timmynice
Newbie
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Message 5 of 9

Re: Sorry, we don't recognise this email address.

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No I don't use bt, signed up for the account about 15 years ago and have used it weekly since.

That link forwards me to the yahoo page after putting in the details on that link, then Yahoo tells me it doesn't recognise the email address
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Distinguished Sage
Distinguished Sage
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Message 6 of 9

Re: Sorry, we don't recognise this email address.

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Then in that case unless you have been paying £7.50/m for premium mail your email address will have been deleted.

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Distinguished Guru
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Message 7 of 9

Re: Sorry, we don't recognise this email address.

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@timmynicewrote:
No I don't use bt, signed up for the account about 15 years ago and have used it weekly since.


Hi.

Unless the email account is associated with a bt broadband account or a premium account, the email address can be deleted at any time.

What seems to happen is that BT run a clean up robot that looks for these types of accounts and deletes them. It clearly doesn't check them all but a subset as there are similar posts to yours that appear at times.

 

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TechFreak
Beginner
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Message 8 of 9

Re: Sorry, we don't recognise this email address.

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Shouldn't take 2-3 weeks.. they might need to escalate to the back end team to actually get things up and running for you in that case though
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Distinguished Sage
Distinguished Sage
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Message 9 of 9

Re: Sorry, we don't recognise this email address.

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@TechFreak wrote:
Shouldn't take 2-3 weeks.. they might need to escalate to the back end team to actually get things up and running for you in that case though

?????????

Did you actually read the thread, the OP isn't a BT customer.

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