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R0bbb
Beginner
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Message 1 of 6

email account deleted ?

My sons email account apparantly has been deleted,even thogh he can still reset his password (as if the email address still exists) he cant get into his account.I am a BT broadband customer and have been for some years now but int he last few months we went onto BT infinity (not sure if this has any relevance) but now his mail address is no lomger showing as an email address on my extras in my account .Any ideas on recovering this account?

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: email account deleted ?

Is your son's account a sub-account of yours and if so what email system are you on, is the account with BTMail or BTYahoo? If you are not sure use this link to find out.

 

http://diagnostics.bt.com/login/?workflow=EmailChecker

 

If its BTYahoo can he try using this link to log in

 

https://login.yahoo.com/config/mail?.intl=uk

 

If it's BTMail try this link

 

https://signin1.bt.com/login/emailloginform

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R0bbb
Beginner
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Message 3 of 6

Re: email account deleted ?

My account is with BT mail and yes it is a sub account 

The diagnostic checker for bt mail account confirms mr personal email is ok but if I enter my sons address I receive a massage There would appear to be a problem with your email account.

If it has been deleted I nevber received any mention of it but really if possible he would like it restoring,I would have thoght it was possible to restore an account especially as it allows you to change the password ,but when the password is changed on logging in the message from 

https://signin1.bt.com/login/emailloginform

is :

 

 

We've detected a number of failed log in attempts on your email account

Don't worry, failed log in attempts are generally caused by an incorrect password being used. Maybe you've recently changed your password and forgotten to update it in a mobile device, tablet or email program that you also use for your email.

For your personal security, we'd like you to change your password again but before you do this we need you to turn off any other device (mobile, tablet or laptop) that you may also use to access your email and which may have an old password.

Once you've done this, you're ready to change your password but remember after you've changed it, it's very important that you then update each of the devices you use to access your email, with the new password you've chosen. For more information visitwww.bt.com/help/multiplelogin

If you've already been through this process and are seeing this message again, it's possible that your account may have been compromised. It's therefore very important that after completing these steps, you follow the advice at www.bt.com/secure.

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: email account deleted ?

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. Once you have replied to them by the link, it can at present take up to five working days for them to re-contact you.


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R0bbb
Beginner
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Message 5 of 6

Re: email account deleted ?

OK that's great , thank you.

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Moderator
Moderator
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Message 6 of 6

Re: email account deleted ?

Hi @R0bbb

 

Welcome to the forum and thanks for your post!

 

Sorry that you're having problems accessing your Son's email address as a sub address on your account.  Send over your details so that we can give you a hand sorting this out from here.

 

Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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