email address disappeared from my account

[RobbieMac]

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@JohnMutley_65 wrote:
Thanks again for that info, will try again in a day or two if I can find password.

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Hi @JohnMutley_65

Thanks for your posts and welcome back!

I am sorry for the email problem you're having.  If you're still having difficulty with the mailbox/password after a day or two post back as we can give you a hand from here too if needs be 😊

All the best,

Robbie

[JohnMutley_65]

Thank you Robbie for your kind offer, I am drawing up a list of all the passwords I have used and am going to try them out.

[JohnMutley_65]

I have tried my best but am still puzzled as to what I have done.

I am still receiving emails to the missing email address, so it still does exist (it is still not showing in "MyBT" when I click on "Emails")  I tend to use "Outlook" mostly and my BT and Gmail email addresses are linked to Outlook so my BT email arrives there but I cannot send one from my BT email address.

Hope the above makes sense 

[NeilO]

Hi @JohnMutley_65 have you tried to follow the forgotten password process on the BT email login page?

Thanks

Neil

[JohnMutley_65]

I did try that before Christmas and it confused matters even more.
Despite that I have just done it again as you suggest, followed the "forgotten password" onscreen instructions and received onscreen message my password has been updated, but I believe I have only changed yet again the password to my BT account, as I have just checked my active emails, still only 2, that main one is still missing?

[NeilO]

@JohnMutley_65 Thanks for trying that, I've sent you a private message so you can send over your details to the moderation team and we'll be happy to look into this for you.

Neil

[DanielS]

Hi @JohnMutley_65,

Thanks for sending your message in to us.

I called you today but missed you.

Can you let me know what time suits for a call later today?

Thanks
DanielS

[JohnMutley_65]

Hello Daniel,
I am now free for rest of the day (hopefully), I have just had a text from BT giving me a 4 letter code, but I don't know what that is for, I have just logged into "MYBt" successfully?
John.

[DanielS · Accepted solution]

Hi @JohnMutley_65,

Thank you for taking my call.

I'm glad that I was able to get the email address back in the list view that you had beforehand.

When you changed the password, we moved the email onto a MyBT of its own. This made is disappear from the way you have been viewing your emails normally. It's how our system is designed so it was not your fault. I corrected this for you which put the email back onto your MyBT which is why you can see it again.

Take care and have a great day.

Thanks
DanielS