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Distinguished Sage
Distinguished Sage
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Message 11 of 20

Re: linking premium email to new bt broadband account

Obviously you will know the answer to this, it may be that your email account was initially set up under another BT Broadband account, ie a parents broadband account, and was not "gifted" to you and the "gifting" process carried out and and as a result it never had its own BTID/MyBT in order to manage it.

When you set up your email account for the first time was it part of the BT Broadband package and did you set up a BTID in order to manage that email account through your own MyBT?

When you log onto your MyBT of the BTBroadband package it was set up on is the email account shown in "Your Products" then "Mail, manage" and is so what status does it show it as.  If it was set up and associated to a BTID you will need to unlink it from that BTID/MyBT.

 

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Aspiring Contributor
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Message 12 of 20

Re: linking premium email to new bt broadband account

Thanks for the ongoing support!

I'm not really sure what to answer

I originally signed up to bt probably in tha dial up modem days priot to the concept of 'My BT' !

According to my BT login page possibly 'my BT' I find I can only login with my premium email address and password. If I try and login with my newly created bt internet address I can get into an empty email page corresponding to the new email but can access no other data.

Back to my usual login and I can get details for 4 different BT accounts!

1 existing premium mail account

2 latest broadband and home phone account(active for 2 months)

3 defunct account

4 defunct account

Most people would recommend getting in touch with BT again-well after 4 long phone calls-the latest of which followed my making a complaint I thought I would ask on the forum for advice and to see if anyone else had the same problems!

All Bt need to do is switch off my billing for Premium email and I'll be a happy bunny!

Anyway time for a glass of wine...

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Aspiring Contributor
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Message 13 of 20

Re: linking premium email to new bt broadband account

Following my last reply the status of email on my current broadband package is listed as 'Standard' and the associated address is the new one created today which has yet to be used...

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Distinguished Sage
Distinguished Sage
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Message 14 of 20

Re: linking premium email to new bt broadband account

i think you have "confused" the system with using the same details for your old and new broadband accounts which has in effect meant that your email account is associated to a BTID so it can not be imported into another BT Broadband account.

I doubt there is anything any of the forum users will be able to do to sort this out so I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

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Moderator
Moderator
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Message 15 of 20

Hi @mikeswift sorry you haven't been able to move over th...

Hi @mikeswift sorry you haven't been able to move over the email address(s). I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to help you get this completed. 

Cheers

John

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Aspiring Contributor
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Message 16 of 20

Re: Hi @mikeswift sorry you haven't been able to move over th...

For the benefit of those following this post, I have been asked (privately) to seek help from bt via their moderator. I have been asked to restate my problem (yet again). This I have done and am waiting to hear from the BT team.

However I have had three further emails from BT -the first promoting me to 'newbie' and then to 'beginner'

This morning I have been emailed to ask if my problem has been solved. Give me strength!

To be continued....

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Distinguished Sage
Distinguished Sage
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Message 17 of 20

Re: Hi @mikeswift sorry you haven't been able to move over th...

You were offered help from the moderators in message 15 of this thread so it is hardly private. What you were asked privately was to provide the details of the problem because it will contain information that you would probably not wish to post on a public forum and the information forms part of an audit trail for complaints being dealt with by the moderators.

The messages you received from the forum about being "promoted" and asking if your problem was solved are automated emails send out because some people apricate being "kept in the loop".

 

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Aspiring Contributor
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Message 18 of 20

Re: Hi @mikeswift sorry you haven't been able to move over th...

Yes I'm sorry. you are quite right. I didn't express myself very clearly. However I didn't expect automated emails to be sent to me before any contact from the BT team!

Do you think that being promoted to a newbie and then a beginner makes me fell any better? Yes I am new to this forum and perhaps this just means I am a new member!

Anyway I'm not here for a moan  just a resolution to my problem. I would like to keep this thread open until a resolution is achieved. Mike Swift

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Distinguished Sage
Distinguished Sage
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Message 19 of 20

Re: Hi @mikeswift sorry you haven't been able to move over th...


@mikeswift wrote:

Yes I'm sorry. you are quite right. I didn't express myself very clearly. However I didn't expect automated emails to be sent to me before any contact from the BT team! Unfortunately the automated system was set up when time scales for dealing with problems were different to what they are now due to the pandemic.

Do you think that being promoted to a newbie and then a beginner makes me fell any better? I have no idea if it makes you feel any better or not but that is how most forums work. Yes I am new to this forum and perhaps this just means I am a new member! 

Anyway I'm not here for a moan  just a resolution to my problem. I would like to keep this thread open until a resolution is achieved. Mike Swift The thread will not be closed until you or a moderator marks it as solved.


 

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Aspiring Contributor
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Message 20 of 20

Re: Hi @mikeswift sorry you haven't been able to move over th...

Update

 

One of the moderators,David, has corresponded with me privately and has managed to link my existing email account with my broadband account and switched off the billing for the premium email. For this I am grateful. However it has not been entirely without effort on my part. Contacts with BT chatline and phone lines to no avail. Nearly 20 messages on BT community forum. Various messages privately to moderator.

This was a trivial problem-to switch off my premium email- I really feel this should have been managed by BT from the outset.

My moderator has agreed to keep the thread open until the next billing cycle to confirm that all necessary changes have been made.

My advice to others would be to try and get a moderator involved at the earliest opportunity-they seem to know how the system works and sort out problems at the BT end-Thank you

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