Email display name incorrect in app

[CarolynG]

Hi, after spending a fruitless hour on Messages with BT yesterday, I'm hoping someone can help with this oddity.

A deceased family member had a BT email address, eg. joanne.bloggs@btinternet.com.

Upon her death, her spouse took over the BT billing and email accounts, but is still using the exact same email address.

In the Webmail interface, the Profile has been updated to show as the spouse's name, eg. Joe Bloggs. When an email is sent from Webmail, it correctly shows as coming from Joe Bloggs. So far, so good.

However, in the BT email app, the display name on the front screen, despite repeatedly being changed to Joe Bloggs, still keeps reverting to Joanne Bloggs. When an email is sent from the BT email app, the displayed 'from' name at the other end either shows as Joanne Bloggs or 'joanne.bloggs'. Very annoying!

Other than ensuring that emails are only sent from the Webmail interface, which rather defeats the object of having the BT email app, does anybody have any other suggestions of where 'Joanne Bloggs' might need to be updated to 'Joe Bloggs'?

Many thanks in advance 🙂

ETA: I've just checked in the Sent Items in the BT email app, and even the message sent from webmail shows as being from 'Joanne Bloggs', but at least it showed the correct name at the recipient end. All very odd.

[imjolly]

after the account holders death did the spouse contact BT and have the account changed into their name or did the spouse only change the banking details?

in normal circumstances you cannot change the name of the account holder but it is possible where spouse/account holder  dies then the partner cab get account changed into their name which is correct way 

[CarolynG]

Thank you for your response 👍

Yes, following the death, the account was changed into the spouse's name, so billing etc is now all under Joe Bloggs.  There was no need to change the banking details as payments are still being made from the same bank account.

It's just the email account that seems to be playing silly beggars! 🙄

[licquorice]

An email address is an email address, you can't change it it's unique. You can only create a different email address.

97 high street can't suddenly become 79 high street.

[CarolynG]

Thank you for responding, but you have missed the point.

It's not the actual email address that needs to be changed, it is the displayed profile name that is incorrect.

i.e. email address is 'joanne.bloggs@btinternet.com'.

Displayed name should now be 'Joe Bloggs', but still sometimes incorrectly shows as 'Joanne Bloggs'.

[licquorice]

That will be specific to the app and device you are using.

I.e there is no one place to change it, you need to change it on each device and app that you use to send emails.

[CarolynG]

Well, apart fom the fact that an account holder's profile details should, frankly, be consistent for that profile, regardless of the app/device used (Gmail manages it, but sadly BT is clearly lacking in this regard)...

As I stated in my original post:

"in the BT email app, the display name on the front screen, despite repeatedly being changed to Joe Bloggs, still keeps reverting to Joanne Bloggs."

That is the issue. When the photo is tapped and the 'edit' screen appears, the display name shows correctly. The front screen then shows the correct name for a while, but then after a while, the app just randomly reverts the display name back to the original name. So the photo is tapped to go into the 'edit' screen, and the name is correct. Repeat ad infinitum.

There must therefore presumably be yet another setting deep in the bowels of the account holder's profile somewhere, where 'Joanne Bloggs' is still stored.

[licquorice]

The displayed name is unique to a device/app combination. That is the same whether it is BT email, Gmail or any other provider.

For avoidance of doubt, Gmail behaves in exactly the same way. 3 emails sent from my Gmail account, one from the Gmail app on my phone, one from Outlook2010 on my PC and one from webmail all arrived with the different name configured on the sending method.

The BT mail app is dire, I recommend you uninstall it and install a better app such as Blue mail.

Are you actually talking about an app (client) or webmail?

For avoidance of doubt, Gmail behaves in exactly the same way.

[CarolynG]

Hmmm. My Gmail account synchronises across all devices, but in all honesty I've never tried displaying my name differently across different devices/apps, why would I?

I agree that the BT email app is awful!

When I say 'webmail', I mean using BT email on the internet at email.bt.com.

In any event, the app still randomly changes the display name on my device (I am an Account Manager for the BT email account). So regardless of it possibly being set up differently across different devices, the issue remains that it doesn't show the correct name when sending on the app on my device.

[licquorice]

As mentioned previously, try Blue Mail.

As far as webmail is concerned, yes, your profile name should be consistent across any browser and any device.

Are you logging in via different route when the name changes? I.e selecting email after logging in to MyBT as opposed to logging in directly.