Help - need to change my Email password

[Clomas90]

I need to change my @btinternet.com email password because I am worried someone has used my details fradulently. However, I cannot for the life of me work out how to simply do this?!

I don't have a BT ID as my email address is years and years old, we no longer have BT wifi at home and it was originally set up at my parents house well over a decade ago.

Therefore, I cannot even set up a BT ID account.

I just want to change my email address password.

Can anyone please help? 

Thank you.

[licquorice]

Do you not get the option to change your password if you click on your user name (email address) in the top right hand corner of the webmail screen and select account info?

[Clomas90]

No unfortunately not, there's no option to at all. Not even in 'settings' or 'account info' - terrible

[Christopher_G]

Hi @Clomas90 

If you're having problems resetting your password through webmail, I recommend speaking with our technical support team so that they can look into it further and help you get it reset.

Chris

[Clomas90]

Hi Chris,

Thanks for your message. Unfortunately I cannot, for the life of me, get through to anyone on on the live chat because there is no option to simply get help with resetting my email password. It's all to do with accounts, billing etc.

As explained in my original note on the noticeboard my email account has been in existing for over a decade. I don't have an "account" with BT, so I can't give any 'account number' or details like that because I don't have them.

Can anyone help??

[Peter_W]

Hey there @Clomas90 😊

I've had a check of our Webmail login page, and like @licquorice mentioned this is giving the option to select when you've forgotten your details.

If you've given this a try already, where in this process are you encountering issues?
Peter

[Clomas90]

Hi there,

I have tried the forgotten password option. However, once I've typed in my email address I get this:

Sorry this BTID does not appear on our system. Please check and try again.

Please try later.

I also, on trying a few days ago, got a page that asks for accounts details like account holder's DOB, address etc. When I type in my details, it says they're incorrect.

[Peter_W]

Thanks @Clomas90, so am I correct in thinking you were previously a BT customer, but have since left and are now using the free basic version of BT Mail?

Peter

[Clomas90]

That is correct, yes, sorry if I'd not made that clear! 

[Peter_W]

Nice one, I just wanted to be 100% sure @Clomas90 😊

I've flagged this with our email team to see if we can get you an update on the best way to get this resolved. 
I'll let you know once I've heard back.

Peter