Told to implement “mailbox move’ to second BT account and cannot do it

[DebHar]

Hello - I have historically had  two accounts with BT for two different properties we own.  The BT ID is the same for both accounts - it is our @btinternet email address. I am closing one account as we no longer need it. I was told today when speaking with BT about closing this account that the mailbox associated with our BT internet email address needs to be moved to the second account or we will lose access to the entire mail box in 60 days and it will be deleted.  I am unclear as to why this is the case since we remain BT Broadband customers and have given our @btinternet email address as the email associated with the account we want to keep.    I was told to go to www.bt.com/mailboxmove to move the mailbox.   When I try to do this the page which comes up igives instructions on how to import an email to an account  - here it is https://www.bt.com/help/email/manage-email-account/can-i-move-my-bt-email-address-to-another-account...These instructions show headings etc which are nothing like what I see when I log in to MyBT so seem to be out of date.   Also I can only see the option for importing an email to my old account, ie the one I am cancelling, not the account we are keeping.  I cannot find a  ‘Manage BT Email’ option for the account we are keeping.  I am completely stuck here  - can anyone help?  Obviously we are very worried about BT deleting over a decade of email and absolutely cannot let this happen

[licquorice]

Go to MyBT 

Is the account number you wish to keep displayed in the top right?

If so, go to  > Your Products > Email > Manage

Is your email address shown?

If so, there should be no problem.

Your email address won't be deleted after 60 days in any case, it will be downgraded to Basic mail which is only accessible via webmail rather than client or app.

[DebHar]

Hi - thanks for the reply.  No, the only account number I can see top right when I log into myBT is the old account which I am cancelling.   I can see the second account number - the one I am retaining - when I go to >your details> account

It then recognises I have access to two accounts (under the multiple accounts heading) and I can toggle  between the two accounts on that page.  However I cannot from the home page or anywhere else on myBT access >Your Products>Email>Manage for the account I am keeping, which is why I cannot do the mailbox move

[licquorice]

It would appear that the email account is associated with the account you wish to delete rather than the one you wish to keep. If there are no email addresses associated with the account you wish to keep, you will be unable to transfer it as it requires there to be at least one address already associated. The problem is further compounded by it no longer being possible to create new email addresses.

I will flag this to the mods as they will probably have to intervene.

[DebHar]

Thanks - if one of the mods could help sort his out that would be great

[DebHar]

I do have a gmail account listed on my overall profile as the email to be used for recovery of account details if needed; not sure if this is helpful but thought I would mention it just in case

[PaddyB]

Hi @DebHar,

Thank you for posting. I'm sorry if you're having problems with your BT email account. If you send me your details, I'll be able to get this investigated.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

[DebHar]

Hello - when I read the private message I cannot see an option to reply to it.  How do I do this?

[licquorice]

You need to click on it to fully open it, you can then reply