BT sometime using out of date email address

[OldLady75]

I updated my BT account to use a new email address and mobile number a few months ago. The Billing emails are going to the correct email address but the ones concerning orders and offers are still going to the old email address, which is largely unmonitored. As is the old mobile.

This meant that I received no notification about the update of my digital phone service - and no instructions!

Please help!

[Keith_Beddoe]

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@OldLady75 wrote:

This meant that I received no notification about the update of my digital phone service - and no instructions!

Please help!

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See  https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-FAQs/td-p/2207485

[OldLady75]

Thanks for the Digital Voice info - But what I really need is to have my BT account amended to ALWAYS use the correct email address!

[Keith_Beddoe]

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@OldLady75 wrote:

Thanks for the Digital Voice info - But what I really need is to have my BT account amended to ALWAYS use the correct email address!

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You should be able to change that by amending your MyBT profile.

https://www.bt.com/help/account-and-billing/manage-account/how-can-i-change-my-bt-contact-details-in...

[OldLady75]

Thanks for the quick reply - BUT that is exactly what I did to change my email! However there must be somewhere else in the BT system where orders and offers are still using the old email and mobile number.

The billing emails come to the correct email address.

[Keith_Beddoe]

I will see if a moderator can help with this.

[OldLady75]

Thank you very much. It's causing a bit of stress!

[Keith_Beddoe]

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@OldLady75 wrote:

Thank you very much. It's causing a bit of stress!

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The moderators are base in NI, so there may be a delay in them posting here because of the weather, but they will help when they can.

[OldLady75]

Understood - and thanks again for your help

[DanielS]

Good morning @OldLady75,

Thanks for reaching out to us. I am sorry that the email address hasn't updated everywhere on your account. I know what needs to be done, at our end, so I'll send you a private message so we can get started.

@Keith_Beddoe thanks for flagging this to me. There is some snow over here but thankfully I'm only a 5 minute drive away 😊

Thanks
DanielS