Email from BT telling me I have cancelled Basic Email

[Julie490]

Hi, I have left BT but need to use their Basic Email service, I have just received an email saying that I have cancelled Basic Email and it's going today. Please help someone. I am on the phone with them and quoted a 1.5 hour wait. 

[gg30340]

Do you actually have a BTMail Basic account? 

Are you sure this email is from BT.

[Julie490]

Yes indeed, they were going to cancel the service and had started an auto cease process, I could see that in my tracked orders on My BT. I have had to apply for premium service to get them to re-instate my internet address. I have also created a copy of all my email addresses. It's been a nightmare. 

[gg30340]

As far as I am aware the only way that BTMail Basic will be deleted or ceased is if you have requested it by deleting the email account.

You will need to contact BT and report it to them.

[Julie490]

Unfortunately that isn't true. I didn't request it and they advised me that it was marked for auto cease. I have had to tell them I want to join their premium service to avoid losing it, then I will go back to basic. Fortunately that worked just before my email address was going to be wiped from the system.

[gg30340]

Well according to BT's web site it is true. 

Your account should have stayed as a Basic account when you left BT Broadband.

See link

https://www.bt.com/help/email/bt-email-products

Although the page says you need to order it, I believe that was changed and it is now automatic that you are moved onto Basic when you leave as would appear to have been the case with your account, otherwise how could they have told you they were going to cease it if you did not already have it!

You should have been informed by an email in any event when you left BT.