topic Re: Retaining BT Connect email address in Email and hosting

Retaining BT Connect email address

PatrickCoughlin — Mon, 06 Mar 2017 13:26:38 GMT

BT managers please can you confirm the process for retaining a BT connect email address when you cancel your BT Business account.

I've called your call centre 5 times and 3 of 5 say you can retain it, 2 of 5 say you cant.

Thanks

Patrick

Re: Retaining BT Connect email address

markp — Mon, 06 Mar 2017 14:18:07 GMT

Hi there PatrickCoughlin,

With your @btconnect.com mail addresses that came free with your broadband package, if you cancel this package this cancels the email addresses.

if you wish to retain your email address you would need to keep your business broadband with us.

Markp

Re: Retaining BT Connect email address

PatrickCoughlin — Mon, 06 Mar 2017 15:44:55 GMT

Thanks, again I'm still not getting consistent information from BT.

Other forum responses suggest you can keep it as did the agent I just called in your business cancel team as well as your business team chat agent.

"you can keep using your @btconnect.com email address, as long as you have a paid for service on the account to keep it active, we would put a hosting pack on your account which would be billed monthly/quartley depending on your prefernce."

"A hosting pack is £6 a month, you can contact sales to get it added to the account, or if you want you can send me your broadband details through a private message and I can resond to you and get it added to the account doe you."

"it is possible to tranfers your business phone and broadband over to a home/domestics account, but you are not able to transfer the the Business (@btconnect.com) email address. This is due to Business and Domestics having different servers.

To keep your Business (@btconnect.com) email address active after you have moved to a home/domestic account, you would need to purcshase a hosting pack to keep the address active.'

It seems to be being used as leverage to prevent customers from cancelling.

I'm going to see what Ofcom's position is on this topic as there's not information coming directly from BT themsleves.

Re: Retaining BT Connect email address

markp — Tue, 07 Mar 2017 12:06:17 GMT

Hi PatrickCoughlin

it used to be the case that we could add a hositng pack to the account to keep them active. Our policy's have changed and we are no longer able to do this.

If you want to keep your @btconnect.com email addresses active with BT Business you would need to keep your Business broadband with BT.

Markp

Re: Retaining BT Connect email address

Dusty — Tue, 21 Mar 2017 21:44:00 GMT

I had an interesting conversation earlier today which seems to contradict this, I wanted to keep my business broadband but change the name on the account. I have the infinity package and was told that the only way to change the name on the account would be to close the active account and start a new one but, and it's a big but!! Doing this I will loose my btconnect email address and loose the infinity as there is a waiting list. How on earth is this possible? I do not want to leave but unless I can keep the btconnect email address and the infinity which I already have then there is little point in staying with bt, this just doesn't make any sense to me whatsoever. Anyone shed any light on this ridiculous situation
Cheers dusty

Re: Retaining BT Connect email address

pfisher123 — Tue, 25 Apr 2017 18:07:38 GMT

This is strange. Just a couple of weeks ago i was told that it was possible to keep the xyz@btconnect by adding on any alternative service. the cheapest being the security package. Why the conflict of oppinion on this from BT staff? Do you have a document that states this change in policy that you can point us to?

Re: Retaining BT Connect email address

jaycee001 — Thu, 04 Oct 2018 18:32:51 GMT

I left BT Business about 8 years ago and my btconnect email address is still working.

Re: Retaining BT Connect email address

jtanna — Thu, 04 Oct 2018 20:41:57 GMT

@jaycee001 wrote:
I left BT Business about 8 years ago and my btconnect email address is still working.

You are lucky. I had a BTBroadband Business and I also had a domain registred with them. When I registered the domain with them, I was told that I MUST HAVE a BTConnect Account with them as they don't allow Microsoft Account such as hotmail, outlook or MSN. So I opened a btconnect account and now after several years they have suspended my btconnect account without informing me.

Now I'll have a problem renewing my domain without an account so I had a chat (online of course) with their customer service and they will look into this and contact me again by phone or by my temporary eMail tomorrow (5th October, 2018) so I'll just wait and see.

I might have to transfer my domain to some other registrar but I must know soon as the domain will expire early next year. They seem to suspend all accounts when there is no billable service. In other words, they couldn't care less for people who are paying nothing. Do you blame them? BT is a commercial enterprise and directors need to have their millions in bonuses. Why should they care for carpet beggers?

Re: Retaining BT Connect email address

Retchtub — Sat, 28 Sep 2019 11:26:46 GMT

I wish to cancell all my BT acounts.

If you speak to residential they will tel you that you can pay for a hosting servive -BT premium email to keep your email . I want to PAY.

HOever when you speak to the business side they will not allow you to pay to keep your email a/c.even if you also have a resisdential broadband line.

They are a customer friendly business.

Re: Retaining BT Connect email address

Retchtub — Sat, 28 Sep 2019 11:28:59 GMT

Should have been :

They are NOT customer friendly business.

Re: Retaining BT Connect email address

gemma-harrison — Tue, 24 Mar 2020 12:00:31 GMT

Hi,

Please can someone help me. I am a BT Business customer but we have decided to cancel our account and move back accross to BT residendial.

Will I loose my btconnect.com email address or is there anyway to keep this please?

Thanks

Re: Retaining BT Connect email address

RyanJames — Tue, 24 Mar 2020 15:52:15 GMT

Hi Gemma

Unfortunately there is no way to retain your BTConnect email address unless you retain either the broadband or the webhosting service the emails are linked to. If you cancel the service then the emails will eventually be deleted off the system (this may not be immediate, I have seen it take a few months in some instances - but sooner or later it will eventually be removed). I would suggest that you back up any emails you need as soon as possible.

I know with residential you can set up a BTInternet email address, so the residential team should be able to assist with that side of things.

I do apologise that. I hope you can get an alternative sorted without any issue.

Regards

Ryan

Re: Retaining BT Connect email address

DaveUK — Mon, 02 Aug 2021 21:40:05 GMT

Very poor from BT.

We also want to retain btconnect email addresses, we still have a business account with BT.

We had 2 adsl lines, switched to one Fibre line.

Same business name, same location, same account number.

BT have refused to transfer our emails from one of our old adsl lines that we wish to remove to our new Full Fibre broadband package..

We offered money, asked for help, but were met with a brick wall. When I ring up they play dumb and confused as if I am asking something incredibly complicated.

(we are not over our email limit, only have 4 addresses in total).

I can't believe we are the first people to have faced this issue of transfering from more than one adsl broadband to a single Fibre line.. and wanting our emails moved.

Re: Retaining BT Connect email address

MisterChandla — Sun, 27 Mar 2022 08:50:36 GMT

Hi Ryan,

I was a BT Broadband customer for years, starting around 1997! My email addresses were suffixed as btclick, then they moved to btconnect.com

I can still access them, and use them all the time, so I have no wish to change them, that's how everyone contacts me.

The problem I have is with the 1GB mailbox limit, which means they are always near-full.

Please can you tell me how I can activate this webhosting service you mentioned, how much it is per month, and how large my mailboxes would be if I proceed?

Regards,

Omar

Re: Retaining BT Connect email address

petehill — Sat, 11 Jun 2022 11:44:38 GMT

I have been using BT Connect for about 25 years since BT click days. It has always worked well, but recently I have been having 'full box' issues. I deleted the mail account on my iphone and now cannot reinstall it as I cannot discover the manual settings on the internet anywhere any more. Any help would be hugely appreciated.

Re: Retaining BT Connect email address

DenisFilby — Tue, 12 Sep 2023 14:20:16 GMT

I am not sure if this helps. Like you I have had a BT business account for years transferring and receiving large files. A while ago I started getting the 1Gb limit warning. As I had retired and used normal size transfers I wondered why this was happening. I spent a lot of time trying to find out, with little help from BT or Microsoft. I archived messages and deleted others. The problem was resolved for a while and then returned. I looked in my Outlook folder and at the storage use and found that the messages received comprised a small part of the storage. The greatest part (a very large amount) was my replies. After deleting a lot of this and archiving some the problem seems to have gone away. But it has left me dissatisfied with both BT Business and Microsoft.