Left without service in no mans land

[sanderr2]

Hi, my mother in law had two phone lines with BT and a business broadband account with an associated business email address name@btconnect.com<edited by moderator>. BT contacted her a few weeks ago and suggested that she didn't need both lines and that she should have the new home hub on one of her lines and cancel the other line. My Mother in law was wary about making any changes that might affect her email account so she specifically asked whether she would be able to retain her email address. The agent went off the line to check and came back and said "yes" she would be able to retain her email address under the new package. The new home hub was installed and all was well for a couple of weeks (she has retained her second line) - her email was still working until yesterday when it stopped. She contacted BT who now said that no, it wasn't possible to retain her existing email address on the new package and that she would have to change to a btinternet.com account. My mother in law said that she didn't want this but has now been left in the position of not being able to access her btconnect.com email account either through her email client or via webmail. Is there no way back?

[markp · Accepted solution]

Hi sanderr2,

It is possible to keep the @btconnect.com email address active once the business broadband account has been closed/ceased.  When the line is ceased ask for it to be set as a Pay As You Go account, this will keep the @btconnect.com email address active, but with this type of account you would need to make sure that you login to our website http://myoffice.bt.com as the email address at least once every 30 days otherwise the account may get deleted and removed from the BT business email system.

Regards

Markp

BT Business Forum Moderator

[tidaltides]

I just have the similar case, but thanks to this thread I won't be asking for a question on it. Now I know it is possible for you to retain your default e-mail address.