How do I remove my domain name from the BT Microsoft 365 tenant? (I'm an ex-BT customer)

[POH-Newton]

Hi there,
I signed-up for BT Business BT Infinity Premium which included Office 365 Small Business a few years ago. I am now with another provider,  but despite cancelling my BT services (I left  2016), my business domain is still somehow tied to the BT Microsoft 365 tenant.

As a result, I cannot setup a Microsoft Exchange service with another provider as my domain is tied to BT.

Does anyone know how I can get help removing my business domain from the BT Microsoft 365 tenant?

Thank you in advance.

[BethM]

Hi POH-Newton

Please reach out to the support team directly here.

[POH-Newton]

Hi,
On that Domains technical enquiry page, there is an Office 365 removal option ...
https://business.bt.com/help/article/email-security-and-hosting/email/how-do-i-move-my-mailbox-from-... 

... but when I login there I don't get an option to manage services.

The other options on the page you linked to relate to domain name issues. 

Can you help further perchance?

[BethM]

Hi POH-Newton

Please use the live chat function so they can assist you directly. 

[POH-Newton]

Hi again,
I have hit a dead end, having used chat a number of times over the last few days.

The first person said "You can go on to the self-service website using the link below and navigate through the different options that are available there. The link is : www.bt.com/businessapp6 and https://business.bt.com/help/self-service/" The first link directs me to install the BT app, the second link takes people to a page that doesn't exist.

The next day I was told "you may use this link - https://business.bt.com/help/article/email-domains-options/ OR, you may fill up this formwise - https://business.bt.com/help/forms/dns-transfer-request/subject/DNS%20transfer%20out And the Domain Team will process your request and get back to you." The first link takes me back to the Domains technical enquiry page again. The second link takes me to a domain transfer out form. I explained the domain was already with a non-BT registrar and that the problem related to the BT Microsoft 365 tenant and asked for the request to be passed on to a BT Microsoft 365 tenant admin, but was told no. I also found the form linked to doesn't allow me to explain the problem.... it's simply a domain transfer out form.

On 22nd August at 10.09AM (more than 4 business days ago) I completed a BT Business complaint form, choosing the Email | Fault option. It says the aimed response time is 48 hours, but there has still been no response.

Can you maybe help us by checking if I am asking BT the right or wrong thing, as I am getting nowhere? I attach a screenshot of the error received in our new Microsoft 365 tenant. The support team at Microsoft are unable to help - they advise only BT can delete the domain or account from the BT Microsoft 365 tenant. Many thanks in advance for your help.

[POH-Newton · Accepted solution]

To anyone encountering...

We have confirmed that you own [your domain name], but we can't add it to your account because the domain is already added to a different Microsoft 365 organization: bt1310526pop.onmicrosoft.com.

Sign in to the admin center as an admin for that organization, and remove the domain [your domain name].

... I think the best way to get this resolved is to use the BT Business contact us | complaints | product-email-and-hosting | product-email email form. At the time of writing, its address is https://business.bt.com/help/contactus/complaints/product-email-and-hosting/product-email/faults/

It may take longer than 48 business hours for a response, but as a result we were phoned by a BCS Tier 2 advisor at BT Business and he deactivated the redundant email address at BT/ removed the domain from the BT Microsoft 365 tenant. This took him 5 minutes to do, which was kinda frustrating.

I personally wasted more than 3 hours over 8 BT Chat sessions trying to get this problem resolved. Of this time, 10 minutes total was spent in chat, where my questions and my pleas were basically misunderstood or flat out ignored. The rest of the time was spent waiting in queues to chat to someone.