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"You have an email address that's no longer linked to a BT account."


We have a btinternet email address from our old account what we would like to link to our current account as we are currenlty stuck with the basic email and can only access it via the BT webpage.


Whenever we try to add the current account number we get an error "We do not recognise this account number"


I suspect its beacuse our new account is BT business and the old is BT residential but when chatting with different advisors online and on the phone they have all said it's possible but have just passed us back and forth between the business and residential support teams and nothing has been resolved.


If we try and "Buy premium email" we get another error : "Sorry…
Sorry, we're unable to progress your order at this time."