topic Re: Creating additional email addresses in Broadband & Landline

Creating additional email addresses

karis6197 — Thu, 30 Jul 2026 12:41:01 GMT

Migrated all my BT products to EE a couple of years or so ago but kept our original emails & even added a new one through My BT last September. I Previously posted "Cant create additional email addresses" (Apple ID won't accept my current one) but can't find the post & so created this one. Forum advised that I should have migrated my BT email addresses after I switched to EE & to ring BT on 0330 1234 150. I had a longish conversation with advisor who advised that my email addresses were in fact migrated & 3 still valid. The 2 main ones (my wife & I) still work but the spare one created last September doesn't. I can no longer access any of these addresses or add new ones through the My BT website which also now shows my EE account number, not my original BT one; it also states that "we're sorry, but you are not having EE products", whatever that's supposed to mean! BT advisor said that I can now only access/change/add emails on the EE website, which sort of made sense, but having looked in EE, there only seems to be an option to change my email address which I obviously don't want to do as I need to retain these & add a new one for an Apple ID. The "My BT website" was working fine up until Sept 25 when I added the additional, spare BT address but, when I try to log on with it, it comes back as invalid. The changes EE/BT seem to have made to access through the legacy "My BT" seems to have left things in a bit of a mess & I'm getting rather confused with it all, am I going to have to ring BT back or do I speak to EE? Or, if I'm misunderstanding things or not looking in the right place on the EE website, can anyone offer me an easy/less stressful way to resolve this?

Re: Creating additional email addresses

XRaySpeX — Thu, 30 Jul 2026 12:52:05 GMT

@karis6197 : EE provides no email service. While you may very well have migrated your BB & landline to EE, BT email addys are not migrated anywhere, You'll need to take it up with BT if you can no longer access your BT emails. If you were switched from BT to EE for your BB you should've retained your BT email a/c & addys with BT.

Re: Creating additional email addresses

karis6197 — Thu, 30 Jul 2026 14:02:01 GMT

So despite being told by BT advisor I should manage my BT email accounts through the EE website, it seems this is not true? I can still access mine & the wife's main email but the one I created in September 25 just comes back as invalid despite the BT guy saying it was still active. So am I right in saying that if EE do not provide an E mail service or a facility to create new BT ones I'll have to do this either through My BT or create another email address from a 3rd party provider. I'll have to get back to BT but it seems I've been given totally duff information, & according to BT advisor, BT no longer provide an email service either so where does that leave me?

Re: Creating additional email addresses

XRaySpeX — Thu, 30 Jul 2026 14:27:41 GMT

That's right, you can't manage BT email addys anywhere on the EE site or your EE online a/c, only thro' BT Webmail or your MyBT. Advisor may have mixed up managing your email addys with the use of an email addy as the identifier or username of your EE a/c. Most likely as this is the only use of email addys within EE's sphere of knowledge.

BT does still provide an email service (Standard) to its BB users from pre-2023. In particular an unchanged service for those users who were migrated from BT to EE. See BT Email products

Re: Creating additional email addresses

karis6197 — Thu, 30 Jul 2026 16:13:47 GMT

OK thanks, I'll have to get back onto them tomorrow &, hopefully get someone who actually knows what they are talking about. Don't suppose you have any idea why my BT email page shows my old account EA 3041 8901 but when I try & switch to "My BT" it says I have the wrong password! When I go through the "change password" link to get into "My BT" it shows no EE products, logging of & trying my email account again, it tries to log in with the changed password & says incorrect password & I get the dreaded "too many attempts" & a 20 minute lock out & I have to go through the whole "change password" farce again. I seem to have 2 different account numbers showing & 2 different passwords with neither recognising the other, it's turning into total chaos!

Re: Creating additional email addresses

XRaySpeX — Thu, 30 Jul 2026 16:18:40 GMT

@karis6197 wrote:
When I go through the "change password" link to get into "My BT" it shows no EE products

Why should it? MyBT is your BT a/c, not your EE a/c.

Re: Creating additional email addresses

karis6197 — Fri, 31 Jul 2026 13:09:10 GMT

Why should it indeed! It actually displays the physical message "Were sorry, but your not having EE products"! I don't expect to see my EE products listed on a BT website but why the Pidgeon English message? Additionally confusing, the My BT link accessed from my email account requires a different password & no longer allows me to use my BT email password as before. It also displays my new EE account number, not my old BT account number which only adds further confusion, I suspect this has something to do with I can no longer access anything through "My BT" including the section where you change or add BT emails, it just states "account inactive". The "My BT" web page was working perfectly the last September when I added a new BT email address, which incidentally no longer works, despite BT telling me it was still active. Something or someone has changed things since last September & now it's a total mess. I'm steeling myself to ring BT again but it's such a pain with the waiting time & then there is every possibility another advisor won't have a clue what I'm talking about or will give me duff information, as before! Things are getting clearer the more I delve into it but I'm learning on the hoof here, anyone with just a basic knowledge or none at all wouldn't stand a chance of muddling their way through!

Re: Creating additional email addresses

JimM11 — Fri, 31 Jul 2026 13:18:59 GMT

@karis6197 You really just need to find out from BT what is the best way to now manage your OLD BT e-mails now you are no longer a BT Customer.

Re: Creating additional email addresses

karis6197 — Fri, 31 Jul 2026 13:53:33 GMT

According to all the information I've recently received & read, as a legacy BT customer of some 30 years, I'm entitled to retain my BT emails (2 of them are OK) & change or add new ones, up to 10. Everything/everyone is now advising I should be able to manage through the "My BT", webpage which unfortunately now displays my EE account number & now requires a different password to my "BT email" webpage but, when I get in, I can no longer access anything! I only switched to EE because they rang & offered a good deal to switch all the services I already had through BT & could also include 2, new mobile phone contracts. I was also aware that EE had become part of the BT company group which had taken over EE, otherwise I wouldn't have bothered. I know I'm going to have to ring BT again but after my last, quiet lengthy conversation I'm not sure of having much confidence in what I will be told; it's just a mess!

Re: Creating additional email addresses

XRaySpeX — Fri, 31 Jul 2026 14:04:50 GMT

Can't you admin your email addys, as well as send & receive emails, thro' BT Webmail ?

Re: Creating additional email addresses

JimM11 — Fri, 31 Jul 2026 14:08:57 GMT

@karis6197 BT has TWO versions of the e-mail system think it's like Basic and Premium and the later is a paid monthly option that you have to take when you leave the BT fold e-mail wise, the BT Forum is the place to look, not on the EE side.

Re: Creating additional email addresses

XRaySpeX — Fri, 31 Jul 2026 14:29:08 GMT

@JimM11 wrote:
the later is a paid monthly option that you have to take when you leave the BT fold e-mail wise,

Except you don't when you move from BT to EE for BB, as did the OP. You retain your Standard BT email if you were already on it.

Re: Creating additional email addresses

karis6197 — Fri, 31 Jul 2026 18:19:34 GMT

Not so as XRaySpecX posted

Re: Creating additional email addresses

karis6197 — Fri, 31 Jul 2026 18:24:19 GMT

Er, no.

Re: Creating additional email addresses

JimM11 — Fri, 31 Jul 2026 19:32:44 GMT

@karis6197 Start here, more of a BT issue it would seem.

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