Unknown email address in our BT account - where did that come from?

Cottage_Economy

We have BT broadband and have just received email notification through my husband's email account that our bill is ready to be looked at.

We have been charged nearly £50 for going over our usage allowances for Oct-Dec. I've been at home for the last few months so using it more, but didn't realise that much.

On investigation of the usage details it states that three email alerts have been sent to tell us when we are getting close to our monthly limits, but my husband has only ever received emails when our bill comes in, and no alerts.

The email address next to the dates the alerts were sent out is not his. We have no idea where it has come from. My husband's email address is made up of a nickname and his favourite sport. This email address is based on his full name, and he has never had an email address based on that.

Has someone at BT just made this email address up and stuck it in? Someone has put it in there and it wasn't us.

And how do we change it? We can only find the way to change the email address that the bills go to, and not the one the usage alerts go to.

We're very long-standing customers and did wonder whether we pre-date the usage alert system and someone just stuck it in one day when an email address was needed. Perhaps they quickly assumed they had picked the right email address for the account based on the name, but in fact it belongs to another customer.

JJ_Egan

Possible its an original sign up email address .

Cottage_Economy

Seriously? He got BT Broadband about 11 years ago and he has no recollection of this email account that the alerts are being sent to. His current email is the one he set up from the word go straight out of the box.

I've found the settings for the alerts now, but the email address is there is his current email address, not this incorrect one.

Yet the alerts are not going to his current email address. The log of alerts that have been sent shows clearly they've all been going to this unknown incorrect email account.

cookie365

Usually when you join an ISP they set up a default email address based on your name, and let you then create others and/or amend the default one.

If you've forgotten the password for the original email address then presumably BT have a way to reset it, probably on the webmail login page.

Cottage_Economy

cookie365 wrote: »

Usually when you join an ISP they set up a default email address based on your name, and let you then create others and/or amend the default one.

If you've forgotten the password for the original email address then presumably BT have a way to reset it, probably on the webmail login page.

OMG :eek:

Found it. It appears that when we moved house in 2005, what you said did indeed happen. A different email address appears to have been temporarily set up and neither of us knew about it. We just carried on going with our existing accounts. We have never seen this account, although I do recall we had some teething issues when switching across to the new house with activation emails not turning up, for which we spent a while on the phone to BT trying to sort out.

I did what you said, went to the webmail log in page, entered this incorrect email address and went through the change password routine.

Lo and behold, emails going back to 2005, including all the warnings and over usage alerts. And the original activation emails.

How is it that BT customer service did not notice back in 2005 that the email addresses were different? No wonder we never got any activation etc emails from them.