This article explains why suspensions happen, what it means for your account, and what you need to do next.
If your email address has been suspended, it’s because we believe you’ve breached our terms of service for broadband or BT Email.
If you believe someone has accessed your account without permission, contact us immediately. Alternatively, you can email us at abuse@bt.com.
In all cases, the account will only be reactivated if BT Security is confident you’ll comply in future.
Broadband abuse
Customers who fail to comply with our Acceptable Use Policy (AUP) or broadband Terms and Conditions may have their service stopped.
When your broadband service is stopped for abuse, all email addresses linked to the account will stay active for 60 days. After 60 days, we’ll delete the addresses, all emails, and personal information from the mailboxes.
This data can’t be recovered.
Within those 60 days, any additional email addresses not linked to your BT ID, unless they also offend, can be moved to Premium Email.
When Premium Email is stopped for abuse, any associated email addresses will be deleted after seven days.
Email abuse
If we suspect any abuse of the email service, we’ll try to contact you to discuss it.
If we suspect your email address is being used to send phishing emails or detect continued abuse, we’ll immediately suspend all email addresses linked to your BT ID.
You won’t be able to log in and will see an error message.
Unless you contact us, we’ll delete all email addresses without notice, including emails and personal information in the mailboxes.
This data can’t be recovered.
Additional email addresses, unless they also offend, will not be suspended or deleted and can be moved to Premium Email.