Having run my email account for more than 20 years, BT decided three months ago to block access to it.
I can’t access my old emails and contacts list, but worst of all the account still accepts new mail. This means my contacts will assume I am ignoring their messages. I have written to BT twice and got nowhere. When I repeatedly phoned to ask how soon I could close the account I was variously told six days, three months and six months. JS, Stafford
BT explains that you, along with a minority of other customers, have a legacy email account from Yahoo, to which it outsourced its webmail hosting.
Last September, after half a billion Yahoo accounts were revealed to have been hacked, BT advised all customers with legacy accounts to change their password, but says that a technical glitch blocked you from yours when you tried to do so.
It has now reset your password so you can get into the backlog and has apologised for the “inconvenience”. If you need help email Anna Tims at email@example.com or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.