BT Yahoo! Internet www.btyahoo.com

I was totally satisfied with the BT e-mail system until earlier this year when they introduced the new format, it is absolutely dreadful - it is trying to be too clever and ends up very confusing and completely unworkable.

They have an option to revert to 'Basic' mode which I do use but it's nowhere near as fluid as the original/earlier format.

Having an established e-mail address for over 10 years with BT I am hesitant to change, but I'm looking around

for options as I cannot continue with this.

I am geneuinely happy with my BT Broadband service. However, what on earth where Bt thinking when they designed their new email system? It's terrible. I think the right way to describle it would be counter-intuitive! Most of us could use most email systems because they operate using basically the same style, format and techniques. For some reason BT have designed a new system that totally ignores all of that. Navigation buttons are in odd places, email threads are listed the wrong way round with the most recent entry being a the the bottom, the "Send button" is at the bottom of a composed email.....I could go on. Oh yes, and the top email in your inbox is an adevrt...awlays...no way to get rif of it.

Sorry BT, you've dropped the ball on this one!

the new yahoo mail is dreadful!why has the compose button at the top of the page disappeared???You now have to scroll to the bottom of the page to find a NEW tab!Totally ridiculous!I want this feature at the top of the page!I managed to get rid of the annoying ad banner at the top of the emails by switching to basic in settings but now I hate the appearance of the whole page.The text is horrible and it seems everything has been moved around and is more difficult to access and use.The old format worked perfectly well so why change it??? At least give customers the option of keeping the old format or changing to the new one!The whole thing is a step backwards as far as I am concerned.BT stop meddling with our email!!!

The new BTYahoo Mail layout is terrible! I do not find it easy to read emails. I much prefer the old layout!The most annoying thing is adverts at the top of all the emails, in addition to adverts down the right hand side of the page and no way to get rid of them!

If my email address wasn't linked to so many online accounts I would move my email to another provider!

I can't believe how dreadful the new e-mail set up is with BT. I couldn't even use it on Google Chrome. It takes ages to delete and you have to be really careful to click exactly on each box or it opens the e-mail instead of deleting it. Many times I cant even reply to e-mails as it wont let me type in the reply box. If something isn't done to improve things soon I will be leaving.

BT HAVE DELETED ALL OF MY DISPOSABLE EMAIL ADDRESSES when they changed my email account from BTYahoo to the new BTmail system. There were approx 30 in total which were used by banks, building socs, shops, insurance and other companies to provide me with important information.

I rang the BT email helpline on 25 June 2014 to see if they could reinstate them:-

(1) The first person I spoke to clearly did not know anything about disposable email addresses and eventually, by my insistence, passed me onto their manager.

(2) The manager knew little about disposable email addresses and said they were not part of the new BTmail system and so I had to instruct him where to find them under settings! He clearly could not answer why it had happened so passed me onto an BT email specialist(?)

(3) The third person gave up very quickly and she passed me onto a BTYahoo email specialist(?)

(4) This person knew of disposable email addresses but in the end just stated that BT had deleted them in the transfer. AT THIS POINT I RAISED A FORMAL COMPLAINT. On a follow up phone call I was told that I would NOT be able to have my BTYahoo disposable email addresses reinstated.

AFTER THE ABOVE 75 MINUTE PHONE CALL I NOW HAVE HAD TO SPEND ANOTHER 5+ HOURS RE-ESTABLISHING MY COMMUNICATIONS TO THE ABOVE BANKS, BSOC, SHOPS, ETC.

Several obvious questions arise from this:-

Q1 Why didn't BT transfer the disposable email addresses?

Q2 If they can't transfer them now, how did they design a new email system that would not allow it? Are they so stupid they don't realise the problems this might cause for their customers?

Q3 Failing both of the above why didn't they advise their customers this would happen before they did it?

Q4 Has BT trained its staff adequately? The phone call detailed above would indicate not!

Clearly BT does not care about its customers and I suspect one of the main reasons for the new BTmail system is to tie you in with them - if you cease to pay BT you loose your email accounts so it makes it more problematical to move your broadband provider. Of course the answer to this is to keep your email account with Yahoo, Google, etc that provide the service free through advertising.

SB 2014

This complaint is available on the internet and may be copied. A copy of this complaint has been mailed to BT.

Can not find anything to applaud re the new BT Mail. Constantly having to re sign in.

Slow to delete messages.

I hope BT are working on this. Clearly lots of other people feel the same.

Not easy to see how to contact them either.

This is becoming a very frustrating web site to use. Each time I try to access the site the page either does not load at all or takes a very long time and on every occasion I have to log in. To get my e-mail is also a frustrating and lengthy process and again I am having to log in every time to access my account. In fact I more often than not use my iPad to access my e-mails because very often the BT Yahoo page does not load and without that page I cannot access my e-mails. What ever was wrong with the previous system has certainly not been improved in the slightest by this new system. Come on BT get your act together and provide a proper web/mail site for your customers.

THe e mail setup is a total shambles every time we try to get into it is a nightmare if it does not alter soon we will move accounts.

it worked perfectly before can i ask is the person who decided to change it still employed

regarding the key elements i like i spend most of my time trying to access the e mails what a mess

There really was no need to replace something that was accessible and easy to use with something that is clunky and less than useful. Unbelievably, I have to log in twice to read my mail!

I know that there have been other complaints from users, and I have sent my own feedback, but I have not seen any response. BT is obviously not interested in customer satisfaction. We are currently looking at other providers!