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Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.
I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.
To do this, right click on your desktop and choose New Shortcut
Then in the address put in
And save this, this will create an icon straight to your BT email for this
Let me know how you go please