This topic

blocked emailaccount

henfelin — Wed, 14 Jul 2021 16:08:45 GMT

recently changed abroad from ADSL to fibre (this will also change the account with the provider). All's working fine except send/receive emial from the BT mailserver. On 4G and somebody else his internet connection no problems. Seems my new account is blocked out by BT. What to do?

Re: blocked emailaccount

NeilO — Thu, 15 Jul 2021 16:14:00 GMT

Hi @henfelin thanks for posting, I'm sorry to see you're having problems with your BT email. Are you using an email client or webmail to send and receive emails?

If you log in to webmail at www.bt.com/email are you able to send and receive emails from there?

Thanks

Neil

Re: blocked emailaccount

henfelin — Thu, 15 Jul 2021 16:48:06 GMT

Yes no problem at all.

Re: blocked emailaccount

NeilO — Thu, 15 Jul 2021 17:41:57 GMT

Hi, @henfelin thanks for doing that, as it works on webmail it proves your email account is not blocked. Are you having issues when using an email client?

Thanks

Neil

Re: blocked emailaccount

henfelin — Thu, 15 Jul 2021 18:16:42 GMT

Several email clients eg Outlook, Windows Mail, Apple Mail (IPhone Pro, iPad Pro). All do not send/receive BT mail when connected to my router. They all work fine with other (non BT) mail accounts. When they are connected to 4G or another router (in another house) they work fine. So it looks like my IP adress is blocked for some reason.

Re: blocked emailaccount

NeilO — Thu, 15 Jul 2021 18:23:02 GMT

Hi @henfelin thanks for confirming that, can you try turning off your BT Home Hub for 5 minutes then turn it on again. The IP addresses are dynamic so you should be allocated a new one.

Thanks
Neil

Re: blocked emailaccount

henfelin — Thu, 15 Jul 2021 18:37:50 GMT

Sorry can’t be done. I’m presently living in the Netherlands. I have restarted my router already several times to no avail.

Re: blocked emailaccount

NeilO — Thu, 15 Jul 2021 18:56:04 GMT

@henfelin have you tried reporting this to your ISP in the Netherlands? I'm afraid I can't offer you any further advice as it works via webmail, sorry.

Thanks
Neil

Re: blocked emailaccount

gg30340 — Thu, 15 Jul 2021 19:04:58 GMT

Are you a BT Broadband customer or paying for a BT Premium email account?

Re: blocked emailaccount

henfelin — Thu, 15 Jul 2021 19:17:16 GMT

BT broadband

Re: blocked emailaccount

gg30340 — Thu, 15 Jul 2021 21:22:59 GMT

If you can access your email when using 4g and by webmail on a browser there would appear to be nothing wrong with your email account and the problem, as has already been suggested, would appear to be with your Dutch Internet Provider's systems.

Re: blocked emailaccount

NeilO — Tue, 20 Jul 2021 07:53:04 GMT

Hi, @henfelin I mentioned your posts to our email team and they'd like to look into this for you. I've sent you a private message so you can send over your BT account details to the moderation team and we'll be happy to help.

Thanks

Neil