This topic

When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

eugene7 — Wed, 22 Sep 2021 06:31:28 GMT

When at home, on my BT internet connection BT email works fine.

But, when connected to an alternative internet connection, so when travelling, which is when email is rather important, all I get is a repeated pop-up asking me to 'Enter you user name and password for the following server' - with all the correct details already filled-in...

Even re-entering the correct details does nothing.

And yes, the server settings are correct, as per: https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

(But as the BT email works when at home, I would be very surprised if 'settings' were the issue...)

What is the problem?

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

NeilO — Thu, 23 Sep 2021 18:01:45 GMT

Hi @eugene7 welcome to the community and thanks for posting, I'm sorry to see you're having problems with your BT email. If you're abroad the IP address of the broadband connection you're using may be blocked as suspicious for example, if it's been used to send spam in the past.

Does logging into webmail at www.bt.com/email work for you?

Thanks

Neil

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

eugene7 — Fri, 24 Sep 2021 05:51:08 GMT

The same happens on my phone, using any of the email clients.

An yes, I can log-in to bt.com/email when using the same internet connection, with no issues.

This issue - being asked repeatedly to re-enter Username and Password - happens a lot. Far more than the issue being the IP address of the internet connection.

Other people staying at the same hotel had the exact same issues, and it meant they could not receive their UK PLF (Passenger Locator Forms) for travel back to the UK!

This is an issue BT needs to fix once and for all.

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

eugene7 — Fri, 24 Sep 2021 06:42:45 GMT

I have checked the IP address (v6 and v4) for the internet service being used.

The v6 address is not listed on any spam database.

The v4 is listed on only 2.

Do you really think that would be the issue?

IPv6: 2a02:587:d81e:ae41:1536:57c0:759c:7079

IPv4: 87.202.16.206

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

NeilO — Fri, 24 Sep 2021 08:41:06 GMT

Hi, @eugene7 I checked IPv4: 87.202.16.206 and it's showing on three spam blocklists, I'd be confident that is the issue. Your Hotel will need to make arrangements with their ISP to report this and either get the IP removed from the blocklists or be allocated a new IP to prevent further problems.

Thanks

Neil

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

eugene7 — Sat, 25 Sep 2021 07:12:52 GMT

Why can BT not delist the IP address?

That is far easier than trying to get any hotel to sort the issue, if that is really the issue.

And as no other email service I use has the same issues as BT, that points to something else being the problem anyway.

ONLY BT internet has this issue.

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

eugene7 — Tue, 28 Sep 2021 14:51:51 GMT

So I now have this error message:

Task 'Synchronizing subscribed folders for *****@btinternet.com.' reported error (0x800CCC0E) : 'Outlook cannot synchronize subscribed folders for *******@btinternet.com. Error: Cannot connect to the server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).'

Seriously, this is appalling support form BT.

Re: When using alternate internet connection (travelling) Outlook365 keeps asking for User/Password

eugene7 — Mon, 27 Sep 2021 16:28:39 GMT

This is a total joke - some days/hours BT internet works using the local internet connection we have here in Greece.

Other days/hours is doesn't.

And yet the 'Spam' status of the IP address being used doesn't change.

Something is VERY wrong with the BT servers!

No other email provided i am using, and I have quite a few, has any such issues.

BT - YOU NEED TO FIX THIS!

Why does BT Internet Email refuse to connec to different hotspots?

eugene7 — Tue, 28 Sep 2021 09:08:42 GMT

As per the title, BT Internet email refused to connect to most hotspots when away from home.

All other email providers have no issues, but 9 times out of 10 BT Internet email keeps asking for your Username and Password to be entered, even though they are already entered, and are correct.

Why can BT not sort this ongoing problem?

A simple search of the forums show many users suffering the same issues time and again...

This really is not acceptable.

Re: Why does BT Internet Email refuse to connec to different hotspots?

eugene7 — Tue, 28 Sep 2021 09:25:53 GMT

Re: Why does BT Internet Email refuse to connec to different hotspots?

gg30340 — Tue, 28 Sep 2021 09:19:13 GMT

I have moved your post onto your original thread. Please do not post about the same problem more than once as it cause confusion and duplication of replies should you get any.

You should remove your email address from the screen shot. This is a public forum and your email address could end up receiving loads of spam. It is also against forum rules to post email addresses.

Re: Why does BT Internet Email refuse to connec to different hotspots?

eugene7 — Tue, 28 Sep 2021 09:28:55 GMT

I hope you therefore take this issue seriously, as we are sat here with a bunch of BT Internet customers all having the same problem, and desperately trying to get emails for their Covid documents for return to the UK.

BTs total inability to understand this problem, and fix it, has been a huge issue for all involved.

I suspect BT will be loosing a number of customer off the back of their experiences here...

Re: Why does BT Internet Email refuse to connec to different hotspots?

gg30340 — Tue, 28 Sep 2021 14:01:59 GMT

@eugene7 wrote:

I hope you therefore take this issue seriously, as we are sat here with a bunch of BT Internet customers all having the same problem, and desperately trying to get emails for their Covid documents for return to the UK.

BTs total inability to understand this problem, and fix it, has been a huge issue for all involved.

I suspect BT will be loosing a number of customer off the back of their experiences here...

I do not nor have I ever worked for BT. I am a customer who just like you uses this customer to customer self help forum.

Re: Why does BT Internet Email refuse to connec to different hotspots?

eugene7 — Wed, 29 Sep 2021 07:13:42 GMT

I guess that is why this forum is so useless?

BT just do not take customer issues seriously...

Why are not real BT Support people bothering to look into the common, and ongoing issue?

BT email is totally useless for anyone travelling - a real joke.

Re: Why does BT Internet Email refuse to connec to different hotspots?

eugene7 — Wed, 29 Sep 2021 17:50:36 GMT

And still the issues continue...

When will BT take these problems seriously.

As can be seen, 7 different email accounts - only BT Internet email has any problem...

Re: Why does BT Internet Email refuse to connec to different hotspots?

eugene7 — Wed, 13 Oct 2021 08:43:43 GMT

We are now in a different country, and the same issue continues... No one here with BT Internet can connect/receive emails.

All other email services work perfectly!

Totally unacceptable...

Do not rely on BT Internet email when travelling

eugene7 — Wed, 13 Oct 2021 08:48:46 GMT

As has been discussed on other threads, BT Internet email will NOT work reliably when travelling.

This causes a lot of issues for travellers trying to access Covid Certificates, PLFs, etc.

All other email services, using the same email program such as Outlook, Samsung, Gmail, etc , work perfectly.

BT are totally uninterested in sorting the problem.

If travelling, make sure you have an alternative email service setup.

Re: Do not rely on BT Internet email when travelling

eugene7 — Wed, 13 Oct 2021 14:14:01 GMT

Why move this post into a different/old thread?

It was deliberately generated as a new thread to warn users of the inability to rely on BT email when travelling!

This really is an appalling forum for BT support, as any genuine issues are just ignored/hidden.

Re: Do not rely on BT Internet email when travelling

gg30340 — Wed, 13 Oct 2021 14:21:04 GMT

The reason it was moved onto your original post was to give anybody who wished to read it the history of the apparent problems that you have had rather than it just being a random post without any substance or evidence.

It also show that as you have stated in your thread that BTMail when using webmail actually does work. Your problem is with the use of email clients/apps.

Re: Do not rely on BT Internet email when travelling

JohnC2 — Wed, 13 Oct 2021 14:22:16 GMT

Hi @eugene7, sorry you are having trouble accessing your email account.

Are you able to access your email ok via bt.com?
Are you using public wifi?
Have you checked if the IP you are using is blacklisted?
We can only help with blacklisted IP's if they are BT IP's

I'll send you a Private Message shortly so you can get in touch with the Mod team and we'll be happy to check if there is anything we can do to help.

Cheers

John