This topic

New Email failing so badly

dingaling — Fri, 05 Nov 2021 09:30:22 GMT

I was moved to the new email a while ago. It was instantly not as responsive as the old email, but working.

Recently, I starting getting a pop up error on every login and now it takes forever to load the inbox, and has started timing out.

This is on top of the quirky way that you have to be careful selecting emails because if you don't refresh the inbox after removing some others, you can end up deleting completely the wrong email, or it just freezes until you refresh.

So, I just switch to a Mail client instead of webmail (I went to MSFT Mail). It found the account OK but refused to sync email until overnight. Now it has (3 months worth).

But the BT email seems to be creaking really badly and this looks like performance problems.

Anyone else know, or seeing the same?

Re: New Email failing so badly

dingaling — Fri, 05 Nov 2021 11:45:57 GMT

My MSFT Mail Client is struggling to sync. Its over an hour behind and the sync is reporting 'sync error' now.
When will a general email service problem be posted by BT ? Then I could stop worrying that there is anything I can do.

Re: New Email failing so badly

NeilO — Fri, 05 Nov 2021 12:09:36 GMT

Hi, @dingaling there are currently no reported outages or issues reported with the BT Email service and I'm sorry to see you're having problems. If you log in to webmail at www.bt.com/email are you having any issues?

Thanks

Neil

Re: New Email failing so badly

dingaling — Sat, 06 Nov 2021 13:43:04 GMT

Yes I am having webmail issues (thats why i tried switching to a email client).

BT email at the moment is just slow. It takes nearly a minute to refresh an inbox. Plain white screen and sometime it times out. And it is not my internet connection which is happily streaming movies at other times.

Re: New Email failing so badly

DanielS — Sat, 06 Nov 2021 15:36:27 GMT

Hi @dingaling,

Thanks for getting back to us. There are no reported issues with webmail at all at the moment. I've tried reproducing the issue that you have, on multiple emails across different browsers and devices, but I haven't been able to. Before we can look into this, we need to rule out any issues with your set up. Can you please try and access your webmail on different browsers and secure devices? Also, try incognito or private viewing on your browsers to make sure there are no corrupted cookies/cache on your system.

Thanks
DanielS

Re: New Email failing so badly

dingaling — Sun, 07 Nov 2021 00:15:03 GMT

It shouldn't be hard to verify this.

Webmail is slow on my mobile (android) and 3 separate PCs. So it a mail client. I have deleted cookies and it makes no difference. Very occasionally, the inbox refresh is responsive. Every other time, it is 45 seconds of blank screen before a simple inbox refresh completes.

It just very poor. Is noone else going to confirm this is happening to them also?

Re: New Email failing so badly

DanielS — Sun, 07 Nov 2021 10:03:21 GMT

Thanks for getting back to me @dingaling.

When it comes to our email app, it can be slower than webmail for refreshing and other features. However, you've now stated that you have problems on 3 separate PC's with your webmail. This shouldn't be happening on our webmail. Are all 3 PC's using the same network or are they in different locations? This type of issue would usually point towards a problem with either the devices or the network connection. That's providing that there isn't an issue with your actual mailbox. I've never had a fault where a single mailbox has been running slow at our end especially since we started provided the service ourselves instead of relying on a third party company to host.

Thanks
DanielS

Re: New Email failing so badly

dingaling — Sun, 07 Nov 2021 15:47:40 GMT

I beg to differ.

The old Yahoo email had some issues, but it was always better than 'BTs own'. The new email started a bit flakey but has gotten worse and to the point where I am now complaining it's not good enough.

It's not acceptable for webmail, on multiple PCs, and networks, to take nearly 1minute to refresh and be blank for that time

Sometimes timing out with an error.

Its better today (Sunday). But I'm certain it will be slow again soon. I'll revert.

Re: New Email failing so badly

dingaling — Mon, 08 Nov 2021 09:06:05 GMT

Monday morning.

Cleared email.bt.com cookies. Cleared browser cache.

Sync on MSFT Mail Client - got a warning triangle saying sync problem, which isn't allowing email to refresh at all.

I think BT are in denial over this. I'm just surprised noone else is saying they have the same issue here.

Refresh webmail inbox - 50 seconds.

This PC is on a work VPN, so I turn to another, private one....also Windows 10, no VPN : 58 seconds to login, then a further 47 seconds to display the inbox (blank screen, loading...).

Now on my Android mobile: Actually the gmail client: Fast. 2-3 seconds. I have 3 BTinternet accounts syncing on Gmail client and they all seem fine (today). Same home wifi as the 2 PCs, before you raise that one. I know that they are configured to use Pop3 connection, because as a result Search doesn't work there. I was going to change to IMAP, but I am wondering if this is what Webmail is using, I won't do that.

Suggestions?

Re: New Email failing so badly

JohnC2 — Mon, 08 Nov 2021 09:34:51 GMT

Hi @dingaling, thanks for trying that and posting back.

I've sent you a Private Message so you can get in touch with us and we'll be happy to help you get this resolved.

cheers

John

Re: New Email failing so badly

dingaling — Tue, 09 Nov 2021 23:52:04 GMT

I'm afraid the 1 attempt to contact me was not successful, and the assessment of 'it looks alright from here', does not solve the problem at all.

My webmail still takes 1 min to refresh. Every time. On multiple PCs. Android Gmail gets it ok, most of the time. The MSFt Mail client gets sync error and then clears itself on a retry.

I will do some traces myself.

Re: New Email failing so badly

DanielS — Wed, 10 Nov 2021 09:03:17 GMT

Hi @dingaling,

Your case is in our queue to be picked up by a member of my team. You must have been contacted by someone from a different team in BT. As soon as you are top of our queue, we will get in touch with you.

Thanks
DanielS

Re: New Email failing so badly

dingaling — Wed, 17 Nov 2021 23:23:31 GMT

You called to let me know they would work on it over a couple of days, but that was last weekend.

I've not heard anything back.

Worth noting that I have 4 BT Internet Accounts, and only one of them is having this constant 1 minute lag to refresh its inbox. It will be the biggest account, but that should not be a problem. You only have to refresh the latest emails, not fetch tem all!

Re: New Email failing so badly

RobbieMac — Thu, 18 Nov 2021 08:49:17 GMT

Hi @dingaling

Thank you for posting back.

I am sorry for the time this is taking to get fixed. I have double checked it and my colleagues are due to follow up with you today.

Keep us posted with how you get on chatting with them.

Cheers,

Robbie

Re: New Email failing so badly

dingaling — Wed, 24 Nov 2021 08:55:35 GMT

OK. Appreciate this is being looked at by the tech support group now. But its taking soooo long (a bit like my inbox).

I can tell you its nothing to do with my environment, VPN, Broadband, browser, cookies..... it has to be something related to my particular main account, at the server side.

My other btinternet accounts are working ok.

My main account works ok on Android - both Gmail client and the BT App.

But Any webmail access, from any PC, on any browser - over 1 minute. Its actually quicker to find an email on my mobile, forward it to my gmail and pick it up on my PC from there. That's how unuseable it is.

It's like there is some intercept enabled, or some extra processing on my inbox before you are returning the page. Should I be checking for strange cars in the street when I leave the house 😉

Re: New Email failing so badly

dingaling — Wed, 24 Nov 2021 09:05:57 GMT

Here's the latest trace from me:
Label Waterfall Duration
Queued at 3.43 s
Started at 3.43 s
Resource Scheduling DURATION
Queueing

1.58 ms
Connection Start DURATION
Stalled

2.21 ms
Proxy negotiation

1.93 ms
Request/Response DURATION
Request sent

0.33 ms
Waiting (TTFB)

42.44 s
Content Download

15.27 ms
Explanation 42.46 s

Re: New Email failing so badly

dingaling — Wed, 29 Dec 2021 12:14:53 GMT

So I reduced the number of emails in the primary inbox from 30k to under 10k as requested... however that is not a viable reason for this server connection issue, and means that I cannot have a few years of emails in one folder for search to be useful.

Still the web clients take a minute to connect and sometimes timeout. As does the Outlook Client. The mobile clients (Gmail and BT App) seem to work fine.

I created a new BT email account. I set a rule to forward all emails from my primary account to this new inbox and accessing that works fine (but there are only a few hundred emails in there so far).

The BT support teams don't seem to be making any progress, or even looking at it any more? I've had this email service for like 10 years, and don't see why it won't work. I can't be different to many other accounts and probably significantly few emails than some.

Re: New Email failing so badly

NeilO — Thu, 30 Dec 2021 14:33:56 GMT

Hi @dingaling I'm really sorry the requested action has not helped, I can see the BT Email team are still looking into this for you, they're waiting for an update from our email platform provider after they let them know the reduction in your inbox has not worked. They'll get back to you as soon as they have an update.

Thanks

Neil

Re: New Email failing so badly

dingaling — Wed, 05 Jan 2022 16:49:18 GMT

So I have emptied my inbox now, as as I expected, it makes zero difference.

Both webmail and Outlook Client on any PC, on any network, take 1 minute to fetch and display inbox. Mostly Outlook Client times out and errors, but because it syncs in the background it sometimes gets through.

Gmail and BT App on Mobile still seems fine.

I have a rule forwarding new email to another BT inbox and that is also working fine, on PC and Webmail.

Today, Webmail cannot connect and I get this screen:

It may be maintenance, but still not good.

Re: New Email failing so badly

dingaling — Fri, 07 Jan 2022 12:06:50 GMT

OK, today its working!

Webmail on 2 PCs is refreshing withing a few seconds, like it should.

BT Support also called to say 'they had looked but saw no issues'. Well clearly they did something... probably re-built my inbox or moved it or something on the Server side. My Outlook email client also updates the inbox without delay (first time I tried it didn't but then yes). So I am moving 30k emails back into my inbox, to give me my 5 years of email search in one place, and will see if it affects it (it made no difference removing them, so putting them back should also be OK).

Thanks to BT Support for eventually getting to it.

If you read this thread and get something similar, at least you know it has happened elsewhere, and was fixable.