This topic

Email not working

SallyT — Wed, 24 Nov 2021 09:51:59 GMT

Email not working when i try to log in via BT website. I'm getting Error Code TS-0003. What does this mean? I can still access email via the App on my phone.

Re: Email not working

JohnC2 — Wed, 24 Nov 2021 14:08:02 GMT

Hi @SallyT, welcome to the forum, and thanks for posting. Sorry that you're getting this error when trying to access your emails.

If you are still getting this error try clearing the cookies & cache and try a different internet browser and see if it works then.

cheers

John

Re: Email not working

Lawlost — Wed, 01 Dec 2021 10:24:19 GMT

Hi John,

I am getting the same error , see below. I have cleared the cookies and cache and tried on both chrome and MS Edge.

Sorry we couldn't connect you. If you continue to experience issues, Please contact BT and quote Error Code: TS-0003. Details to Contact BT

Re: Email not working

DanielS — Wed, 01 Dec 2021 11:47:16 GMT

Hi @Lawlost,

This error message will appear if the IP address that you are using shows up as being potentially bad. It's protecting you from possible identify theft or malicious networks. Can you try access your email on the BT network or else try turn off a VPN if you have it active? Let me know how you get on, please.

Thanks
DanielS

Re: Email not working

Lawlost — Wed, 01 Dec 2021 11:52:41 GMT

I can access e-mail from home laptop, cannot access via work laptop which does use a work VPN, not sure why is would be thought to be potentially bad

Re: Email not working

SallyT — Wed, 01 Dec 2021 13:08:29 GMT

I can only access email when my PC is logged on to BT as the internet provider. If I log on via another provider I get the Error Code TS-0003. Email working fine via App. It was fixed, but has reappeared. Is it to do with BT doing updates?

Re: Email not working

jot1 — Wed, 01 Dec 2021 13:29:14 GMT

Hi,
I get this message on my work laptop (and the VPN is switched off). It is a new thing - I have always been able to access it before.
There must be a way to sort it. I have tried unsuccessfully via BT chat.

Re: Email not working

DanielS — Wed, 01 Dec 2021 15:28:30 GMT

Thanks @Lawlost,

Do you know if your work VPN has a set IP address for you or does it change? Are you able to turn the VPN off on your work laptop and get access to your emails?

@SallyT it's a security update to help prevent others from trying to gain access to your account. It doesn't target other ISP's. It's targeting IP addresses that aren't trusted.

@jot1 if you check your IP address on a site such as What is my IP address or IP Location, it should tell you who your ISP is. It should tell you if you're still connected to your work through a VPN or with DirectAccess.

Thanks
DanielS

Re: Email not working

Neville1999 — Thu, 09 Dec 2021 07:51:18 GMT

I have the exact same symptoms!!!! Annoying and inconvenient!

Re: Email not working

Lawlost — Thu, 09 Dec 2021 09:58:47 GMT

Mine started working again. I think it must be a BT end where a VPN is being used. With a lot of us working from home businesses will ensure a VPN is used for the security of their network. Hopefully BT can white list your VPN.

Re: Email not working

JohnC2 — Sat, 11 Dec 2021 08:52:30 GMT

Hi @Neville1999, welcome to the forum, and sorry you are getting this error message.

If you're still experiencing this problem and you're using a VPN (Virtual Private Network)? Would you try disconnecting it?

If that doesn't help would you please answer the below questions for us?

Which countries have you tried to access your account from? (this may just be the UK)
What type of device are you using ? Laptop/tablet/mobile ?
Are you using a web browser (Chrome, Internet Explorer or Edge etc) or BT Webmail?

Cheers

John

Re: Email not working

Neville1999 — Sun, 12 Dec 2021 18:29:52 GMT

Yes John, I was using VPN and so I did turn it off after reading comments, and yes that did seem to fix it!!

I am in the UK

Thanks for your comments

Re: Email not working

MarkR1962 — Wed, 15 Dec 2021 14:21:02 GMT

I'm having exactly the same error accessing MyBT having had BT Broadband installed last week.

Before installation it was fine and since, but I got the error for the first time today.

I am using a Work laptop and have cleared cookies (used incognito session to make sure none were set) but my employers enforce the use of a Forcepoint proxy for all internet access, whether the VPN is active or not. This setup hasn't changed (to my knowledge) so why have I only just got the error for the first time?

Can the Forcepoint proxies be added to a White list or is there some other way my access can be restored?

Re: Email not working

valespark — Wed, 15 Dec 2021 16:12:24 GMT

Having same issue. Has been fine for years, and now suddenly stopped.

Same VPN (work) as previous, now cant access account.

Zscaler is default work environment application

Re: Email not working

SallyT — Wed, 15 Dec 2021 16:37:07 GMT

This is an intermittent problem which only occurs when accessing from a PC. I don't use a work VPN. I'm accessing from the UK. There is usually no problem when logged into a BT internet connection. The problem occurs when I try to access email from my PC while logged on via a different internet provider.

Re: Email not working

nelsonox7 — Fri, 07 Jan 2022 20:42:23 GMT

Is there a fix for this because the problem has started for me today. I can't get to my emails in the web-browser, can't login to my BT account of BT cloud. What's changed on the BT end? Nothing new on my end.

I have to use zscaler because it's my work laptop. I tried clearing cache, cookies, tried Chrome, Edge, Firefox. Tried restarting my laptop. Same error code every time.

Sorry we couldn't connect you. If you continue to experience issues, Please contact BT and quote Error Code: TS-0003

Re: Email not working

Lawlost — Tue, 18 Jan 2022 08:57:07 GMT

So my e-mail on my work laptop has stopped working this morning same message as before:

Error Code: TS-0003

Yes I have a VPN, we use Zscaler which appears to be a fairly common among those experiencing this problem. I cannot turn the VPN off and it is not affecting other devices.

Re: Email not working

valespark — Thu, 10 Feb 2022 11:01:51 GMT

Problem back again, nothing changed on my side, This seems to be a BT generated issue

Re: Email not working

bielec — Sat, 12 Feb 2022 17:28:37 GMT

I have also started getting this exact problem. I can connect to BT email using BT as the service provider but cannot connect on my other (main) provider. As an aside, the email login has also started taking 3 or 4 minutes to connect which is painful. This all started on 10/2/22 and I am in the uk. What can I do?

Re: Email not working

bielec — Sun, 13 Feb 2022 14:05:28 GMT

Well, mine started working again after 3 days. No action on my part!