This topic

Cannot to emails in 3rd party email apps

MikeBW — Mon, 29 Nov 2021 12:52:21 GMT

Hello. I,m having difficulty replying to emails using 3rd party apps like Windows mail on my desktop and Apple mail on my phone. I'm getting an error message "Cannot Send Mail" "The connection to the outgoing server 'mail.btinternet.com' failed. Additional Outgoing Mail Servers can be configured for Mail accounts in Settings > Mail > Accounts."

Please note that I can reply to emails using BT Webmail and the BT email app.

Anyone else experienced this issue? This has only been happening for about a week.

Thanks, Mike

Re: Cannot to emails in 3rd party email apps

gg30340 — Mon, 29 Nov 2021 13:39:14 GMT

Are you a BT Broadband customer or paying for your email through a BT Premium email account.

If neither of the above your email account will have been downgraded to the BTMail basic account which can only be used via webmail and not with email clients/apps

Re: Cannot to emails in 3rd party email apps

MikeBW — Mon, 29 Nov 2021 13:51:57 GMT

Hello.

I confirm that I have been a BT Broadband customer for many years but do not to my knowledge have a premium account. I am not paying for premium so I presume I have a basic account. This inability to reply is a recent occurrence across all my devices and I'm wondering what has changed.

Thanks, Mike

Re: Cannot to emails in 3rd party email apps

gg30340 — Mon, 29 Nov 2021 14:11:07 GMT

If you are a BT Broadband customer and your email is part of that broadband account, you will have the BTMail standard product and not the BTMail basic product.

See link

BT Email products | Types of BT Emails | BT Help

With regards to your problem, can you log onto your MyBT and go to "Your Products" then "Email, manage" and go to your email account. At the top of the page it will state what type of email account you have.

Have you checked that your email clients/app have the correct email setting as per this link

What are the settings for outgoing and incoming BT Email servers? | BT Help

Re: Cannot to emails in 3rd party email apps

MikeBW — Mon, 29 Nov 2021 14:30:06 GMT

email account is Standard.

These are the account settings in Windows Mail

Incoming settings are mail.btinternet.com:993:1

Outgoing settings are mail.btinternet.com:465:1

Outgoing server requires authentication is TICKED

Use the same user & password from sending email is TICKED

Require SSL for incoming email is TICKED

Require SSL for outgoing email is TICKED

Thanks, Mike

Re: Cannot to emails in 3rd party email apps

gg30340 — Mon, 29 Nov 2021 15:38:13 GMT

Can you send using 3/4g on your mobile phone?

Re: Cannot to emails in 3rd party email apps

MikeBW — Mon, 29 Nov 2021 16:40:51 GMT

Switched WiFi off and tried 4G.

No. Same cannot send message.

Thanks, Mike

Re: Cannot to emails in 3rd party email apps

gg30340 — Mon, 29 Nov 2021 16:52:33 GMT

This probably won't make any difference but could you try restarting your phone and try again on 3/4g and then with your wireless connection.

Does the not sending happen when you use the reply to function or when you send a new email or both?

Re: Cannot to emails in 3rd party email apps

MikeBW — Mon, 29 Nov 2021 17:55:00 GMT

Switched phone off and on and tried sending by WiFi and 4G but still cannot send.

The problem is only replying to emails. New emails are sent without a problem.

Thanks, Mike

Re: Cannot to emails in 3rd party email apps

gg30340 — Mon, 29 Nov 2021 18:05:12 GMT

I think there was a similar post a while back but as yet I have not been able to find it.

In any event if I recall correctly it was resolved with moderator intervention so with that in mind I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

Re: Cannot to emails in 3rd party email apps

MikeBW — Mon, 29 Nov 2021 18:33:08 GMT

Many thanks for your assistance.

I did search the forum for a related post but couldn't see one.

Cheers, Mike

Re: Cannot to emails in 3rd party email apps

StuartH — Mon, 29 Nov 2021 19:03:55 GMT

Hi @MikeBW

Thanks for posting, this is a strange one, but I can help get it investigated for you.

I have sent you a private message asking for more details, so we can investigate.

Cheers

Stuart