This topic

cant find my older emails?

andrewG2 — Tue, 10 May 2022 09:10:08 GMT

I have folders that automatically group emails from certain senders and found that they were blank when looking for an important email. BT Tech Support advised that you cannot see emails older than 5 years but when was this procedure brought in?

Re: Cannot View my Emails earlier than June 2016

andrewG2 — Tue, 10 May 2022 09:11:40 GMT

i am having the same exact problem with my email account too. i am unable to see my emails earlier than 2018. dont know whats hapening.

Re: cant find my older emails?

gg30340 — Tue, 10 May 2022 10:02:44 GMT

@andrewG2 wrote:

I have folders that automatically group emails from certain senders and found that they were blank when looking for an important email. BT Tech Support advised that you cannot see emails older than 5 years but when was this procedure brought in?

Were you advised that as well or was it the OP of the other thread that you posted on because it is a load of rubbish.

I have emails in folders dating back to 2006 and they are all there.

How do you access your emails, is it using a web browser or with an email client/app?

Have you checked by logging onto your BTMail account directly using a web browser?

Re: cant find my older emails?

Spontin — Thu, 09 Jun 2022 13:12:14 GMT

Well, you're lucky then.

BT Support advised that emails older than 6 years are unavailable and even logging in to BT Mail via their own website system shows exactly the same issue - nothing older than 6 years ago!!

Re: cant find my older emails?

gg30340 — Thu, 09 Jun 2022 13:54:53 GMT

@Spontin wrote:

Well, you're lucky then.

BT Support advised that emails older than 6 years are unavailable and even logging in to BT Mail via their own website system shows exactly the same issue - nothing older than 6 years ago!!

Luck has nothing to do with it. BTMail is supplied with unlimited storage and there is no time limit on how long your emails are kept as long as you are using the email account on a frequent basis.

There is nothing in BT's Terms and Conditions stating emails will be deleted after six years.

See Terms and Conditions.

Email terms and conditions (bt.com)

However just to make certain I have asked the moderators to comment on what you have been told because as far as I am concerned the BT Customer Support rep is giving out incorrect information.

Re: cant find my older emails?

Spontin — Thu, 09 Jun 2022 21:22:22 GMT

Thanks for looking to raise this upwards.
I checked the T&Cs before I spoke to the BT Support line and relayed the same terms as you’ve just mentioned. However this seemed to make no impact and the contact didn’t seem to be aware of any of this.
I had the feeling that whoever I was speaking to was a 3rd party contractor who referred to “BT” and not “we or us”. A feeling of “washing my hands of the issue”.

Re: cant find my older emails?

allanraymond — Thu, 16 Jun 2022 15:39:24 GMT

I have emails back to 2005 if I access via Web Mail rather than client email program.

Re: cant find my older emails?

gg30340 — Thu, 16 Jun 2022 15:50:19 GMT

I am still awaiting a reply from the moderators regarding the information supplied by the Customer Service reps. Hopefully they will respond by posting on the thread sometime soon.

Re: cant find my older emails?

NeilO — Thu, 16 Jun 2022 15:58:10 GMT

Hi Everyone, As far as I am aware there is no time limit on how long your emails will stay on the BT servers. I believe the information provided by the helpdesk is incorrect and I'm really sorry about that. I'll highlight this thread to the email team to bring it to their attention.

Thanks

Neil

Re: cant find my older emails?

Spontin — Thu, 16 Jun 2022 21:52:05 GMT

Thanks for that input.

Will this action be able to restore my missing emails which is the key point to this thread?

Steve Pontin

Re: cant find my older emails?

NeilO — Fri, 17 Jun 2022 08:33:04 GMT

Hi @Spontin I'm sorry there is no way to recover them if the emails have been deleted from the BT server. If they're not there when you log in to BT webmail it's likely they have been deleted by another device that you might use to view your emails.

We can raise a case with email experts to check the server logs to see how they've been deleted so we can try to help you stop this from happening again. I'll send you a private message so you can send over your details to the moderation team.

Thanks

Neil

Re: cant find my older emails?

omcc — Fri, 19 Aug 2022 01:51:13 GMT

Hello @NeilO ,

I have a similar problem with regards to older emails. I don't believe any of my devices have deleted them but I don't have anything past ten years. Would it be possible for someone at BT to look into this?

Thank you in advance for your help.

Olivia