This topic

Problem with portal

IsaacZM — Tue, 25 Apr 2023 20:02:38 GMT

Hello, I am reaching out to you because I have the following issue: My uncle is trying to log in through the web portal but he keeps getting the ts-003 error (he is not using any VPN or proxy). However, when I connect through an email client like Thunderbird, I can log in without any issues. I am not sure if this is a bug in the web portal or if there is a solution to this problem.

Re: Problem with portal

licquorice — Tue, 25 Apr 2023 20:07:29 GMT

Presumably you are accessing at a different address, if so, can you login via webmail as well as Thunderbird?

Re: Problem with portal

IsaacZM — Tue, 25 Apr 2023 20:19:17 GMT

Weird I'm not using different addresses, I've tried clearing cache, cookies, etc. But the problem persists. I've made sure that I'm using the same IP.

Re: Problem with portal

licquorice — Tue, 25 Apr 2023 20:26:31 GMT

I assumed you were at a different address and therefore different IP address and was trying to eliminate IP address as cause of problem.

As you are using the same IP address, try disconnecting the hub from line for half an hour or so to trigger a change of IP.

Re: Problem with portal

IsaacZM — Sat, 29 Apr 2023 18:12:17 GMT

I change my ip three times i dont know why all ips blacklisten. I guess some problem with spain ip.

Re: Problem with portal

jac_95 — Sat, 29 Apr 2023 18:27:55 GMT

If you put the IP address into a IP address geolocator is the IP address registered in the UK?

Edit: just noticed you said the IP Address is in Spain? If so that is the reason, T&C's state it need to be accessed from UK. The error you see means you are trying to login to the BT account from a IP address that either not in the UK or from a known VPN - both actions will be blocked

Re: Problem with portal

gg30340 — Sat, 29 Apr 2023 18:45:19 GMT

@jac_95 wrote:

If you put the IP address into a IP address geolocator is the IP address registered in the UK?

Edit: just noticed you said the IP Address is in Spain? If so that is the reason, T&C's state it need to be accessed from UK. The error you see means you are trying to login to the BT account from a IP address that either not in the UK or from a known VPN - both actions will be blocked

There is nothing wrong with logging into your BTMail email account when in Spain. Every time I have visited Spain, which is many times, and many other countries I have had absolutely no problem from accessing my BTMail account.

Can you point out where BT state in their T&Cs that the email system needs to be accessed from the UK and can not be accessed using an IP address out side the UK and they will prevent BT customers from accessing their email unless they are using a known VPN?

All the T&Cs state is "it will be used mainly in the UK" and "you permanently or normally live in the UK and you will tell us straight away, and stop using the service, if that changes".

Email terms and conditions (bt.com)

Re: Problem with portal

jac_95 — Sat, 29 Apr 2023 18:54:16 GMT

@gg30340

Error code TS-0003 when logging into the BT Consumer Siteminder SSO gets invoked when you are either trying to login to the BT account from a known VPN or from an IP address not registered within the UK.

This only seems to happen when you try to access the emails by webmail (via the Siteminder SSO) and not by the IMAP and SMTP server.

https://www.bt.com/products/static/terms/oct2022btmail.html

As per T&C's of the service:

Special conditions that apply to the service

By using the service, you agree that:

it will be used mainly in the UK;
you permanently or normally live in the UK and you will tell us straight away, and stop

Re: Problem with portal

IsaacZM — Sat, 29 Apr 2023 19:01:23 GMT

Then i can't enter email from spain that ips is provide by isp i dont use any vpn.

You know some process to register ip, my uncle before lived in uk

Re: Problem with portal

IsaacZM — Sat, 29 Apr 2023 19:07:18 GMT

My uncle say leave permanly in the UK but he travels on business to spain often

Re: Problem with portal

jac_95 — Sat, 29 Apr 2023 19:08:48 GMT

Other than setting up your own vpn server back to a BT Consumer broadband connection afraid not.

Ip address are assigned by providers or carriers.

Unfortunately the error you are seeing is because you're trying to access the BT account and probably multiple times from a non UK registered IP address which has therefore meant you will be redirected to that TS-0003 error page.

You would need to login from an IP address within the UK to access the BT account from the browser.

As you have seen SMTP and IMAP connection should be ok.

Re: Problem with portal

gg30340 — Sat, 29 Apr 2023 19:11:21 GMT

@jac_95

I know what the T&Cs state, I posted them in my message and no where does it state what you have stated in your post.

I asked you "Can you point out where BT state in their T&Cs that the email system needs to be accessed from the UK and can not be accessed using an IP address out side the UK and they will prevent BT customers from accessing their email unless they are using a known VPN? because that is what you stated in your post when this is blatantly not the case when thousands of people who holiday in Spain and other people have property and live there for up to 90 days at a time have no issues what so ever accessing the BT email accounts either by webmail or email clients and include myself in that.

Re: Problem with portal

jac_95 — Sat, 29 Apr 2023 19:19:51 GMT

@gg30340

As already stated, I'm going by the error code and aligning that to the terms as to why that error is appearing.

You maybe able to login a few times from a non UK IP Address before that measure gets invoked, but once invoked you are redirected to the TS-0003 error code. To get around that error you need to use an IP address that's registered in the UK.

It may also be tied up, as it used the same BT Siteminder, to protect other parts of BT Consumer services such as BT Sport.

Re: Problem with portal

gg30340 — Sat, 29 Apr 2023 19:31:05 GMT

It may be what the error code is stating, although I doubt the error code is accurately reflecting what the error is and in event what you have stated it is not in the BT T&Cs.

I also doubt that "You maybe able to login a few times from a non UK IP Address before that measure gets invoked, but once invoked you are redirected to the TS-0003 error code. To get around that error you need to use an IP address that's registered in the UK" because I and other BTMail user that I know log access their BT email account more than "a few times" when in Spain and other countries without any problems what so ever and are you honestly suggesting that BT will not allow their customers to use their email account while on holiday!

Re: Problem with portal

jac_95 — Sat, 29 Apr 2023 19:45:25 GMT

@gg30340

You can let us know when you go over. It does however seem like there's been a change as the percentage of reports involving the invocation this error code seems to have increased or BT's updated their IP address geolocation database and blocklist with more IP addresses.

Re: Problem with portal

gg30340 — Sat, 29 Apr 2023 19:57:10 GMT

As I said, I would find it bizarre and totally unacceptable and no doubt other customers would as well, if BT are blocking your personal email account and preventing its use while outside the UK on holiday or an extended stay.

I am going to Spain in a few weeks time so will update.

Re: Problem with portal

gg30340 — Thu, 11 May 2023 17:44:39 GMT

As an update to the above:

I have been in Spain for a number of days now and I have had no issues sending and receiving numerous emails using an email client using IMAP on both an Android phone and Android tablet. I have also tested using webmail and there were no problems.

This has been the case while using wifi and 4g.

Re: Problem with portal

IsaacZM — Fri, 12 May 2023 05:53:50 GMT

I think problem when use a lot the webmail, my uncle never use a client such as thunderbird.

Re: Problem with portal

gg30340 — Fri, 12 May 2023 08:23:36 GMT

I tested with both webmail and an email client.

I have no doubt that BT are not preventing their email being used out side the UK and to suggest they are is nonsense.