This topic

Accounts constantly being blocked

ChesterDrawers — Sat, 29 Jul 2023 20:24:06 GMT

Hello. My BT ID and various emails connected to BT which either belong to myself or family members are being frequently blocked by BT suspicious activity. Also trusted devices are being asked for pincode when that shouldnt happen. I had to reset all the passwords a few weeks ago. This means changing all passwords on all devices. Spoke to the Live chat and it was supposed to be sorted Now today its happened again have to change all the account details.

No use saying to me there is suspicious activity if it doesnt say what. All devices are virus free and the fact its asking me for pincodes for trusted devices something is clearly wrong. I will again message BT when the Live help appears.

Peter

This must be the 6 time in total ive had to reset all accounts

Re: Accounts constantly being blocked

RobbieMac — Sun, 30 Jul 2023 09:28:58 GMT

Hi @ChesterDrawers

Thank you for your post and welcome back!

I am sorry for the problems you're having with your emails. If we notice suspicious activity in your account, we'll protect it immediately by blocking access. Can you run through the guidance on this help page, please? >> How can I tell if my email account is no longer secure? <<

Post back and let me know how you get on 🙂

Thanks,

Robbie

Re: Accounts constantly being blocked

ChesterDrawers — Sun, 30 Jul 2023 10:13:54 GMT

Hi Robbie Emails are accessed either on the computer or on the mobile using bluemail app. The computer is a trusted device and that is now asking me for a pincode sent to the mobile when I log into my main email. Sometimes all the BT ID is being blocked and several emails on the account. Last night I had to reset 3 accounts. A few weeks back it was 6 on each device that all passwords had to be changed. Full security checks have been run using Norton and there is no sign of any suspicious activity.

I use Nord VPN on the computer and phone but disconnect this before accessing any mail accounts.

I will get notifications on bluemail of an email message when the VPN is on. But I don't open them up. The fact that im being asked for a pincode when accessing p***r email on a trusted device is clearly wrong.

That would only happen if the VPN was active

Regards

Peter

Re: Accounts constantly being blocked

Andy_N — Sun, 30 Jul 2023 10:24:07 GMT

Please be aware that if any app or device tries to access an email account when VPN is on, and then tries to access with VPN off - it is possible the system sees this as two attempts roughly at the same time from completely different locations.

This could even happen when using data out an about just before using it at home on your own broadband.

However - BTinternet email is far too over sensitive - stop using it and use something else like Gmail. (Though gmail will occasionally ask to confirm a device).

Re: Accounts constantly being blocked

ChesterDrawers — Sun, 30 Jul 2023 11:12:47 GMT

Unfortunately changing all the BT email accounts on all applications and contacts to Gmail on all contacts correspondence on each user for every organisation that has a BT mail down would add up to hundreds of contacts to be notified.

Re: Accounts constantly being blocked

Andy_N — Tue, 01 Aug 2023 18:07:37 GMT

@ChesterDrawerswrote:
Unfortunately changing all the BT email accounts on all applications and contacts to Gmail on all contacts correspondence on each user for every organisation that has a BT mail down would add up to hundreds of contacts to be notified.

Yes, it can take months to sort out - but you will be better off in the long run. And not tied to an ISP email address if you go elsewhere.

Re: Accounts constantly being blocked

Jwtt123 — Sat, 06 Apr 2024 04:49:12 GMT

Hi,

I am constantly since 2 weeks ago having to login and verify myself because my account keeps getting limited by your security measures.

No one is trying to access my email account, I never use BT Mail, I only ever access my emails from my iPhone Mail app

Whatever you have done recently has broken everything.

Can I turn off this feature because it’s really starting to annoy me. I can’t even reset my O2 password lol, everytime they send a password reset email your silly security measures blocks the email, I added them to my allowed senders and still nothing.

How do I remove all security features?

Re: Accounts constantly being blocked

PeterE17 — Tue, 09 Apr 2024 07:48:35 GMT

@Jwtt123 Judging by the tone of your post, you seem to think that you are talking to BT.

You are not. This is a community forum where BT customers can seek and receive advice from other customers.

To speak to BT about security, call them on 0330 1234 150.

Re: Accounts constantly being blocked

licquorice — Tue, 09 Apr 2024 08:33:39 GMT

@Jwtt123 you have absolutely no idea whether somebody is trying to access your emails or not.

It could be something as simple as somebody making a typo when trying to access an email address 1 character different to yours.