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Email folders suddenly emptied themselves

garratt77 — Tue, 12 Sep 2023 20:30:13 GMT

Today, quite suddenly, all the sub-folders in my Inbox emptied themselves completely (there are 5 of these subfolders). The root Inbox was unaffected. I have other folders that are not in the main Inbox that were also unaffected. But I have lost hundreds of emails from the Inbox subfolders. Can anybody check what happened?

Re: Email folders suddenly emptied themselves

DavidM — Wed, 13 Sep 2023 08:07:16 GMT

Hi @garratt77 and welcome to our community.

Thanks for posting about your emails, I'm sorry you're having problems. How are you accessing the email? Is it via the app or webmail?

Cheers

David

Re: Email folders suddenly emptied themselves

garratt77 — Wed, 13 Sep 2023 08:11:35 GMT

Thank you for a speedy answer DavidM.

We generally use a client on a PC (eM Client). We also use webmail. Both ways have been 100% reliable up to yesterday.

Re: Email folders suddenly emptied themselves

DavidM — Wed, 13 Sep 2023 08:23:47 GMT

Thanks for getting back @garratt77

So the emails are missing on webmail? Have you checked www.bt.com/mail?

Cheers

David

Re: Email folders suddenly emptied themselves

garratt77 — Wed, 13 Sep 2023 08:30:17 GMT

Hi DavidM,

The mails are missing on both the client and on webmail.

Thanks again for your time.

Re: Email folders suddenly emptied themselves

DavidM — Wed, 13 Sep 2023 09:00:03 GMT

Thanks again @garratt77 .

This doesn't sound good. If they're not on webmail then they might have been deleted off the server. I can check that for you. I've dropped you a private message so send me over the details and we'll take it from there.

Cheers

David