This topic

Re: Email account

Redlollipop — Thu, 05 Oct 2023 11:33:23 GMT

Hi RobbieMac

I've arrived here through desperation at not being able to log in to my email. I was beginning to think that maybe it was because I use an older desktop with an older windows programme (OK I know I should update it but it works well for what I need although the mouse freezes occasionally but all my other internet pages are working as they should). I can now see from the posts here that it's most likely a BT problem and not my PC.

I've been having weekly problems for over 12 months logging into email. I only use BT email and I use the same login details for both MyBT and email. Most times when I log in to the email from the email link on the BT header bar it works but sometimes it loads the log into email page, I log in but it loads the MyBT account page. I log out and do other things on the internet for 30 minutes or so, go back to BT and try the email link again and it loads my email. I had the problem when logging in to email on Tuesday but eventually 30 minutes or so later it logged in to email, I sorted the emails and logged out.

I attempted to log in on Wednesday, clicked on the email link on the BT header, it loads the email log in page, I enter my log in details, click sign in, it tries to connect for a few seconds and then reloads the email log in page, removing my entered details. If I click on the MyBT link from the header it loads the MyBT log in page, I enter my details and it takes me to MyBT so no problem there. I have noticed that one community member to respond has said that they have been able to access their mail through the link you have given. It is still the same today (Thursday)

I can confirm that the email link you have given is the link I am using and I have tried to log in with that and I get exactly the same problem from your link as I do from my own link. It doesn't give me any error message, it just reloads the log in page. I've tried signing in as usual, also tried clicking 'keep me signed in' and that's the same, it just reloads the email log in page.

I do hope that a solution can be found as soon as possible as there are other web pages that I need to deal with that require information from mails to my email address.

As the saying goes 'technology great innit when it works, when it doesn't it's a pain in the proverbial.'

Re: Email account

gg30340 — Thu, 05 Oct 2023 11:36:38 GMT

I have moved you onto your own thread rather than hijacking another thread. This will allow you to get answers to your problem and avoid confusion with the other posters thread that you posted on.

Re: Email account

gg30340 — Thu, 05 Oct 2023 11:41:28 GMT

Have you tried clearing your web browser's history and cookies?

Have you tried a different browser?

Try using this link

BTMail

Re: Email account

Redlollipop — Thu, 05 Oct 2023 11:42:43 GMT

Thank you for moving my post.

Re: Email account

Redlollipop — Thu, 05 Oct 2023 11:55:09 GMT

Many thanks for the advice. I thought I had cleared all the info but maybe not as I've tried it again and used the link that you have given and I'm in, I have my emails. Thank you again I'm most grateful for your help and advice. Much appreciated.

Re: Email account

Raymond3 — Thu, 05 Oct 2023 12:25:04 GMT

I had problems with logging into my email as well. I don't know if you know that they are changing the way you login to email. You need to have separate credentials for logging in to MyBT and email. You can keep the same credentials for logging in to MyBT but you will have to have a different email address for logging in to email, or vice versa. You could use different credentials for logging in to MyBt and keep your original credentials for logging in to your email.

I did this but it still did not work until I got the link from RobbieMac and used that. I used that link and was able to access both MyBT and email. Then I discarded RobbieMac's link and was able to log in as normal. Sometimes I get logged in to email instead of MyBT but can still access email from the MyBT header so it's not 100% perfect but I can access both. I use Opera browser and have separate tabs for MyBT and Email and use it's built in password manager.

Cheers

Raymond3

Re: Email account

RobbieMac — Thu, 05 Oct 2023 14:30:56 GMT

Sorry for the late reply @Redlollipop

I didn't get the tag notification so only seeing this now. Really glad @gg30340 got you sorted 🙂

All the best,

Robbie

Re: Email account

Redlollipop — Fri, 06 Oct 2023 11:59:47 GMT

Thank you for your reply. I thought I had sorted it yesterday. Today I tried to log in to email using the email link and it loaded MyBT again. I logged out and tried to log in to email again, failed, it reloaded the email log in page. The link given in the replies to my original message is the one I'm using, the same one I have always used. Have tried deleting history/cookies again, still no luck. I'll try again next week. I only have one email address and one password and use those for both email and MyBT. I've checked the instructions and unless I've misunderstood I can still use that for both using whichever link I need to access, is that correct. After clicking 'sign in' the loading info gets to 'strong.authsec' and reloads the log in page. Uncertain now if it's the website or my PC.

Re: Email account

Redlollipop — Fri, 06 Oct 2023 12:06:09 GMT

Thank you for the info. Since the previous change I've only been able to access email or MyBT from the header link. If I attempt to move from one to the other whilst logged in I have to log in to the other page. Unfortunately I only have one email address, one password and one brower. After deleteing history/cookies yesterday it worked but it's failed again today.

Re: Email account

NeilO — Fri, 06 Oct 2023 13:29:51 GMT

Hi @Redlollipop is your web browser up to date? What happens if you enter www.bt.com/email into the address bar, can you sign into BT email?

Thanks

Neil

Re: Email account

Redlollipop — Mon, 09 Oct 2023 11:33:41 GMT

Many thanks for your reply. I'm still working with an older PC and Google but all other websites work OK. I can get into MyBT from the MyBT Link. I'm using the correct BTemail link which often loads MyBT instead of email, leave it up to an hour and try again and it usually works. Since last Wednesday the email won't load at all it only reloads the log in page. I've tried my old IE browser and that does the same. Over the weekend I've been thinking a seem to remember I had the same problem some years ago and Tech Support were able to resolve the problem remotely but correcting some settings but what settings and how I haven't a clue. I've tried contacting Tech Support this morning but got cut off before the problem was resolved. TS asked me to download the Microsoft Edge Browser but I've looked and there appear to be problems with it for W7 so not sure if another one will work.

Re: Email account

NeilO — Mon, 09 Oct 2023 13:16:19 GMT

@Redlollipop is it possible for you to download and try an alternative browser like Firefox to see if that helps?

Thanks

Neil

Re: Email account

Redlollipop — Thu, 12 Oct 2023 07:29:54 GMT

Thank you for your advice. I don't think I need to do that now since I had time to contact Tech Support yest. (Wed) explained in detail the problem and was advised to clear Google again. I thought I had done that last week but I hadn't cleared cache. I cleared Google again, cache, cookies and history and keeping my fingers crossed it's working OK now, twice so far. I was also advised to clear Google every 14 days so I'll try that from now on.

Re: Email account

Redlollipop — Thu, 12 Oct 2023 07:40:37 GMT

Thank you everyone for your replies to my post with all of your very helpful advice. I hadn't had the time to contact Tech Support until Wed. I gave all the info regarding the problem accessing my email and it was very helpful. It was suggested that I clear Google again, this time including cache, which I have never done previously. I was advised to clear the info. every 14 days and I'll continue to do that. I've accessed email twice so far, so hope that the problem is resolved, now to get to work on the email backlog. Thank you again for all of your help and advice, much appreciated and I'm most grateful. Typing I can do, technology not good.

Re: Email account

NeilO — Thu, 12 Oct 2023 09:58:16 GMT

@Redlollipop Brilliant, I'm glad you got sorted in the end.

Thanks

Neil