This topic

Email system repeatedly shuts down

MNarshall — Tue, 10 Oct 2023 07:51:13 GMT

Over the last week or so I have faced an unacceptable situation with BT email. I sign in online and the systems can sign me out with an hour, ten minutes or even under a minute. I am using the correct (new) BT address. If I'm lucky, an incomplete email might be saved as a draft. Am I alone in facing this problem?

Neil

Re: Email system repeatedly shuts down

PeterE17 — Tue, 10 Oct 2023 10:54:19 GMT

No Neil, you are not alone - I came to the forum to investigate that very problem.

I click the "Keep me signed in" box but I get signed out (kicked off, disconnected, whatever you want to call it) after a random time - maybe a day, maybe 2 hours, maybe less. There is no pattern.

I'm going through the new email login screen via Google Chrome, which worked perfectly with the old email setup.

Mods - @PaddyB for instance - are you aware of this?

Re: Email system repeatedly shuts down

MNarshall — Tue, 10 Oct 2023 10:56:18 GMT

Peter - that I'm not alone gives me a small amount of comfort.

For the Mods, I am using Microsoft Edge with Win10 - both absolutely bang up to date. I can check the 'Keep me signed in box' and yet sometimes get immediately disconnected.

This problem is not what I expect from BT...

Neil

Re: Email system repeatedly shuts down

NeilO — Tue, 10 Oct 2023 11:01:53 GMT

Hi @MNarshall & @PeterE17 I'm really sorry about the problems you're experiencing. Our email would like to take a look at this and I'll send you both a private message so you can get in touch with your details.

Thanks

Neil

Re: Email system repeatedly shuts down

PeterE17 — Tue, 10 Oct 2023 11:53:14 GMT

@NeilO - thanks, private message has been sent.

@MNarshall - Neil, knowing that two browsers fail should help the tech team. I hope.

Re: Email system repeatedly shuts down

PeterE17 — Tue, 10 Oct 2023 13:20:41 GMT

@NeilO - you might want to look at this post - https://community.bt.com/t5/Email/Signing-into-email-constantly/td-p/2317222 - three more reports of the same situation.

Thanks in advance.

Re: Email system repeatedly shuts down

NeilO — Tue, 10 Oct 2023 13:28:25 GMT

Thanks, @PeterE17 I've passed over your details, can you let me know what device you're using to access BT email on Chrome?

I'll also let them know about the other thread.

Neil

Re: Email system repeatedly shuts down

gg30340 — Tue, 10 Oct 2023 13:28:31 GMT

Just a basic check. Have you tried clearing your browser's history and cookies since the changes were made to the email system?

Re: Email system repeatedly shuts down

PeterE17 — Tue, 10 Oct 2023 13:38:30 GMT

@NeilO Thanks, I use a Toshiba Satellite Pro running Windows 10 - that's currently only my connected device

Re: Email system repeatedly shuts down

PeterE17 — Tue, 10 Oct 2023 13:44:11 GMT

@gg30340 Thanks, but yes, partially - I cleared all the BT cookies I could find when I was switched over to the new access method although I'm not going to sacrifice my entire browsing history because it's useful at the moment (but I might try again when time allows, I'll delete cookies and BT browsing history).

Re: Email system repeatedly shuts down

gg30340 — Tue, 10 Oct 2023 13:48:57 GMT

Try it on a fresh install of a different browser such as Firefox if you don't want to clear your present browser.

Re: Email system repeatedly shuts down

MNarshall — Tue, 10 Oct 2023 14:21:04 GMT

Thanks but I shouldn't have to use a different browser to send email.

Neil

Re: Email system repeatedly shuts down

gg30340 — Tue, 10 Oct 2023 15:03:56 GMT

@MNarshall wrote:

Thanks but I shouldn't have to use a different browser to send email.

Neil

I am not asking you to. In fact I am not asking you to do anything. I am asking @PeterE17 to try it to see if it is a cookie issue.

I will happily leave you to it now.

Re: Email system repeatedly shuts down

JPearn — Tue, 10 Oct 2023 15:34:47 GMT

me too

Re: Email system repeatedly shuts down

PeterE17 — Tue, 10 Oct 2023 17:36:44 GMT

@gg30340 I don't think that trying another browser would help unless we know the BT "official" time out value. Without this value it won't be possible to distinguish between a planned time out and a system problem. As it has been established that the problem goes across at least two browsers the tech team have plenty to work on. Plus, I'd find it tricky to monitor another browser; other things to do and all that.

Re: Email system repeatedly shuts down

licquorice — Tue, 10 Oct 2023 17:46:55 GMT

The whole concept of using a web browser to collect email is totally alien to me. Just download a free email client such as Thunderbird and enjoy a far superior experience without the problem you are currently experiencing.

Re: Email system repeatedly shuts down

Froggy_Lady — Tue, 10 Oct 2023 21:07:53 GMT

Thank goodness - I thought it was just me. Having to sign in again every few minutes if I change a page is getting very boring. What is BT going to do about it to fix this annoying problem?

Re: Email system repeatedly shuts down

rogerdee — Wed, 11 Oct 2023 09:03:03 GMT

I am sure BT are looking at this. If you are using Edge then use a private browsing session and see if that helps?

As we can't fix the problem ourselves as users, I am just trying to help with a temporary suggestion until the problem is resolved.

Re: Email system repeatedly shuts down

Froggy_Lady — Wed, 11 Oct 2023 10:14:45 GMT

I'm not using Edge but Firefox on Windows 11. I wonder how many hundreds if not thousands of BT customers are just putting up with the inconvenience and don't know about Community - and they're not alone.

The joys of modern technology!

Re: Email system repeatedly shuts down

rogerdee — Wed, 11 Oct 2023 10:49:39 GMT

I've been logged in for hours without being kicked off, so it doesn't look like it is everyone.

I am using Microsoft Edge on Windows 10.

I'll put my thinking cap on and see if I can think of anything else that may help.

As much as I know you shouldn't have to use another browser - have you tried it?

Chrome only takes a couple of minutes to download and install and if that solves the problem in the short term then surely worth a go???

Roger