This topic

BT Email access when abroad

Globalist — Thu, 12 Oct 2023 18:47:14 GMT

I spend long periods abroad in Asia, and since CoVid 19 lockdowns, when travel re-started I now find that when I am in Asian destinations I cannot access either my BT Account (for bills) or use BT Email -, either directly thru BT Webmail or using client programmes such as Outlook and Samsung Mail (on mobile). It would seem as if BT main some changes to security protocols as since 2021 whenever I am abroad and trying to check BT emails, within a day or so of arrival I am LOCKED OUT of all BT services with a screen message = "Suspicious Activity". Why is this happening? And how can I maintain constant access to BT Account & Email services whilst aboard???

(I've lodged frequent complaints to BT, without any resolutions, and am invariably cut off from all BT Access whilst in Asian countries until returning to UK, and logging in with NEW Passwords. When I tried to log in with new password abroad, I just get cut off again for "Suspicious Activity" within a short time, e.g a matter of minutes as I try to collect/download emails).

Re: BT Email access when abroad

rogerdee — Thu, 12 Oct 2023 18:54:55 GMT

AFAIK there isn't any restrictions whilst abroad.

Perhaps one of the Mods can look into this?

Roger

Re: BT Email access when abroad

gg30340 — Thu, 12 Oct 2023 18:55:27 GMT

Not a solution but the following could be a usable work around:- Get a Gmail account and set up forwarding from your BTMail account to it before you leave the UK.

Re: BT Email access when abroad

Globalist — Thu, 12 Oct 2023 21:08:33 GMT

I have all my BT email addresses set to auto forward to a Hotmail address. But this forwarding stops/fails soon as I'm blocked from account access for the "Suspicions Activity". Computer geek friends of mine suggest the problem maybe arises because I'm logging on 24/7 thru hotel wifi systems, and polling for emails using Outlook every 30 mins - and BT doesn't like the foreign IP links

Re: BT Email access when abroad

Globalist — Tue, 17 Oct 2023 07:59:54 GMT

I still have no solution to the problem (or explanation from the BT Tekkies who've communicated with me) as to why when I'm abroad in Asia (as I am every alternate month) I get blocked out of my BT Account (Can't even check bills) and my BT Email for so called "Suspicious Activity". As indicated if I follow the process to get back in by creating new password, I then just get blocked again within very short time. Can this relate to me using Outlook to download email to laptop? And I also download all email to thee Android phone. Everything works perfectly when I'm back herein UK, and even when I'm out and about in cafes, whatever, here. The blocking only occurs when I'm abroad and using hotel wifi systems or other public wife systems.

Does BT not have any responders on this forum? I have had direct BT responders previously log in an d control my laptop here, and they've actually seen the blocking messages, but so far never given me a solution. Meantime, of course, I'm paying for BT Emails monthly when half the time cannot get them (as even the Email forwarding ceases son as the Account is blocked!!!

Re: BT Email access when abroad

gg30340 — Tue, 17 Oct 2023 09:21:00 GMT

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

The problem is probably because most if not all public IP addresses, hotels public wifi included will be on a blacklist.

Have you considered using a VPN on your devices and setting it to access a UK server. Most VPN sites offer a trial period so you could try before you buy the next time you are abroad.

Re: BT Email access when abroad

Globalist — Tue, 17 Oct 2023 11:59:02 GMT

Yes, I had been using Nord VPN in the past, set to UK. BUT when BT Tekkie (Wayne from somewhere up North) accessed my laptop after my return from Asia, first time I had this blockage when travel re-started after Covid Lockdowns, he advised to remove NORD VPN as BT system did not like VPNs and would respond to the jump around IP addresses as suspicious activity. So, then I stopped using NORD either when in UK or when Abroad. Also I have Norton VPN, but that didn't solve the problem. So, I also do assume that BT just does not like their sites being accessed from non-UK public wifi systems. But I cannot be the only BT subscriber with this issue, as a frequent traveler to foreign destinations. Surely BT should be open to advise exactly the cause of the problem, and possible resolution.

Re: BT Email access when abroad

gg30340 — Tue, 17 Oct 2023 13:45:25 GMT

I travel abroad frequently as do many of my family and friends and none have had any problems with BTMail while abroad.

BT do not block foreign IP addresses on masse. BT have over 9 million broadband customers and no doubt the vast majority use BTMail and I would suspect many of them go on foreign holidays so if BT was blocking their email when abroad I would expect to see many more complaints on the forum and else where.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. However if you have already been in contact with the BTMail team I doubt there will be much more that they can do. They will advise you by posting on this thread.

Re: BT Email access when abroad

Globalist — Tue, 17 Oct 2023 15:08:24 GMT

17 Oct 2023

I am just now researching my records to see when I first encountered this blocking problem. Prior to Covid Lockdown, no issues. My first trip post Covid was from 17 June to 31 July 2022. (Vietnam & Malaysia). And then I was blocked from BT Access (using Oulook on laptop &Samsung Mail on 2 phones) from couple days after arrival at Vietnam. When I tried to gain access BT required me to go thru process of identification and creating new password - but soon after doing that, I was again blocked. I returned to London 31 July, but was then in contact with BT Executive Resolutions (Wayne Long) multiple times in early August as I remained blocked from BT Accounts. I kept the text message thread from 16 - 20 August - multiple phone conversations, several text messages (i have problem BT reference numbers), and couple of times accessing and taking over my laptop seeking solutions. Wayne Long considered NORD VPN was a problem factor, and he disabled it on my laptop. He commented that he thought a possible factor was that my access to BT within Asia was showing hundreds of different IP addresses. And he managed (somehow) to get into my BT Acount, and then set up new Passwords on my Laptop for my several BT email addresses. Then of course all worked will until my next trip (Dec 20223 to Jan 2023) - when all the same issues/problems arose within couple of days of my arrivals in Asia. In 2023 I've already made 4 x6 week trips to Asian places, and on every trip I get blocked from accessing my BT Account and my BT emails, both from BT Web Mail and thru Outlook and Samsung Mail (for "Suspicious Activity") shortly after arrival at my first destination, and that carries over to other destinations. If I try to resolve by clicking "Forgot Password" to gain a link to set new password, then if I manage to gain access into BT, it only last a short time until I'm blocked again if laptop is closed, turned off, hibernated, whatever. (And my 2 mobiles are never turned off but also lose access simultaneously! The problem is a mystery to me. I am not a computer geek. But I've been a business and personal computer user since the very first Alan Sugar Amstrad 8256 about 1985!!! And as I keep saying, nothing in my travel programme has changed in 20 years - always 4x 6 week trips, same destinations, same hotels, and so on. And first problem arose on first post Covid trip June-July 2022. Did BT do anything that might have changed their security protocols or algorithms during the 2 years of Covid?

Re: BT Email access when abroad

JohnC2 — Tue, 17 Oct 2023 15:12:59 GMT

Hi @Globalist, sorry you're having this issue when abroad. I think that this is not solely due to your travel as some of the community have already said.
If this happens again the best option would be to post back on the forum and we'll be happy to get the email experts review your email account.

Cheers

John

Re: BT Email access when abroad

Globalist — Tue, 17 Oct 2023 15:25:00 GMT

Well John thanks for your reply & advice.

Whilst is did get reconnect to BT Accounts and Emails from my return 9 October, I expect same problems soon after I get back to Asia from end November. I keep hearing that other persons don't experience same problems, so I try to figure what is different with my travel pattern or system of managing emails (e.g. using Outlook on laptop 24/7 and Samsung Mail on phones. My laptop is rarely off except when moving destinations.

Chris= Globalist

Re: BT Email access when abroad

Mikey_C — Tue, 17 Oct 2023 20:40:46 GMT

I'm having the same problem. No access to my BT emails in Saudi Arabia. I'm sure I had the same problem a few years ago in Vietnam, ridiculous

Re: BT Email access when abroad

Globalist — Wed, 18 Oct 2023 00:24:05 GMT

18 Oct 2023

Wow-Mikey_C

I'm surprised but pleased to see another person who has experienced similar problems with access to BT Accounts & Email when abroad. It happens to me all te times I am in Vietnam & Malaysia (where I spend months each year).

From other feedback in this forum I was beginning to think it was only me with such issues. But I have previously demonstrated the issue directly with screenshots and even the log in to my laptop by a BT Executive Resolution team member. Additionally I do have personal contacts who work in IT with software providers to the mobile industry, and they have also sen the problems on my laptop by accessing thru Team Viewer. So it will be great if at some point BT take this issue on board identify the cause, and offers solutions or way to work around.

Re: BT Email access when abroad

Mikey_C — Wed, 18 Oct 2023 04:20:56 GMT

Going through the BT solutions after I posted, I managed to get access to email on my phone via webmail on the BT website. Not ideal as I much prefer to use the email App on my Android phone and iPad, but a workaround...

Re: BT Email access when abroad

Andy_N — Wed, 18 Oct 2023 10:22:27 GMT

@Mikey_Cwrote:
Going through the BT solutions after I posted, I managed to get access to email on my phone via webmail on the BT website. Not ideal as I much prefer to use the email App on my Android phone and iPad, but a workaround...

This "issue" has been going on for years and actually reported in this forum many times.

The usual difficulty seems to be access via apps - i.e. imap or pop3 and smtp. This can easily be the host system blocking access to these for non foreign accounts. However it may not always be the case - it could easily depend on the host ISP in the country, some may allow it - others not so much. Webmail typically works, but again not always.

There could always be the case of BTinternet blocking various nation IP ranges due to possible security/spam issues reported,

Re: BT Email access when abroad

Mikey_C — Fri, 20 Oct 2023 19:37:12 GMT

After 4 days the App on my Android phone has suddenly brought through all the missing emails. Baffling, as I've changed nothing, and am still in Saudi!

Re: BT Email access when abroad

Steve5807 — Fri, 10 Nov 2023 08:32:01 GMT

I have experienced the same problem during a vacation in Vietnam this last week. I went through the security/reset process several times and made an expensive call to the helpline before I realised it was all futile. I was told the server regarded hotel wifi, especially VPNs as suspicious but I had no more success when I got access to a real private network. En route home I was able to log on from public wifi at Dubai airport without problems!

I am grateful the security is there for me but the price seems to be denial of legitimate access.

BT should tell us which countries/regions are likely to be affected and give instructions on the methods by which email might be received in those countries.

Re: BT Email access when abroad

Globalist — Fri, 10 Nov 2023 09:08:30 GMT

Yes, Steve,

I travel regularly to Vietnam . Malaysia, and other Asian places. And ever since travel restarted after Covid Lockdowns then this BT email denial of service has occurred. BT offer no solutions. And, like you I've made multiple phone calls to their (non) customer service personnel and scaled up to the Resolution Team. And pointed out that they also keep charging with no reduction when unable to access their Email system. I am now switching to using Gmail when travelling. I agree they should advise this problem, and list situation causes, like countries and places (such as hotels or outside venues (coffee shops, whatever). Chris

Re: BT Email access when abroad

Mikey_C — Fri, 10 Nov 2023 10:05:37 GMT

The whole situation is very confusing, and indeed annoying. Using various hotel Wifis across Saudi, some allowed me to access my BT emails through the Google App perfectly normally, while some didn't, forcing me to use webmail.

Thinking back, I have recollections of the same problem happening very occasionally in the UK a few years ago, where using certain public wifis (such as in pubs) it wouldn't allow me to access emails either.

Re: BT Email access when abroad

Andy_N — Thu, 23 Nov 2023 14:30:23 GMT

@Mikey_Cwrote:
The whole situation is very confusing, and indeed annoying. Using various hotel Wifis across Saudi, some allowed me to access my BT emails through the Google App perfectly normally, while some didn't, forcing me to use webmail.
Thinking back, I have recollections of the same problem happening very occasionally in the UK a few years ago, where using certain public wifis (such as in pubs) it wouldn't allow me to access emails either.

Frankly this doesn't point at being a BT problem, which a few of us have said over the years. It is the access point you are using, and could be blocked for smtp/pop/impa via apps etc due to a potential IP address issue. Webmail doesn't tend to have this problem as it's a different access - hence can usually work.

It's not for BT to tell everyone that access can be flakey at various places, for a start the list would be massive and could easily change.