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Premium email in outlook not working since 1st Feb

dcl — Fri, 02 Feb 2024 20:31:08 GMT

I pay for premium email, using outlook to manage many accounts is important to me.
Until yesterday, I could see all my emails on web mail, my IOS mail and in my outlook classic.

Then yesterday I stopped seeing emails in outlook.

Today i have spent 2 hours in a BT message chat with live agent and an hour on the phone. They have had me reset email passwords and accounst in outlook with no luck. They say it is outlook not BT. I am unconvinced, especially as they gave me different answers.

At one point I was told because i had not paid my bill i had been downgraded hence why it doesnt work. That actually makes sense, 1st of the month. However when i spoke to billing they said all was OK and that I was premium.

Anyone any ideas? I need this to work.

Re: Premium email in outlook not working since 1st Feb

gg30340 — Fri, 02 Feb 2024 23:22:16 GMT

Log onto your MyBT and go to "Your Products" and then "Email, Manage" and if you look at the top of the page it should show "Account Type". What does it show?

Re: Premium email in outlook not working since 1st Feb

dcl — Sat, 03 Feb 2024 10:45:19 GMT

thankyou for that, it does say premium, so that isnt my problem, but still cant see in outlook

Re: Premium email in outlook not working since 1st Feb

gg30340 — Sat, 03 Feb 2024 15:17:42 GMT

As a way of trying to see where the problem may lie can you try downloading another email client such as Thunderbird or Bluemail and set it up as an IMAP account if that is what you are using to see if it will connect and work.

If it does work it would tend to point to Outlook being the problem and if it doesn't work it would point to BT being the problem.

Re: Premium email in outlook not working since 1st Feb

dcl — Sat, 03 Feb 2024 20:46:17 GMT

so the cynical me thinks there was an issue at BT end, because i woke up this morning having done nothing else and all worked in outlook. I have to recover 2 addresses but the main two work.

Thankyou for you help in navigating account pages