This topic

BT server not recognising password from email client

Ian1147 — Fri, 01 Mar 2024 15:02:14 GMT

Hi,

I hope someone can help with this problem: I am running Win10 64bit with Thunderbird as my email client and I have BT high speed fibre to home. I have 3 email accounts, 1 with talk21.com and 2 with btopenworld.com. All were working perfectly 2 days ago. Yesterday the talk21 worked but the openworld ones threw up a box saying that the passwords needed to be re-entered. I did this but they didn't work. I contacted BT and it was suggested that I change passwords. I did this at bt.com/email via my browser (Firefox). The new passwords didn't work with Thunderbird but they did with bt via Firefox.

I thought that Thunderbird might be the problem (although the talk21 account still worked) so I uninstalled Thunderbird, used %appdata% to remove all traces and then cleaned the registry. I reinstalled Thunderbird, put in the email address and password for my talk21 account and Thunderbird automatically found the correct settings and installed the account. I tried to install both of the openworld accounts and in each case the correct settings were found but when checking the passwords the connection to the server failed.

I again removed Thunderbird as before and installed Mailbird which behaved in exactly the same way. Then I tried Postbox, Mailspring, Outlook and emclient. In each case talk21 went in correctly and worked but the openworlds were given the correct settings but failed when checking the passwords. (message says: Unable to log in at server. Probably wrong configuration, user name or password - the user names and passwords were correct).

The configuration for all 3 accounts is:

Incoming server

Protoco IMAP, Host name mail.btinternet.com, port 993, Security SSL/TLS, Authentication Normal password

Outgoing Server

Host Name mail.btinternet.com, Port 465, Security SSL/TLS, Authentication Normal password

I have been on the phone to BT several times and we have tried to solve the problem but to no avail and I have now spent over 15 hours on this machine and I'm getting fed up. Why did it suddenly stop working when the previous day it was fine and why does talk21 work in every installation but not openworld?

Any suggestion would be VERY gratefully received.

Thanks,

Ian

Re: BT server not recognising password from email client

licquorice — Fri, 01 Mar 2024 15:06:08 GMT

Try changing the account to xxxx@btinternet.com rather than xxxx@btopenworld.com

The 2 are interchangeable but the server might be having problems with openworld which is deprecated.

Re: BT server not recognising password from email client

Ian1147 — Fri, 01 Mar 2024 15:40:25 GMT

Hi licquorice,
Thanks for the quick reply.
I've just tried your suggestion on Thunderbird but, unfortunately, I still get the same error message.
I feel that it must be something to do with the BT server for 6 different clients to behave the same way.
Thanks again,
Ian

Re: BT server not recognising password from email client

licquorice — Fri, 01 Mar 2024 15:45:10 GMT

Can you confirm you are still a BT broadband customer or paying for Premium Mail, if neither, the accounts will have been downgraded to Basic mail which is only accessible via webmail.

If you are a BT broadband customer, try disconnecting your hub from line for half an hour or so to get a different IP address which might connect to a different server in the farm.

Re: BT server not recognising password from email client

Ian1147 — Fri, 01 Mar 2024 16:11:44 GMT

Hi,
Thanks again. I am a broadband customer so I shouldn't have been downgraded but I'm waiting for a call back from BP so that I can check that my openworld accounts haven't been downgraded for some reason. When that is sorted out I'll be able to disconnect the hub and check. One of the joys of fibre - hub down, phone down - such is progress!.

Re: BT server not recognising password from email client

Ian1147 — Fri, 01 Mar 2024 16:44:24 GMT

Hi,
I've just had a phone call from BT and the person at BT thinks that my openworld accounts have become unlinked from from my BT account and are being treated similarly to basic WebMail. If this is the case it would explain why Thunderbird cannot connect them. I have no idea how this could have happened nor do I know why talk21 is unaffected but the BT agent said that he has passed it over to their technical dept to sort out. It may take a couple of days and I'll post the results either way. Thanks for suggesting the idea of a possible WebMail based cause.

Re: BT server not recognising password from email client

Ian1147 — Fri, 08 Mar 2024 17:05:47 GMT

Some slight progress. BT checked and we have 2 accounts, a redundant one from before the switch to fibre (which was not cancelled) and a fibre one. The old account was deleted and all email addresses were moved to the fibre account. Going into bt.com shows the fibre account with 3 active email addresses, all of which can be accessed via bt.com (as before).

But, I can still only get talk21.com on Thunderbird. However, going into BT.com I created a new btinternet .com address & password which was picked up perfectly by Thunderbird and can send/receive emails.

I do not know why the 2 previous openworld.com addresses (which worked on Thunderbird a week ago) still will not work. I've changed passwords and tried using internet.com rather than openworld.com to no avail.

Either Thunderbird is sending the wrong password or BT server is not accepting the correct one.

Work in progress!

Re: BT server not recognising password from email client

DanielS — Sat, 09 Mar 2024 09:17:41 GMT

Hi @Ian1147,

To me, it sounds like the original accounts are BT Basic Mail and the latest one you set up is our standard mail which gives you access to email clients and apps.

I can sort that out for you, I'll send you a private message with some details that I'll need.

Also, the Talk21 account is most likely linked to an even older account that is closed but hasn't been switched to BT Basic Mail. I can sort all for you.

Thanks,

DanielS

Re: BT server not recognising password from email client

Ian1147 — Sun, 10 Mar 2024 10:02:09 GMT

Solved!

Had a text from BT this morning saying that they had sorted the problem - and they have. It looks as though the 2 problem addresses were set to webmail and not standard. I put the settings & details into Thunderbird and they were found straight away and downloaded all my emails.

Thanks to everyone who made suggestions as to what the problem was.

Best wishes,

Ian

Re: BT server not recognising password from email client

DanielS — Mon, 11 Mar 2024 13:43:14 GMT

That's great news @Ian1147.

It's good to see they've been moved away from BT Basic Mail back onto our standard.

If you ever need help in the future, please, feel free to get in touch with us or as you did over the phone.

Thank you

DanielS

Re: BT server not recognising password from email client

Cycler51 — Sun, 17 Mar 2024 10:17:01 GMT

We are having exactly the same problem: tried multiple mail clients but they won't connect to our btinternet mail address. Webmail works fine.

We are BT customers with Halo Broadband, BT mobile too, so should definitely have the standard mail rather than the basic mail. Can anyone help please?

Re: BT server not recognising password from email client

NeilO — Sun, 17 Mar 2024 11:10:34 GMT

Hi @Cycler51 I'm sorry you're having problems with your BT email, I'll send you a private message so you can get in touch with your details and we'll be happy to look into that for you.

Thanks

Neil

Re: BT server not recognising password from email client

Ian1147 — Sun, 17 Mar 2024 11:57:51 GMT

BT sorted our problem out when we got through to someone in the email technical dept. Prior to that it was suggested that there was a problem with my email client (Thunderbird). I checked Thunderbird by creating a brand new account and password and it worked OK so it was being set up as standard. It looks as though your accounts have either been switched to webmail or were not transferred over if you set up a new deal with BT.

Talk to someone specifically in technical, they sorted us out very quickly once we got the right dept.

Good luck,

Ian

Re: BT server not recognising password from email client

HarrisJB — Thu, 02 May 2024 15:36:33 GMT

Hi,

I am having a very similar, if not identical problem. I cannot send out emails using Microsoft Outlook 2016 as a client and BTinternet.com as my email service. It used to be work but I changed my BT account password and from then on Outlook failed to connect to the outbound SMTP server to send messages ( it can receive messages OK). However, if I switch off my BT home hub for short time and restart it, then Outlook becomes able to manage messages in inbound and outbound directions. But only for a 24 hour period, next day it has reverted to failing.

I can manage inbound and outbound emails successfully by using the BT web site or the BT app. I am a broadband customer of BT. But I wish to use M'soft Outlook as I always used to be able to do until March 2024.

I have spoken the BT emails support team who tell me that this is an Outlook problem and that they are powerless to help. From what I have read in this thread I am not sure I trust that diagnosis. I have run scanpst.exe repairs and outlook email repairs but to no avail.

Can someone help me get this sorted, please? JH

Re: BT server not recognising password from email client

licquorice — Thu, 02 May 2024 15:43:25 GMT

Bit of a long shot, but try unticking the option in the SMTP settings to use the same credentials as the incoming service and enter the credentials manually for SMTP.

Re: BT server not recognising password from email client

HarrisJB — Thu, 02 May 2024 17:25:18 GMT

Thank you for the suggestion. Sadly, it makes no difference. I tried that a while ago and still the same result.

Re: BT server not recognising password from email client

gg30340 — Thu, 02 May 2024 19:05:13 GMT

Was the email address you have set up on your current BT Broadband account or have you at any time since setting it up left BT Broadband and subsequently returned at a later date?

Have you checked in your MyBT > "Your Products" > "Email, Manage" to see that your "Account Type" of email is showing as "Standard" and that the email account is showing as one of your accounts?

To try and establish where the problem may lie have you tried a different email client such as Thunderbird or BlueMail to see if the problem is with Outlook?

Have you tried the sledge hammer option of uninstalling and reinstalling Outlook?

Re: BT server not recognising password from email client

HarrisJB — Thu, 02 May 2024 19:40:54 GMT

Thanks for your response. I have been with btinternet.com for many years so no, I have not ceased and restarted it.

My service type is 'Standard'.

I have not tried another email client but I will do so soon!

I have Office 2016 which I bought from BT when I was in its employment! I have reinstalled it a few times because it seems Office 365 code curiously gets installed when or if an 'Office repair routine or even a Microsoft update is implemented. At the moment however it is pure Office 2016. But reinstallation alone does not fix the issue.

I am convinced that as Outlook does not change configuration on my device between when SMTP is working until it is not working (my PC is shut down in that period), so therefore the disruptive change in status seems as though it must be elsewhere, and Outlook itself seems not to be to blame. It seems as if the DCHP IP address generated by the home-hub (BT Smarthub 2) has a significant bearing on whether the client - server link is correctly functioning for SMTP, and that it times out after a period. After that happens I assume that mail.btinternet.com refuses to accept a transmission from my Outlook >> HomeHub>> Btinternet.com server virtual circuit loop.

It's a pain and I do appreciate your helpful suggestions. >>>> Thank you again.

Re: BT server not recognising password from email client

licquorice — Thu, 02 May 2024 19:45:33 GMT

It really is the weirdest of problems with a router reset restoring SMTP service.

Another long shot. Try giving your device a static IP address outside of the DHCP range of the hub directly on your network adapter.

Re: BT server not recognising password from email client

HarrisJB — Sat, 04 May 2024 13:57:28 GMT

Today when my Outlook was not sending mail I loaded and tried to send with Thunderbird as you suiggested. It also failed and produced a send message error which read,

" Sending of the message failed.