This topic

Re: SMTP server not working.

robbie100 — Wed, 21 Aug 2024 11:12:10 GMT

My BT SMTP is not working either. Here are the symptoms and what I have done so far.

Pop up message asking for password but this is rejected by the server.

Tried with both Outlook and Thunderbird

Issue occurs on my home broadband connection, but if I tether to my mobile phone network then it works fine.

Tried with two different PC's, one with brand new installation of the e-mail clients

Webmail works fine for sending and receiving

Interestingly, if I delete my e-mail passwords from the clients and then put them in again things work fine for a day or so and then it stops working again.

Checked my BT account and can confirm I have BT Premium e-mail listed, which I pay a monthly subscription for.

Anyone had similar or any ideas? I've spoken with BT e-mail support but they suggested a problem with the client, since i'd only been using Thunderbird at that point and webmail was working ok. However, problem same with Outlook.

Thanks in advance.

Re: SMTP server not working.

licquorice — Wed, 21 Aug 2024 11:17:37 GMT

It is probably a faulty BT SMTP server. Tethering your mobile will give you a different IP address which in turn will probably connect to a different server in the farm.

Try disconnecting your hub from line for half an hour or so to trigger a change in your IP address.

Re: SMTP server not working.

robbie100 — Wed, 21 Aug 2024 11:25:05 GMT

Many thanks for that. I work in IT and almost certain that there's an issue with one or more SMTP servers in their farm, even though they seem to want to lay the blame at the door of the client or something else on the local PC. Interestingly enough, my ISP (not BT) recently carried out a firmware update on my router and it was then rebooted. The SMTP then started working, presumably because a new IP may have been assigned. However, after a day things stopped working again and I was back to the dreaded SMTP password popup! Thanks again for your reply.

Re: SMTP server not working.

gg30340 — Wed, 21 Aug 2024 12:24:33 GMT

If you are not a BT Broadband customer or paying for your email account via a BT Premium email account it will have been downgraded to BTMail basic which can not be used with an email client or app.

See link

BT Email products | Types of BT Emails | BT Help

You should contact the BT Premium email team and get them to ensure that you do have BT Premium email even although it is showing as such in your MyBT.

Re: SMTP server not working.

robbie100 — Wed, 21 Aug 2024 12:57:01 GMT

I am a premium e-mail customer. I have had this confirmed both by looking in MyBT account and also from chatting with BT advisors. I am also paying a monthly subscription, although it does feel like I'm not receiving the service that I'm paying for!

Re: SMTP server not working.

robbie100 — Wed, 21 Aug 2024 13:00:19 GMT

What I am struggling to understand, bearing in mind I work in IT, is why can't BT look at log files and see if/why my login is being rejected. Could even do a test whereby I tell them that I'm going to attempt to send an e-mail and for them to see what is happening at their end. There must be logging, since I use it at work and I know it can be a pain to look through logs, it is often rewarding in terms of diagnosing and fixing issues.

Re: SMTP server not working.

robbie100 — Wed, 21 Aug 2024 13:02:59 GMT

Also, just supposing the e-mail account had been downgraded to basic, wouldn't this mean that pop and imap wouldn't work via a client or app either? These are working fine for me in my client and have never had an issue with them, only the SMTP.

Re: SMTP server not working.

Jim_Tennet — Thu, 22 Aug 2024 18:26:22 GMT

Robbie100: Indeed that has been exactly my experience. If I change passwords it will work for a day or two just as in your case. The problem is obviously with one or more SMTP servers. I also have worked in IT for more years than I care to remember.

What really gets my goat is BT's failure to look at any potential issue, blaming everything on the customer's email client. I have experienced the problem with 3 different clients. All clients receive mail but cannot send - the SMTP server rejects the password. The only client that works consistently is Apple Mail and even that has shown an occasional issue. I use a Mac but my wife only uses a PC and this is a major issue to her.

We also use Premium Email as we are no longer BT (or is that EE) Broadband customers.

BT Email Support merely say that because Webmail works, they do not have a problem. Utter balderdash. That is not Support as far as I am concerned.

Please let us know if you get anywhere.

Re: SMTP server not working.

robbie100 — Thu, 22 Aug 2024 20:38:54 GMT

Hi Jim

Yes, it is ridiculous and, to be honest, the BT Premium e-mail product is not fit for purpose. Saying that if webmail works then it's not their problem is simply not good enough, since webmail works for BT basic customers anyway, so what advantage is there of even having BT premium e-mail?

Interestingly, I just connected using VPN to a UK IP and managed to send mail, so simulating what some users have experienced when powering their router off and on and being assigned a different IP and the mail then working again for a while.

However, I shouldn't have to use a VPN or keep rebooting my router to get an IP, their SMTP servers should just work!

I'm considering what to do at this point as the system is unusable as it stands.

Re: SMTP server not working.

licquorice — Thu, 22 Aug 2024 20:50:31 GMT

I'll flag your problems to the mods to chase the email team. They may post in the morning for more information from you.

Re: SMTP server not working.

robbie100 — Thu, 22 Aug 2024 21:12:19 GMT

Many thanks for this, it’s appreciated.

There are clearly dodgy SMTP servers or over zealous rules at play here, possibly anti spam, but it clearly needs someone in the technical team to get to the root cause of the issue.

I’m clearly not the only one experiencing similar issues, as is apparent on these forums.

Re: SMTP server not working.

Jim_Tennet — Thu, 22 Aug 2024 21:12:24 GMT

robbie100: Interestingly, I use a VPN on my Mac for other reasons. Maybe that is why the Apple Mail works. Never thought of that. You are right though, as it stands Premium Email is not fit for purpose. BT are effectively giving me Basic Email for £7.50 per month. I am so angry.

Re: SMTP server not working.

drifter — Fri, 23 Aug 2024 06:10:53 GMT

I am now back to exactly wher i strted with this last week and thought I had fixed it two days ago by removing the BT email account off my Office deskstop and reinstalling it, and it worked. That was okay up to yesteday afternoon, as I am now nack to square one /cannot connect to server'.

What the goodness is going on and why is noone from BT monotoring these concerns. Do they really want customers to stay loyal to them or, when first oppotunity arises, jump ship and move to another provide who can provide a positive customer experience?

The BT website is a disgrace. Its all over the place and links for help pages now showing pages with product promotions etc instard of that help. Neither is there a search facility, why. I'm angry as I have just paid my monthly bill o £65+, for what?

Re: SMTP server not working.

drifter — Fri, 23 Aug 2024 06:24:42 GMT

UPFATE: Just seen something about VPN and I paused mine for five minutes and the BT emails are syncing with Outlook, but only whilst VPN paused

Re: SMTP server not working.

Leanne_T — Fri, 23 Aug 2024 10:21:04 GMT

Morning @Jim_Tennet @robbie100 @drifter

Thanks for coming to the community and letting us know the SMTP server is not working as expected.

I have sent you all a private message for some details and will feed this back to the relevant team to be investigated.

Thanks.

Leanne.

Re: SMTP server not working.

robbie100 — Fri, 23 Aug 2024 20:35:32 GMT

Hi again

Just thought i'd post an update on some more testing this evening.

I am currently connected to VPN (UK based IP address) and e-mails are sending with no problem at all.

However, when VPN is turned off and my public IP for my ISP is used, e-mails fail to send again, with the usual prompt for a password.

I know others have experienced similar, so hopefully this helps someone in the tech team narrow down the cause of the problem.

I've been contacted by Leanne (in this thread) and have been told that the tech team would investigate the issue, so watch this space.....

Re: SMTP server not working.

robbie100 — Fri, 23 Aug 2024 20:38:22 GMT

I agree that this isn't acceptable and that they currently have a product that is not fit for purpose. From my testing along, it is clear that the issue is at BT and nothing to do with my setup/connection.
This is backed up by the fact that yourself and others are having same/similar problems. Hopefully this can be fixed as a matter of urgency, but we shall see.

Re: SMTP server not working.

drifter — Sat, 24 Aug 2024 05:58:31 GMT

Robbie 100 - from what I have experienced from BT Help in recent months, is the lack of technical expertise in either solving the problem or unaware of what is currently happening in the industry that may or may not have had some impact on what the customer was currently experiencing.

As I mention elsewhere, we are now communicatng with 'Guides' who, I now believe, are multi-tasking, as everytime I calll about an issue with BT the end of that conversation I am being offered new for example EE mobile calls & data packages etc.,

Re: SMTP server not working.

Jim_Tennet — Sat, 24 Aug 2024 09:04:03 GMT

Drifter and robbie100: Not really a service is it?

Re: SMTP server not working.

robbie100 — Sat, 24 Aug 2024 22:22:16 GMT

It isn't a service that is fit for purpose currently, that's for sure.

With regards to tech support, I'd suggest they look at fixing this in a professional manner, otherwise I'll consider downgrading to basic e-mail and suggest other consider doing the same.

If they won't take us seriously then people should vote with their feet, as it's simply not good enough for a company the size of BT, or in fact any company for that matter!

@Leanne_T Any update on this please? Are you able to confirm that tech support are looking into this issue and that it will be resolved as a matter of urgency please?

Thanks