This topic

Email Login problem

bstapleton — Tue, 01 Oct 2024 18:08:37 GMT

Hello

I keep getting my email blocked with a message saying there is suspicious activity around login and my account is blocked. I have changed my password many times and run anti virus since the problem started 3 days ago, had several Help calls with BT to resolve but the problem recurs later. I have been told,

1) it might be the browser (Firefox) I have changed settings with new password

2) VPN on is the problem ( I have disconnected)

I am 87 so find all this difficult.

Hope someone can offer solution

Re: Email Login problem

Katie_B — Wed, 02 Oct 2024 09:44:44 GMT

Hello @bstapleton.

Welcome to the community.

I am sorry to hear you are still unable to get logged in to your BT email account.

Are you able to try logging in via a different browser?

Katie

Re: Email Login problem

bstapleton — Wed, 02 Oct 2024 10:23:07 GMT

Hello Katie,

I had a long session with a customer services operator (extremely helpful and patient) My browser is Firefox and she suggested using Edge which I did and was successful. After further adjustments, change of password etc it seemed OK and I could access via Firefox again.

Later I got same message about password/address incorrect. It seems the only way I can get in is to change my password every time I want access.

One issue is that there is no way to reveal the password that is being rejected. ( a series of dots of automatic login)

Brian

Re: Email Login problem

Katie_B — Wed, 02 Oct 2024 11:28:02 GMT

Thanks so much for getting back to me @bstapleton.

Have you been able to try logging in again via Edge?

If this works I would recommend using Edge rather than Firefox.

Katie

Re: Email Login problem

bstapleton — Mon, 07 Oct 2024 17:59:43 GMT

Hello ,

Yes I did try Edge without success. A BT engineer visited to to sort the the problem which was line speed apparently (?) fitted a new master socket and restored my email to life. I am still not sure why my email was affected but not my internet.

Thank you for offering advice.

Brian

Re: Email Login problem

gg30340 — Mon, 07 Oct 2024 18:10:07 GMT

I suspect what really fixed it was when the engineer disconnected your BT hub in order to fit a new master socket it disconnected you from the BT network and when the new master socket was fitted and re-connected up your BT hub it would have been issued a new IP address and connected to a different BTMail server, which unlike the previous one was not blocking your email account.

The same thing would probably have happened if you had turned your BT hub off for about 30 minutes.

Re: Email Login problem

bstapleton — Mon, 07 Oct 2024 21:07:20 GMT

Thank you for that tip. I will remember that just in case that sort of problem arises again.