This topic

Emails disapearing

Clemente — Wed, 15 Jan 2025 12:24:03 GMT

I have contacted BT twice and still nobody can help me with this problem, I have lost 4years of emails going back to 2020 from my inbox.

Re: Emails disapearing

gg30340 — Wed, 15 Jan 2025 13:32:30 GMT

How do you access your email. Is it by using an email client/app or is it by using a web browser?

How many devices and which devices do you use to access your email?

If your emails are not showing in any folders including the Trash folder on the BT servers when you log onto your email account using a web browser it means that they are gone and can not be recovered.

For future reference you are best not to use the Inbox as an email depository. You should set up named folders and transfer the Inbox contents to the folders on a regular basis.

Re: Emails disapearing

Clemente — Wed, 15 Jan 2025 18:24:27 GMT

I log on through my BT email web browser and some times I check emails on my I Phone. This would not explain why suddenly I have lost emails from March 2024 going back to December 2020, but currently have all current emails from then.?

Re: Emails disapearing

gg30340 — Wed, 15 Jan 2025 18:37:14 GMT

I did not say it would explain why your emails have gone missing but may help to try and diagnose why they have gone missing.

When you use your iPhone to access your emails presumably you use an email app. If that is correct which app do you use and is the app set up as an IMAP account or a POP3 account. If you are not sure which it is you can check by going into the email apps settings.

Are the emails missing from your iPhone email app and when you log onto webmail using a browser?

Did you check all the folders on both devices?

Re: Emails disapearing

Clemente — Wed, 15 Jan 2025 20:15:46 GMT

I have checked all trash, bin and all folders on both my I Phone and BT web browser. Its the normal email app in blue which is IMAP.

Re: Emails disapearing

gg30340 — Wed, 15 Jan 2025 22:21:29 GMT

In the past when other forum users reported that this has happened to their email account and when it was investigated by the BTMail email team they were unable to state what caused the triggering of the deletion. All they could do was report which device triggered the deletion and it was found to be the users iPhone in each case. They were unable to recover the missing emails.

I have notified the moderators of the forum about this to see if they can have your problem investigated and if possible, recover the emails although as I previously stated I doubt they will be able to.

Once the Moderators have read this they may be able to help. They will advise you by posting on this thread.

Re: Emails disapearing

Clemente — Thu, 16 Jan 2025 08:56:58 GMT

I am very concerned with security on the lost emails, there were very important emails there concerning banking, pensions, savings, wills and other subjects, some even had links to passwords and other information.

I hope this is resolved but as you said its probably disappeared for good, I would like to thank you for your help with this as it was more than BT could say or do.

Re: Emails disapearing

gg30340 — Thu, 16 Jan 2025 10:39:48 GMT

As I previously mentioned you are best not to use the Inbox as an email depository. You should set up named folders and transfer the Inbox contents to the folders on a regular basis.

Any email system can be the subject of a hack so I would recommend that you also do not leave sensitive information and passwords stored in your email account but if you feel that you must you should definitely do as I have stated above.

I would also make a back up of any emails so that should anything like this happen again you will have a copy of your emails.

If you are using a PC or Laptop one of the easiest ways of doing that is to set up an email client such as Thunderbird as POP3 account and this will download all your Incoming emails onto your PC. Remember to tick the box in T'birds settings to "leave a copy on the server". This will allow them to still be available to your iPhone and Webmail.

You can then T'bird in your back up regime, assuming you have one

Keep in mind that a POP3 account does not synchronise folders with the BT servers so if you send an email on POP3 it will not be shown on your iPad or when you log onto webmail on your PC.

Re: Emails disapearing

Leanne_T — Thu, 16 Jan 2025 13:29:30 GMT

Hi there @Clemente

I am very sorry this has happened and you have lost important emails.

What did the team advise when you called? Has this been escalated for you?

Speak to you soon.

Leanne.

Re: Emails disapearing

Clemente — Thu, 16 Jan 2025 14:51:56 GMT

Hi I had two long conversations one through here on the messaging service and then one on the telephone direct with a person from BT. I went through various procedures and checks on my email page. Nothing was resolved, then due to some very important emails regarding pensions, wills, healthcare and banking disappearing and other important subjects I decided to raise a complaint, I was told that this would probably not resolve this and that the emails would now be lost. Not really the answer I want to here.

Re: Emails disapearing

Leanne_T — Thu, 16 Jan 2025 15:13:34 GMT

I see, thanks for coming back to me @Clemente

I have sent you a private message on here for some details.

Leanne.

Re: Emails disapearing

Keith_Beddoe — Thu, 16 Jan 2025 15:16:00 GMT

Email is not the place to store important documents, its best to save them to a secure storage device, or print a hard copy.

Its a pity you were not using an email client, as that would have given you the option of backing up any messages.

If they have been totally deleted by you, or one of your devices, them at least nobody else can access them. I am assuming that your account has not been compromised, and someone else has downloaded your information.

There are lots of phishing attempts by people pretending to be BT, and telling people that BT mail is changing, and they have to login to confirm their details, otherwise their account will be deleted.

Re: Emails disapearing

Shiraz21 — Thu, 23 Jan 2025 14:59:14 GMT

I have the exact same issue. Over 2 yrs email gone from my Inbox and over 7 yrs from Sent. Only found out last night. Gutted 😞

Re: Emails disapearing

alistair94 — Sat, 25 Jan 2025 10:19:10 GMT

I have this issue today. I keep my inbox tidy, usually only a few recent emails that will require action, accessed this morning via BT Webmail and discovered two that I wanted to deal with from late December had vanished. Checked trash etc but they are gone! They were there yesterday and iusing email app on android phone, saw them initially but they vanished as it refreshed. This isn't good enough.

Re: Emails disapearing

Shiraz21 — Sat, 25 Jan 2025 10:42:07 GMT

I've been on with BT about this and they are still investigating it. Are you on Mac or iPhone by any chance? I read online may be a connection with accessing by iPhone that was all

Re: Emails disapearing

Leanne_T — Mon, 27 Jan 2025 12:07:24 GMT

Hi there @alistair94 @Shiraz21

I have sent you both a private message on the community for some extra details.

Leanne.

Re: Emails disapearing

gg30340 — Mon, 27 Jan 2025 13:17:33 GMT

This may not be the case but make sure that the "Conversation" View is not active. To do that log onto your BTMail account and click on "View" in the menu bar at the right hand side. Scroll down and Single click "conversation view" to toggle it on or off.

When you toggle it on or off you will see the name "Conversation View" change colour from grey to blue when it is turned on.

Re: Emails disapearing

Shiraz21 — Mon, 27 Jan 2025 17:12:53 GMT

Yes the Conversation View was one of the things the BT support team had me check thank you. All was as it should be.

However I have had a call over the weekend about this and they have somehow managed to restore all my old emails which is great news. Still investigating what triggered the deletion but coming back to me on this in a few days.

I honestly thought they were gone for good so this was a surprise to hear. Very pleased!