This topic

Outlook not showing emails to my primary BT email address

Marks56 — Thu, 05 Jun 2025 10:25:48 GMT

I prefer to read my emails in Outlook as do not like the BT interface. I have 3 BT email addresses. When I go into BT Mail on the BT website, I can see I have 10 unopened emails. However, in Outlook, none of these messages are showing. It's been 5 days now. I have checked the Ports, changed my passwords for my BT email addresses and updated the accounts in Outlook, but still nothing. Why?

Re: Outlook not showing emails to my primary BT email address

gg30340 — Thu, 05 Jun 2025 11:18:15 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account?

If neither of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client

See link

https://www.bt.com/help/email/bt-email-products

Re: Outlook not showing emails to my primary BT email address

Marks56 — Thu, 05 Jun 2025 16:15:22 GMT

Thanks. I was down graded to Basic email when I moved Broadband elsewhere. I don't have this issue with the other 2 BT email addresses I also use. Just the one set up as primary.

Re: Outlook not showing emails to my primary BT email address

gg30340 — Thu, 05 Jun 2025 16:19:37 GMT

Give it time, it will eventually downgrade them if they are not attached to a BT Broadband account.

Re: Outlook not showing emails to my primary BT email address

Marks56 — Thu, 05 Jun 2025 20:21:23 GMT

You are indeed a 'distinguished sage'!

Re: Outlook not showing emails to my primary BT email address

grahamboyle — Fri, 29 Aug 2025 10:26:40 GMT

I have the same problem. I have two PCs one Windows 10 and one Windows 11 both with the same problem. The Windows 10 PC was using the new Outlook but had a button to revert to the original Outlook and this cured the problem. The Windows 11 PC had the new Outlook and no option to go back to the original Outlook! I am on Standard eMail account.

Re: Outlook not showing emails to my primary BT email address

ChasSomerset — Sat, 30 Aug 2025 09:29:09 GMT

Hello Graham - possibly you have got the simplified ribbon displayed, on your W11 PC ? Not the classic ribbon? Go to the far right of the ribbon and click the very small down arrow, to switch ribbon.

Re: Outlook not showing emails to my primary BT email address

grahamboyle — Sat, 30 Aug 2025 10:11:23 GMT

Resolved by downloading Classic Outlook. Clearly a problem with new Outlook!

Re: Outlook not showing emails to my primary BT email address

ChasSomerset — Sat, 30 Aug 2025 11:16:09 GMT

Don't start me Graham, don't start me !

Re: Outlook not showing emails to my primary BT email address

Magrox — Mon, 08 Sep 2025 13:45:49 GMT

When you say BT Broadband customer are you including EE broadband customers? A post by NickBS a Community Manager suggests if you move to EE you don’t change your ability to read emails via Outlook. See post “What happens to my BT Email if I move from BT to New EE?”

Re: Outlook not showing emails to my primary BT email address

gg30340 — Mon, 08 Sep 2025 14:26:53 GMT

As this is a BT forum I mean BT customers and not EE customers.

I am well aware of the post regarding keeping your email account when you migrate to EE.

EE to not offer BTMail to its customers, only BT does.

If you are an EE customer, assuming that you have a BTMail account and that it was active when you migrated to EE you will still have a BTID and MyBT account so that you can access and manage your BTMail account.

As such you still have an active BT account and are a "customer" albeit you are not paying for your BTMail account as it is given a "free pass" to be a "standard" BTMail account and it will show as such in your MyBT. EE do not manage this account.

Re: Outlook not showing emails to my primary BT email address

Magrox — Mon, 08 Sep 2025 22:35:44 GMT

Hi, I don't think you have really answered my concern. I am currently a BT customer. BT are pushing me to join EE. I only access my emails via Outlook and other non BT products. I do not want to be stuck with only being able to access my emails via the BT website I want to be able to use non BT products. The post from NickBS says that moving to EE will not stop ex BT customers accessing their emails "using email apps & clients as normal". He also says you don't need to sign up to Premium Email. Your post of the 5/6/25 at 12h 18 suggests the opposite. As a BT customer I am looking for some clarification as this community is the only way to get it and at present I am totally confused about the situation. I understand the situation if I move to Sky, Virgin or elsewhere but a move to EE seems to be different due to it being part of the bigger BT family. If you don't know the answer could you please point me at a moderator or someone who does know what the answer is. Thanks.

Re: Outlook not showing emails to my primary BT email address

gg30340 — Mon, 08 Sep 2025 23:05:22 GMT

This thread that you have chosen to post on is not about a person who has migrated to EE and can not use their email client. It has nothing to do with using BTMail when an EE customer!

My posts do not suggest the opposite to the previous thread you refer to where you asked the same question. At no point have I said or suggested that if you choose to migrate to EE that you can not use your BTMail with email clients or email apps.

Re: What happens to my BT Email if I move from BT ... - Page 5 - BT Community

You have asked the question about EE in the previous thread above and it was answered there but I will repeat it one further time as you do not appear to be able to comprehend what has been posted.

You will be able to keep your BTMail accounts and they will work with email clients and email apps, which includes Outlook and any other email client or app you wish to name if you migrate to EE Broadband and for information yet again, you are not being forced to move to EE Broadband. It is entirely your choice if you want to move or not.

Re: Outlook not showing emails to my primary BT email address

ChasSomerset — Tue, 09 Sep 2025 08:30:44 GMT

Hello all - I migrated from BT to EE (and saved £££ each month by doing so) . My 3 BTinternet.com email accounts worked ok before and after that.

My issue about some emails not showing in Outlook was - in my opinion - caused by/linked to a new PC operating W11 with embedded New Outlook. Probably me and not getting the settings correct, who knows. I could read all the emails by going to MyBT. In the end, I removed the BTinternet accounts from my new PC, switched the new PC to classic Outlook, made that the default email client, and then added-back the BTinternet addresses. Bingo, all BTinternet email addresses work fine again.

Hope that helps

Chas S