This topic

E mail not working since recent outage

ssrco02 — Fri, 06 Jun 2025 10:11:15 GMT

Since the recent outage on BT email my wife has not been able to access her emails on her mobile or on her tablet.

She had the same " Sorry we didn't recognise your username or password, please try again message" that we all got but that has now been replaced by a new one "Unable to login, No network available" It is connected and working on other apps. We have uninstalled and re-installed the BT Mail app with no result.

Any ideas please? Her email is on the same account as mine which is back working ok.

Re: E mail not working since recent outage

gg30340 — Fri, 06 Jun 2025 11:18:49 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 or an email app such as those on mobile devices.

See link

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

If you do fit into one of the above categories has your wife tried logging onto her email account using a web browser?

BTMail

Re: E mail not working since recent outage

ssrco02 — Fri, 06 Jun 2025 12:51:56 GMT

We were a BT broadband customer but got migrated to EE some months ago when the contract renewed.

Re: E mail not working since recent outage

gg30340 — Fri, 06 Jun 2025 13:34:25 GMT

Can you answer the question I asked about her logging on to webmail.

Can you log onto your MyBT then go Your Products them Email, manage and check that the email account is showing there and at the top of the page what is the type of account showing as. It should be standard.

Re: E mail not working since recent outage

ssrco02 — Fri, 06 Jun 2025 15:25:12 GMT

Confirmed we can get in via webmail but still not via the app. Looking at the email addresses on MyBT page her account shows as Active, is that what you mean?

Re: E mail not working since recent outage

gg30340 — Fri, 06 Jun 2025 15:18:45 GMT

Please blank out the start of her email address in the screen shot. This is a public forum and she could end up with a mountain of spam.

At the top of that page it should show Account Type: Standard. Does your account show that?

Re: E mail not working since recent outage

ssrco02 — Fri, 06 Jun 2025 15:35:52 GMT

I don't see anything like that on the My BT, My Products, Email page.
At the top is the account number and below just a list of our email addresses

Re: E mail not working since recent outage

gg30340 — Fri, 06 Jun 2025 15:43:34 GMT

It should look like this

If it is not as above you will need to call BT 0330.1234.150 and ask to speak to the email team. Without knowing the "type" of account it is not possible to know if the email account has the "authority" to use email apps or email clients so there is no point in trying to fix something that may not be able to be fixed at your end.

Re: E mail not working since recent outage

ssrco02 — Fri, 06 Jun 2025 18:29:44 GMT

OK thanks, the complication is that we are on holiday at the moment so it will have to wait until we get back

Re: E mail not working since recent outage

gg30340 — Fri, 06 Jun 2025 21:09:21 GMT

Are you out of the country on holiday?

If you are it may be that the IP address that she is using is with her email app are black listed by BT.

Has she tried using her email when out and about using the phone's 4/5g signal rather that the wireless network where you are staying?

Can she still access and use her email account using webmail on a web browser.

BTMail

Re: E mail not working since recent outage

ssrco02 — Fri, 06 Jun 2025 21:28:20 GMT

Yes webmail works OK from our browser. We don't use the 4g/5g signal for apps/data apart from emergency as it's chargeable in our contract! Just the hotel's WiFi so that IP might be the problem.
No matter, it will have to wait until we get back.

Re: E mail not working since recent outage

gg30340 — Fri, 06 Jun 2025 21:59:46 GMT

You may find that when you get back to the UK her email apps will start working again. Meanwhile don't try and change passwords or delete and reset the account. Just use webmail.

Re: E mail not working since recent outage

ssrco02 — Sat, 14 Jun 2025 14:09:23 GMT

Just to let you know that since we got back to the UK her email app is now working ok on the phone and the tablet. Seems your idea of the IP address issue was spot on! Thank you

Re: E mail not working since recent outage

Michael_D — Sun, 15 Jun 2025 07:30:28 GMT

Thanks for the update @ssrco02.

I'm glad to hear it is back to normal, and I hope you enjoyed your time away.

Take care and have a great day.

Michael