This topic

bmx_2009 error

Cycler51 — Fri, 13 Jun 2025 17:19:21 GMT

Having used BT Mail for years and having the top tier of Broadband, Fibre, Halo, whatever it's called these days my email service has been getting steadily worse. First my email clients stopped working (Outlook, Thunderbird same result) and now I can't even get to my mail via a browser and bt.com.

I was first told to change my password (there was nothing wrong with it but I did as requested), then that my account was suspended, and that I should contact the helpdesk quoting an error bmx_2009. This really is unfathomable, can someone explain in plain English what the problem is and how to get back into my account?

Re: bmx_2009 error

Peter_W — Sat, 14 Jun 2025 07:28:10 GMT

Good morning @Cycler51.

Welcome back to the Community 😊

Just to be sure first of all, is your BT Broadband contract still active and working, or have you recently switched providers?

Non-customers will be downgraded to Basic Mail by default when they switch, which is only available via Webmail rather than separate clients.

This shouldn't be the case if you're still active with us, though.

Peter

Re: bmx_2009 error

Cycler51 — Sat, 14 Jun 2025 07:36:19 GMT

Hi, yes I have an active account. Landline and broadband on a Full Fibre 900 Halo 3+ contract.

If it helps, I divide my time between the UK and India, currently I am in India and maybe logging into webmail from here at odd times of day has triggered some security alert.

Thanks, Jim

Re: bmx_2009 error

Peter_W — Sat, 14 Jun 2025 07:47:06 GMT

Thanks @Cycler51, there's definitely a chance this could be triggering something.

I'll get this flagged with our email team and see what they recommend. Once I've got an update I'll be sure to let you know!

Peter

Re: bmx_2009 error

Cycler51 — Sun, 15 Jun 2025 14:27:46 GMT

Much appreciated @Peter_W . Are the email team generally quick to respond? We get so many important things through this email account that we need it back as soon as possible. If I can take it up directly with them, please give contact details and I will do that.

Jim

Re: bmx_2009 error

Katie_B — Mon, 16 Jun 2025 07:12:40 GMT

Hi @Cycler51.

I will chase this for you this morning and hopefully get you a response today.

Unfortunately, the team don't have a direct contact for customers.

Katie

Re: bmx_2009 error

Katie_B — Mon, 16 Jun 2025 09:21:11 GMT

Hi @Cycler51.

I have sent you over a private message for more information.

Katie

Re: bmx_2009 error

Andy_N — Mon, 16 Jun 2025 19:11:11 GMT

@Katie_Bwrote:
Hi @Cycler51.
I have sent you over a private message for more information.
Katie

Hi.

This error is almost certainly to do with one part of the backend system believing your account has been suspended, hence you are unable to access it via app, client or webmail.

The Mail team need to check and clear this issue. It should be easy/

Re: bmx_2009 error

Djb838 — Wed, 18 Jun 2025 07:57:24 GMT

I've got the same thing, it's infuriating. Been unable to get into my email account since Friday night, obviously the people I need don't work weekends, plus there is up to 5 working days wait. When my BT broadband and TV contract ends I'm leaving.

Re: bmx_2009 error

gg30340 — Wed, 18 Jun 2025 08:24:15 GMT

@Djb838

You need to set up a gmail account now because if you do leave BT unless you do that or use some other email service you will no doubt still use your BT email account.

Re: bmx_2009 error

Djb838 — Wed, 18 Jun 2025 08:29:43 GMT

Yes I have one, it'll be a pain to change everything I use the btmail account for

Re: bmx_2009 error

gg30340 — Wed, 18 Jun 2025 09:03:36 GMT

As long as you are aware that your BTMail will be downgraded to a BTMail Basic account that can not be used with email clients or email app only on a web browser.

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

Re: bmx_2009 error

Djb838 — Thu, 19 Jun 2025 16:46:05 GMT

This is so frustrating, they said they'd escalate it so I'd get a call yesterday and got nothing, then I missed the call at about 8am today as I was working and won't be able to get another call until 6.30pm tomorrow. That is perilously close to the weekend which I found out last week they won't work. I'm at my wit's end, is there nobody reading this that can help?

Re: bmx_2009 error

gg30340 — Thu, 19 Jun 2025 18:57:43 GMT

What device(s) are you using the email account on?

If using it on a mobile phone, does the problem also happen if you are using 4/5g rather than on your own home network?

Have you tried clearing your browser's history and cookies?

Have you tried turning the BT Hub off for half an hour? When you turn it back on it should be issued with a new IP address and hopefully connected to a different BT email server.

Re: bmx_2009 error

Cycler51 — Wed, 16 Jul 2025 09:25:27 GMT

I can’t access my email. The same problem happened last month. Please can someone help?

Re: bmx_2009 error

Cycler51 — Wed, 16 Jul 2025 09:27:46 GMT

same thing has happened again, see below. Please can someone help me? It worked for approximately 30 days and now the same issue has occurred.

Re: bmx_2009 error

billcubbon — Wed, 16 Jul 2025 10:24:08 GMT

I also started getting this error this morning. Online help was to no avail so thought I would try and speak to somebody. This failed miserably since it seems it is no longer possible to speak to a human being, just kept being redirected to more messages. After 45 minutes of trying finally gave up. Not sure there are any human beings still working for BT. Abysmal service.

Finally tried my email again after about half an hour and now seems to be working again. Just hope it stays that way.

Re: bmx_2009 error

Cycler51 — Wed, 16 Jul 2025 17:11:19 GMT

Thanks for this.

Re: bmx_2009 error

Cycler51 — Thu, 17 Jul 2025 03:00:05 GMT

Hi, it now works again. Thanks for the advice on waiting.

Re: bmx_2009 error

Leanne_T — Thu, 17 Jul 2025 07:08:12 GMT

Thanks for popping back and letting us know this is now working for you @Cycler51

Leanne 🙂