This topic

Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

DouglasGAdam — Sun, 20 Jul 2025 17:22:41 GMT

I cannot access btinternet.com/email on my laptop but have access to mail on iPhone. How to I resolve this?

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

barrygrady — Sun, 20 Jul 2025 17:48:49 GMT

Same here, except mine is a desktop. Mobile access works fine. Desktop access just goes into a repeating circle asking for user name and password before recircling to allow me time to enter anything.

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

gg30340 — Sun, 20 Jul 2025 17:56:58 GMT

Try clearing your browser's history and cookies.

If that does not work try another browser in order to see if it is a browser problem.

If you are using a shortcut to get to the email log on page it may be the shortcut is no longer functioning correctly. You could try using the "Email" button at the top of this page or the following link and if it works make a new shortcut.

BTMail

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Alison25 — Sun, 20 Jul 2025 18:53:55 GMT

I have exactly the same problem, any advice would be gratefully received

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Alison25 — Sun, 20 Jul 2025 18:56:44 GMT

Nope, still got the interminable loop

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Ali_A — Tue, 12 Aug 2025 14:08:34 GMT

Hi @DouglasGAdam

Was this only happening yesterday or a long term issue you have been facing?

When you're accessing through iPhone is it connected to your home WIFI or is it using mobile data ?

Can you try https://www.email.bt.com as btinternet.com/email is an old address which has been discontinued.

Ali

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Cawal57 — Mon, 21 Jul 2025 14:05:26 GMT

I see several people are having the same problem of getting a loop message asking for username and password on the laptop so can't access BT email. But it's thankfully fine on the phone. What do we do now? It's been like it for several days now.

BT Email

bigmac444 — Mon, 21 Jul 2025 14:25:43 GMT

Hi can someone please help me, I cannot access my email, log-in just loops, cheers

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

gg30340 — Mon, 21 Jul 2025 14:29:03 GMT

You could try switching off your BT Hub for about 30 minutes. When it restarts it should be issued with a new IP address and hopefully connected to a different email server which may work.

If you have tried that and the things I mentioned in my previous post without success they only thing left would be to call BT 0330.1234.150 and report a fault to the BT email team.

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Mum2Emma — Thu, 24 Jul 2025 16:03:58 GMT

I have had the same problem for 3 days now ! I have tried all the suggestions from here and from Mr Google, to no avail.

Today however, via Chrome, I tried going in via 'new Incognito window' & no problems at all on either of my BT emails. Not ideal but at least I was at last able to read my 3 days worth of emails - please get your act together BT

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

LouisG — Fri, 01 Aug 2025 13:04:32 GMT

I have had the same problem for the last three days and have not resolved the issue either,

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

gg30340 — Fri, 01 Aug 2025 13:13:50 GMT

@LouisGwrote:
I have had the same problem for the last three days and have not resolved the issue either,

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

How are you accessing your email, is it with a web browser or are you using an email client/app?

What if anything have you tried to resolve the issue?

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

LouisG — Fri, 01 Aug 2025 16:45:27 GMT

I am a Broadband customer and access laptop via browser. I have stopped using shortcuts and get same problem as others when accessing emails using BT Home page or "email.bt.com" - although the latter works sometimes but intermittently, As described I get as far as entering email and correct password then screen asking for username and password keeps appearing then returning so quickly you cannot enter data into it. The emails work ok on my iphone and ipad using my internet connection (not using mobile system)) used by my laptop. I have cleared caches etc , run scans on laptop and diagnostics showing no issues. Will you produce a definitive solution to the many users with the same problem, Thank you.

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

gg30340 — Fri, 01 Aug 2025 20:32:31 GMT

What happens if you use this link?

https://email.bt.com/mail/index-rui.jsp?v=MX_3.10.0.2#/mail

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

LokiPoole — Sat, 02 Aug 2025 10:20:18 GMT

I have the same problem. The link makes no difference.

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

gg30340 — Sat, 02 Aug 2025 10:34:49 GMT

Have you tried switching off your BT Hub for about 30 minutes. When it restarts it should be issued with a new IP address and hopefully connected to a different email server which may work.

Have you tried a different web browser to see if it is a browser problem?

If you have tried that and all the things I mentioned in my previous posts without success they only thing left would be to call BT 0330.1234.150 and report a fault to the BT email team.

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

LokiPoole — Sat, 02 Aug 2025 12:35:04 GMT

I’ve tried a different browser with no success. I will try switching off the hub.

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Mum2Emma — Sat, 02 Aug 2025 15:28:41 GMT

Please come back & let me know if that works as I am STILL having the exact same problems as you that I posted about having since 24th July originally. Tried the above link above myself but still the same problem. So many of us having this problem now its so bad.....

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

LouisG — Sat, 02 Aug 2025 17:51:06 GMT

The same problem arises when I use that link

Re: Cannot access btinternet.com/email on my laptop but have access to mail on iPhone

Michael_D — Sun, 03 Aug 2025 07:56:07 GMT

Hi @Mum2Emma and @LouisG

It is worth trying to switch off the hub for 30 minutes as @gg30340 suggested.

If that doesn't help, are you able to try clearing the cookies and cache from your browser, and trying incognito/private browsing mode to see if that helps?

Michael