This topic

MY BT Email link

Patsy2901 — Mon, 18 Aug 2025 19:17:37 GMT

When i click on the email link under MY BT it is timing out and i am getting an error message

I have checked my wireless connection is ok

I have check my settings and cannot find anything unusual

Has anyone else found this problem and able to help me resolve it please

Re: MY BT Email link

gg30340 — Tue, 19 Aug 2025 05:46:17 GMT

Have you tried clearing your web browser's history and cookies? When you do that make sure that you select the option "Clear All Time" if your browser offers that option.

Re: MY BT Email link

Patsy2901 — Tue, 19 Aug 2025 09:32:15 GMT

Yes i did clear history and cookies etc. But it still gives me a time out error

link i'm trying to access is email.bt.com/mail/saf/login.jsp

however the error message says prod-btemailauth.bt.com took too long to respond

I recently changed service providers so not sure if this has had an impact

Re: MY BT Email link

gg30340 — Tue, 19 Aug 2025 09:41:40 GMT

A change of provider should not stop you logging onto your BTMail account using a web browser.

Your account will however will have been downgraded to a BTMail Basic account.

See link

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

Try using the email button at the top of this page.

Re: MY BT Email link

Patsy2901 — Tue, 19 Aug 2025 10:09:35 GMT

Thank you so much for helping me unfortunately still have the same problem... just keeps timing out. I can access my emails on my phone app but just unable to log in on the laptop web pages. Any other options would be greatly appreciated

Re: MY BT Email link

gg30340 — Tue, 19 Aug 2025 10:45:40 GMT

Are you able to try and logon on a different device such as a friends computer/laptop and can you log on on your phone when using a web browser on the phone using your wireless connection not 4/5g.

If you can use a friends device try it at their address and if a laptop also try it at your address to see if it is something to do with your home connection.

Re: MY BT Email link

Patsy2901 — Tue, 19 Aug 2025 13:09:33 GMT

Thank you ill try and arrange that at some point this week and get back to you. Appreciate your help

Re: MY BT Email link

Patsy2901 — Tue, 26 Aug 2025 21:09:23 GMT

I did manage to log in on my phone using the my BT Web email

Are you able to provide any suggestions

But new problem encountered, I had to change my password and now my BT Email App on my phone won t let me log on to change it on the app

Re: MY BT Email link

gg30340 — Tue, 26 Aug 2025 21:29:03 GMT

Because you are no longer a BT Broadband customer your BTMail account will have been downgraded to a BTMail Basic account which can not be used with an email app only on a web browser.

See link

BT Email products | Types of BT Emails | BT Help

Re: MY BT Email link

Patsy2901 — Wed, 27 Aug 2025 06:56:23 GMT

That explains why the app is no longer working

But not why I can log into my bt email via the Web at a friend's house on their broadband but when attempting to log in via the Web on my broadband it times out.

Any suggestions on what might be wrong with my network please

Thanks in advance

Re: MY BT Email link

licquorice — Wed, 27 Aug 2025 07:14:22 GMT

It is probably because your IP address is accessing a different mail server to your friend's IP address.

There is not just one mail server, there are multiple servers which are routed differently based on originating IP address.

You could try disconnecting your router from line for half an hour or so which should give you a different IP address which may work.

It could also be that the DNS servers your new ISP uses is not resolving the address correctly.

Re: MY BT Email link

Patsy2901 — Wed, 27 Aug 2025 11:00:42 GMT

Thank you i will try that and let you know

I have resolved the access on my phone, by turning wifi off and using my mobile data to log on and update the password change i made when in my friends house last night so at least i am back on track with my mobile

Also had a look on my kindle and can access my email on there too

technology 🙄

Re: MY BT Email link

licquorice — Wed, 27 Aug 2025 12:28:47 GMT

If you can access it on your Kindle via WiFi, it isn't an IP address or DNS problem.

Have you tried a different browser?

Re: MY BT Email link

Patsy2901 — Mon, 08 Sep 2025 13:55:43 GMT

Sorry it took me a while to respond , I was on holiday.

I tried disconnecting from router and re connecting but still no difference.

You mentioned something that the DNS servers used by my ISP might not be resolving the address correctly, do you have any suggestions on how I could check that please

thank you

Re: MY BT Email link

licquorice — Mon, 08 Sep 2025 14:20:35 GMT

As stated above, if you can access your mail using a Kindle connected to your WiFi, it isn't an IP address or DNS problem.

Have you tried using a different browser?

Re: MY BT Email link

Patsy2901 — Wed, 10 Sep 2025 07:05:34 GMT

Yes tried the different browsers also and still no joy 🙈

The email page just keep timing out on all browsers

Re: MY BT Email link

licquorice — Wed, 10 Sep 2025 07:22:01 GMT

Can you clarify exactly what works where please?

From your posts it appears that you can access mail using your phone and Kindle via your home WiFi, but not via your laptop.

You can also access mail at a different location using a different laptop.

Is that correct?

Can you access mail using your laptop at a different location?

Re: MY BT Email link

Patsy2901 — Wed, 10 Sep 2025 08:32:29 GMT

Using home WiFi I can log into my kindle only

For my phone to log in I need to change it to my phone data

Cannot log in when on my home WiFi

Laptop cannot log in at all

Only tried to log in via my phone at another home so will try with my laptop also at another home to see

Thankyou for sticking with me on this

Re: MY BT Email link

gg30340 — Wed, 10 Sep 2025 11:02:48 GMT

Try a factory reset of the BT hub by pressing a pin into the recess button on the rear for about 20 seconds.

Re: MY BT Email link

licquorice — Wed, 10 Sep 2025 11:10:36 GMT

The OP is no longer a BT broadband customer.