This topic

BT Email account and Outlook client

asknights — Mon, 15 Sep 2025 17:33:33 GMT

So as of sunday 14th September Outlook on a Windows 11 has stopped connecting to BT EMail, something that has been working for over 2 years seamlessly.

The outlook client is configured correctly using the correct ports 993 and the username and password is correct and can login to the clunky web mail via Edge Ok without issues.

The outlook client tries to connect but fails with a messge something went wrong

then displays this message

{"SessionId":"45b39aac-af5e-de49-90d3-527606297cae","Timestamp":1757956937556,"Error":"INTERACTIONREQUIRED"}

any help in rectify this would be appreciated.

I have a standard email account, so should connect to the outlokk client and have not changed my password recently.

I can also access the Email froman iphone client without issues.

TIA, Tony

Re: BT Email account and Outlook client

shakey1981 — Mon, 15 Sep 2025 18:01:03 GMT

use thunderbird instead @asknights

use another email client https://apps.microsoft.com/detail/9PM5VM1S3VMQ?hl=en-gb&gl=GB&ocid=pdpshare

if your using windows windows 10 or 11 it should redirect to the window app store

here are the email settings https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

you can use both Bt email adresses plus outlook.com bt email accounts in that programme

Re: BT Email account and Outlook client

licquorice — Mon, 15 Sep 2025 18:28:39 GMT

As email is accessible from everything except Outlook, there is a fair to middling chance that the problem lies with Outlook and not BT.

There have been numerous posts regarding problems with Outlook.

Re: BT Email account and Outlook client

asknights — Tue, 16 Sep 2025 17:30:20 GMT

Thank you all for the replys.

As suggested i doenloaded the Thunderbird email client and even this does not conect to email.

It appears the requests to mail.btinternet are being refused, I thought that the local firewall may be the culprit, so turned it off, but the issue still persitst. I have enven re-booted the router with the same results.

So It's not a problem with Outlook or Thunderbird , but something on the BT side is blocking connections.

Any help in who I can contact to resolve this issue would be appreciated.

Tony

Re: BT Email account and Outlook client

licquorice — Tue, 16 Sep 2025 18:05:34 GMT

Try turning off your hub for half an hour or so. This should result in a change of public IP address which in turn may result in connecting to a different mail server in the farm.

Re: BT Email account and Outlook client

gg30340 — Tue, 16 Sep 2025 18:12:08 GMT

I note that you have said you have a "standard" email account however are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account or did you migrate to EE Broadband?

Have you checked via your MyBT > Your Products > Email, Manage that the status of the email account is still showing as "standard".

Re: BT Email account and Outlook client

asknights — Tue, 16 Sep 2025 19:48:59 GMT

Thank you for your responses,

I'm not sure i would want to turn the hub off for thirty minutes as i have most of my home lights, heating and security linked to it.

BT Broadband customer have been with them since begining, so havn't been forcer to move to EE yet, not that i really want to, and yes my email is still showing as standard.

Tony

Re: BT Email account and Outlook client

gg30340 — Wed, 17 Sep 2025 08:55:34 GMT

Until you have tried turning your BT Hub off as suggested there is not a lot of point in suggesting anything else.

As far as BT are concerened if your BTMail works via webmail that means its working.

Re: BT Email account and Outlook client

shakey1981 — Wed, 17 Sep 2025 11:19:07 GMT

yes i am using thunderbird with outlook gmail at bt accounts no problem you do say you cant reboot because evreything is connected you are aware the router will reboots if there is firmware update for example

"I'm not sure i would want to turn the hub off for thirty minutes"

seems a bit strong just do a reboot inside the smart hub page

http://192.168.1.254

look for reboot

Re: BT Email account and Outlook client

licquorice — Wed, 17 Sep 2025 11:20:46 GMT

@shakey1981 you are entirely missing the point. A simple reboot will probably not result in a change of public IP address, a longer period of disconnection is required.

Re: BT Email account and Outlook client

shakey1981 — Wed, 17 Sep 2025 12:01:20 GMT

will a reset would that then "will "probably not "result in a change of public IP

i these dosent work back the setting up to a file and reset the router

this will defibetly give you a new ip

Re: BT Email account and Outlook client

licquorice — Wed, 17 Sep 2025 12:05:45 GMT

I appreciate you are trying to help, but please stop posting incorrect information.

Re: BT Email account and Outlook client

shakey1981 — Wed, 17 Sep 2025 12:15:53 GMT

right ok then ill vonsider this closed then you can deal with it thwn

all im saying if try these methods fine then you dont agree

never get a totally differnt ip anyway this matbe due to the fact server problem on his end anyway ive donr the same and had problems

right ok then ill vonsider this closed then you can deal with it if he has a problem after 30 minutes but i think they will given the above

Re: BT Email account and Outlook client

gg30340 — Wed, 17 Sep 2025 12:22:36 GMT

@shakey1981

As has been correctly pointed out a simple reboot will not result in an IP address change. The BT hub needs to be disconnected for longer than that to instigate an IP change.

It should also be noted that when the hub restarts, all the devices that were connected to it will just automatically reconnect. There is no need to back up any settings.

That would only be of benefit if you had changed settings and wished to reinstate them after a Factory Reset which is entirely different from a re-boot.

It is not up to you to consider threads closed, that is up to the OP or the moderators to do that. You can however consider no longer wanting to participating in a thread and that is entirely up to you if you choose to do that.

Re: BT Email account and Outlook client

shakey1981 — Wed, 17 Sep 2025 12:23:57 GMT

i never said it was up me me at all i said im considering this closed i know how a forum works

Re: BT Email account and Outlook client

shakey1981 — Wed, 17 Sep 2025 12:29:53 GMT

i also said" try" a reset as in factory defaults

"will a reset would that then "will "probably not "result in a change of public IP"

@gg30340 @licquorice

reset isint a reboot but feel free to thimk what you like

Re: BT Email account and Outlook client

gg30340 — Wed, 17 Sep 2025 12:40:42 GMT

@shakey1981wrote:
i also said" try" a reset as in factory defaults
"will a reset would that then "will "probably not "result in a change of public IP"
@gg30340 @licquorice
reset isint a reboot but feel free to thimk what you like

I have re read your post and no where do you say "i also said" try" a reset as in factory defaults".

I am willing to bet that most users of this forum if told to do a reset they would simply turn their device off and on and not know that you were meaning a "Factory reset".

As regards informing you who closes a thread this was done per chance you did not know that because unfortunately I do not have mind reading abilities so I was un aware that you "know how a forum works".

I don't need your permission to think what I like

Re: BT Email account and Outlook client

asknights — Wed, 17 Sep 2025 15:27:30 GMT

Thank you all for your suggestions , much apprecaited

I have now turned off the router for 40 Minutes, but still being refused connection to the email server, by both thunderbird and outlook.

I have even tried to ping the server mail.btinternet.com, which resolves to mail.bt.prod.cloud.openwave.ai , that returns request time out, but I suppose the server blocks ping requests.

I.m at a loss as what to do. I liked using a mail client as it allows me to attached to my work account at the same time.

oh and by the way I can stall access my works email account ok, its just BT thats not working.

Tony

Re: BT Email account and Outlook client

shakey1981 — Wed, 17 Sep 2025 17:09:56 GMT

webmail working ? recheck setting then

if this still dosent wotk in thunderbird then check the setting or allow thunderbird access through the file wall maybe or check settings given here https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

Re: BT Email account and Outlook client

asknights — Thu, 18 Sep 2025 13:13:22 GMT

Thank you for thr response.

So the setting on the laptop havn't changed since being setup and do reflect those listing the support article

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

I have reset the hub as suggested, left it off for over 40 minutes and have tried thunderbird with the firewall turned off and with Thunderbird allowed through the firewall.

Still Outlook / Thundrbird are still being refused access to mail.btinternet.com (mail.bt.prod.cloud.openwave.ai)

perhaps the ai has a mind of it own and doesn't like me 🙂

Not the end of the world, but just anoying, using a client on the laptop is far superior to using web based clients and I think more secure, but thats just my oppinion. Beats me, how can something be working one day and the just stop for no reason with any changes to the laptop configuration, beats me.

Thank you all for your suggestions, hopefuly if I leave it long enough it will fix it self at some point.

Tony