This topic

Email sync-ing problem

Kayell — Thu, 18 Sep 2025 14:31:43 GMT

Yesterday BT informed me that they had locked my main email account "for protection" and directed me to "Access my Account" to fix it. Long story short - I managed to to fix it by changing my password and with a bit of help from BT Support.

So - my main account is working again but I can access it on webmail (only...). I have two further accounts which I can also now only access by webmail. None of them are sync-ing to my email client either, nor to my iphone or ipad.

Is there anything I can do or do I just have to be patient - surely not...?

Grateful for any advice. Thanks.

Re: Email sync-ing problem

gg30340 — Thu, 18 Sep 2025 14:48:30 GMT

You need to change the passwords on your other devices and your email client to be the same as the new password on webmail.

Re: Email sync-ing problem

chrisjp — Thu, 18 Sep 2025 14:50:31 GMT

It looks like BT have downgraded you to their "basic" email service. This is normally only done when you leave BT for another internet service provider.
If you are still with BT for your broadband internet, then you'll need to speak with them and insist you get back the "premium" email service that is provided to everyone with BT broadband.

Re: Email sync-ing problem

Kayell — Fri, 19 Sep 2025 16:04:48 GMT

Sorry - have been away from the PC. I will try your suggestion later. I came across several sites showing how to do it but unfortunately they they all had slightly different suggestions and none of the screens looked like mine either.

Many thanks!

Re: Email sync-ing problem

gg30340 — Fri, 19 Sep 2025 16:37:02 GMT

Just to clarify in case what @chrisjp has suggested has happened, are you a BT Broadband customer or are you paying for your BTMail email account through a BT Premium email account?

If neither of the above your email account will have been downgraded to a BTMail Basic account which only works using a web browser and not with email clients such as those on your iPad and iPhone.

Re: Email sync-ing problem

Kayell — Sat, 20 Sep 2025 08:34:02 GMT

I'm a fully paid up BT Broadband customer, Sage. My email clients have been working perfectly OK for years... I have no reason to believe that my service has been downgraded. I installed a new PC about 3 weeks ago but the set up was very easy and, again, everything worked properly till a couple of days ago when BT locked the account.

Re: Email sync-ing problem

Christopher_G — Mon, 22 Sep 2025 15:12:58 GMT

Hi @Kayell

I recommend speaking with our Email Support Team, so they can check everything from our side for you.

Please keep us posted on what happens.

Chris

Re: Email sync-ing problem

Kayell — Tue, 23 Sep 2025 14:59:09 GMT

Thanks Christopher. I'm still having problems but seem to be able to pick up emails randomly...

I think I may have found the culprit - Microsoft. They have messed around with my security settings and I can't change my email passwords for 30 days... Don't know whether this is to do my new PC...? Not a problem I've had before. I need to go and do something more useful now but will be back to the Support Team in due course!