This topic

Email not being receiving whilst on 4G

Karen1 — Thu, 16 Oct 2025 10:29:23 GMT

I have recently upgraded to Smart Hub 6 and not sure if this is anything to do with it but whilst out of the house I cannot receive incoming emails to my iPhone Mail app - I can see them if I log in to BT internet webmail.

The moment I walk into the house and phone switches to wifi the iPhone mail app shows the emails.

I've looked at the obvious things under settings like push and fetch and everything looks normal and have shut down phone and opened it and still the same.

Any ideas what the issue could be?

Re: Email not being receiving whilst on 4G

gg30340 — Thu, 16 Oct 2025 13:26:27 GMT

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?

Re: Email not being receiving whilst on 4G

Karen1 — Thu, 16 Oct 2025 13:34:43 GMT

I am presently a BT broadband customer. We were told when we upgraded that it is now EE but that we don't do anything different and will still access them the same.

Re: Email not being receiving whilst on 4G

gg30340 — Thu, 16 Oct 2025 13:42:59 GMT

@Karen1wrote:
I am presently a BT broadband customer. We were told when we upgraded that it is now EE but that we don't do anything different and will still access them the same.

What you were told is correct but it does not always work out that way.

Log onto your MyBT, not your MyEE , and go to "Your Products" then "Email Manage". Click on that and look at the top of the page to see what status your account is showing as. It should show "Standard".

Re: Email not being receiving whilst on 4G

Karen1 — Thu, 16 Oct 2025 14:02:06 GMT

When I go into 'Your Products' it just shows other things like adding TV or landline, all the stuff I don't have. When I log into BT webmail everything looks fine, its just when I go out and use 4G that my emails don't come through for some reason.

Re: Email not being receiving whilst on 4G

gg30340 — Thu, 16 Oct 2025 16:45:01 GMT

Can you access your email account on your phone using 4g when using a web browser?

If you can it sounds like your email account has been downgraded to a BTMail Basic account. This can only be used with a web browser and not using an email app such as you will have on your phone.

See link about the types of email.

BT Email products | Types of BT Emails | BT Help

If you have been downgraded to BTMail Basic you will need to contact BT Billing 0330.1234.150 and they need to change the type of email account you have to a "Standard" email account.

Re: Email not being receiving whilst on 4G

Karen1 — Thu, 16 Oct 2025 16:47:52 GMT

Thank you - I will look into this.

Re: Email not being receiving whilst on 4G

Karen1 — Thu, 16 Oct 2025 16:57:50 GMT

I'm actually now thinking it is my mobile phone provider (O2) that is so very slow because it says on my phone 'downloading ?? emails' and it can't cope with opening them. Opening other links and webpages are fine so maybe more strength is needed for emails!!

Re: Email not being receiving whilst on 4G

gg30340 — Thu, 16 Oct 2025 17:00:31 GMT

if you have just set up the email account as an IMAP account depending on how many emails you have it can take some time for the emails to download for the first time.

Re: Email not being receiving whilst on 4G

Karen1 — Fri, 17 Oct 2025 13:37:21 GMT

Hello Distinguished Sage

I'm still trying to sort this!! I have spoken to someone at BT/EE who assured me I have a standard email account. I explained the problem to him (unable to download BT messages on iPhone mail app whilst using 4G) and he thinks it is something to do with the settings I have set on my iPhone 11 web app.

On the outgoing server SMTP - 'Primary server' - 'Use SSL' is enabled it states the server port is 465

On the incoming settings under IMAP the server Port is 933

The BT/EE agent thinks these ports are correct but on the instructions on setting up devices on EE (link below at end) it states use Port 587.

Do you happen to know what the ports should be?

Thank you

https://deviceguides.ee.co.uk/apple/iphone-11-ios-18/calls-contacts-messaging/setting-up-your-phone-for-imap-email/

Re: Email not being receiving whilst on 4G

gg30340 — Fri, 17 Oct 2025 15:23:58 GMT

The correct settings for BTMail are as per the following link.

BT Email server settings | BT Help

Can you answer the question I asked whether or not you can access and use your BTMail account using a web browser when using 4g?

Re: Email not being receiving whilst on 4G

Karen1 — Fri, 17 Oct 2025 15:30:40 GMT

I can confirm I can use BTMail using the web browser whilst on 4G - it’s only the third party iPhone Mail app I can’t.

Re: Email not being receiving whilst on 4G

gg30340 — Fri, 17 Oct 2025 15:36:59 GMT

I still suspect that your email account is a Basic account.

As I said it should be showing in your MyBT and as it is not there is a problem somewhere.

Was your email account set up from a BT Broadband account that you were the account holder ie it was in your name on the bill or was it set up on a BT Broadband account which you were not the account holder.

Re: Email not being receiving whilst on 4G

gg30340 — Fri, 17 Oct 2025 15:41:40 GMT

Have you tried uninstalling the email app on your iPhone and have you tried a different email app such as the BTMail app.

Download, setup and use the BT Email app | BT Help

Re: Email not being receiving whilst on 4G

Karen1 — Fri, 17 Oct 2025 15:55:18 GMT

The BT app does work on 4G but I’m trying to understand why Apple mail app doesn’t.

Re: Email not being receiving whilst on 4G

gg30340 — Fri, 17 Oct 2025 15:57:44 GMT

I wish you had said that earlier!

Have you tried uninstalling it and then reinstalling it.

Re: Email not being receiving whilst on 4G

Karen1 — Fri, 17 Oct 2025 15:57:50 GMT

My email address is a sub email. My husband has the primary one set up years ago along with mine

Re: Email not being receiving whilst on 4G

gg30340 — Fri, 17 Oct 2025 16:00:05 GMT

All the things I mentioned earlier are now irrelevant because of the extra bit of information you have now supplied about the BTMail working and it only being the Apple app that does not work.

The problem would appear to be with the Apple app and nothing to do with your BTMail account.

Re: Email not being receiving whilst on 4G

Karen1 — Fri, 17 Oct 2025 16:04:29 GMT

Yes -I tried uninstalling and installing and just the same problem.
The BT agent suggested I go to an Apple Store and ask them so maybe that would be best.

Re: Email not being receiving whilst on 4G

Karen1 — Fri, 17 Oct 2025 16:10:06 GMT

Ok thank you 👍