This topic

Email server

Lollylooloo — Thu, 02 Jul 2026 09:59:46 GMT

Hi, newbie here, last night suddenly my email stopped connecting saying that it was unable to connect to server. I have changed WiFi source, unloaded and reloaded but still saying the same.

I am able to get in on bt site but not from previous email tab.

Re: Email server

gg30340 — Thu, 02 Jul 2026 11:41:24 GMT

Is you email working when you use a web browser (webmail) . Try using the "Email" butto at the top of this page. If you can log on is there is obviously nothing wrong with you account so do not change the password as that can cause more problems.

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?

If none of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client or email apps.

See link

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

If you are one of the above I would suggest that you do nothing. It is most likely a BT server problem which BT will be aware of and the email service will be restored as soon as possible.

Re: Email server

Lollylooloo — Thu, 02 Jul 2026 13:58:25 GMT

Thank you for responding. I dont know if I have been downgraded? Did that happen yesterday as it was all OK until last evening. I can get email through bt website.

Re: Email server

gg30340 — Thu, 02 Jul 2026 14:19:51 GMT

Are you a BT Broadband customer?

Re: Email server

Lollylooloo — Thu, 02 Jul 2026 15:48:16 GMT

No i used to be but not any at the moment just a mobile wifi

Re: Email server

licquorice — Thu, 02 Jul 2026 16:15:58 GMT

There you go then, you have been downgraded to Basic Mail which is only available as webmail.

If you wish to use a mail app you need Premium Mail which costs £7.50/m

Re: Email server

gg30340 — Thu, 02 Jul 2026 16:17:11 GMT

Your BTMail account will have been downgraded as I have said.

If you have any other devices that are using an email app or email client to access your BTMail account they will also stop working at some point if they have not done so already.

You will now only be able to access your BTMail account using a web browser unless you subscribe to a BT Premium Email account at £7.50 per month.

It is explained in the link I posted above.

Re: Email server

Lollylooloo — Thu, 02 Jul 2026 16:17:49 GMT

Thank you, how do I do that ?

Re: Email server

licquorice — Thu, 02 Jul 2026 16:20:15 GMT

Click the link @gg30340 posted earlier

Re: Email server

gg30340 — Thu, 02 Jul 2026 16:20:06 GMT

Read my last post!