This topic

Mail Server Not Responding

Gferg007 — Wed, 07 Oct 2026 17:52:46 GMT

I’ve been unable to access emails today. Receiving the message ‘the mail server mail.btinternet.com is not responding’.

I’ve tried searching other answers in the community but still no luck. I can still access through BT website but no longer have the ability to set up and access on my iPhone.

I don’t have a BT service, I just retained my email address from circa 10 years ago

Re: Mail Server Not Responding

gg30340 — Wed, 07 Oct 2026 17:57:44 GMT

If you are not a BT Broadband Customer or paying for your email account through a BT Premium email account 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

Re: Mail Server Not Responding

licquorice — Wed, 07 Oct 2026 17:59:11 GMT

Unless you are paying £7.50/m for Premium Mail your service will have been downgraded to Basic Mail which is only accessible by webmail.

Edit: Typing as @gg30340 posted

Re: Mail Server Not Responding

Gferg007 — Wed, 07 Oct 2026 18:09:14 GMT

How do I find out what type of account I have? Tried looking in my email and my BTID but nothing.

Re: Mail Server Not Responding

licquorice — Wed, 07 Oct 2026 18:14:20 GMT

Are you paying £7.50/m ?

Re: Mail Server Not Responding

Gferg007 — Wed, 07 Oct 2026 18:32:41 GMT

Not paying £7.50 so not premium but how do I check I’m not on a standard account rather than a basic account?

This shows 3 account types

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

Re: Mail Server Not Responding

andydenyer — Wed, 07 Oct 2026 19:09:11 GMT

If you're not paying £7.50 then you're on Basic. Standard is for BT Broadband customers only who signed up for Broadband before 26 October 2022 (it's no longer available to new BT Broadband customers), with Premium the paid for service for those no longer with BT Broadband (or joined after 26 October 2022).

Re: Mail Server Not Responding

Gferg007 — Wed, 07 Oct 2026 19:21:32 GMT

I must be on standard as I’ve had the email since 2010!

Re: Mail Server Not Responding

andydenyer — Wed, 07 Oct 2026 19:29:33 GMT

But if you're no longer with BT Broadband, then you would have been moved to Basic unless you agreed to pay £7.50 per month for Premium. Standard is only for EXISTING BT Broadband customers that joined before 26 October 2022.