This topic

Cannot send e-mails from phone or desktop

mrpublicity — Tue, 20 May 2025 17:06:10 GMT

A few days ago I had a text message from BT saying my password had changed and if this was not me it needed to be changed again. Not sure how my password had been changed (hackers?) but I changed it. As soon as I did I e-mails sent via gmail on my Samsung phone are stuck in the Outbox and now, a few days later, I cannot send e-mails from OEClassic on my desktop - I get the 'authentication failed' error message. There is no problem with incoming e-mails and I can send e-mails from BT.com.

Is this a temporary BT glitch that will sort itself out? I remember many years ago this was a common problem but BT sorted it out in the end.

Re: Cannot send e-mails from phone or desktop

gg30340 — Tue, 20 May 2025 18:07:26 GMT

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account?

If neither of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client

See link

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

Re: Cannot send e-mails from phone or desktop

mrpublicity — Wed, 21 May 2025 04:10:28 GMT

BT broadband

Re: Cannot send e-mails from phone or desktop

gg30340 — Wed, 21 May 2025 05:49:11 GMT

I have just re read your post.

Is it just gmail emails that you can not send or is it when you try to send emails from your BTMail email account when you use an email client or app?

Re: Cannot send e-mails from phone or desktop

mrpublicity — Wed, 21 May 2025 09:02:23 GMT

I can now send e-mails from OEClassic on my desktop, so this must have been a temporary BT issue.

But e-mails from Gmail on my Samsung phone are still stuck in Outbox.

Re: Cannot send e-mails from phone or desktop

gg30340 — Wed, 21 May 2025 09:40:59 GMT

BT have nothing to do with gmail who use different servers to BT.

You will need to check its settings, which if your accounts were hacked may have been changed by the hacker.

If you are usi g the gmail app to send your BTMail emails you will need to ensure that when you changed the pasword for your BTMail account that you also changed it in the gmail app to the new password.

Re: Cannot send e-mails from phone or desktop

mrpublicity — Thu, 22 May 2025 05:55:26 GMT

OK, so I have checked my Gmail settings on my phone.

The incoming settings are fine and I can receive e-mails.

The outgoing settings are: Require sign in is OFF, SMTP server, Port 587, Security Type None

Whether these are right I do not know, but if I do try to make changes the Done button remains greyed out so any changes cannot be saved.

Thanks for your continuing help!

Re: Cannot send e-mails from phone or desktop

gg30340 — Thu, 22 May 2025 06:56:11 GMT

If you are using gmail app to send and receive BTMail you must have the BTMail email account setup with the folowing settings or it will not work.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoing-and-incoming-bt-email-servers

Re: Cannot send e-mails from phone or desktop

mrpublicity — Thu, 22 May 2025 11:16:25 GMT

Thanks again!

I have now updated the outgoing settings as follows:

Require sign in - yes

User name - my BT e-mail address

Add authentication - my BT password

SMTP server - mail.btinternet.com

Port - 465

Security type - SSL/TLS

But when I click done I get 'validating smtp settings' then 'gmail keeps stopping'

And when I go back to Settings my changes haven't been saved.

Is this the end of the line?!

Re: Cannot send e-mails from phone or desktop

gg30340 — Thu, 22 May 2025 12:23:01 GMT

You could try a different email app such as BlueMail.

I have been using it for years without issue.

Re: Cannot send e-mails from phone or desktop

mrpublicity — Thu, 22 May 2025 13:11:10 GMT

Thanks

I'll get in touch with BT and see if they can help. I can't see Google being of much use!

Re: Cannot send e-mails from phone or desktop

gg30340 — Thu, 22 May 2025 14:27:48 GMT

BT wont help you with gmail.

Re: Cannot send e-mails from phone or desktop

mrpublicity — Fri, 23 May 2025 08:52:33 GMT

I've sorted it!

I deleted my Gmail account and then re-added it. It was very straightforward, once I'd put in my BT e-mail and password (and server name?) all the other boxes in incoming and outgoing settings populated themselves automatically. And, whilst I did lose everything in Sent, Bin etc my Inbox came back intact.

So far so good, but then, when I tried to send an e-mail, nothing happened. So I took the advice on the internet and cleared search history, cache etc from my Chrome and Samsung Internet browsers. This did the trick.

Thanks for your help gg30340.