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Outlook connecting to BTMail on Mac

Margot25 — Thu, 04 Dec 2025 12:39:09 GMT

Have always used Outlook Client to download email from BT webmail. Suddenly stopped connecting. My login works to get me onto webmail but is rejected by the Outlook client returning an error message 'cannot connect to server'.

Help! Thanks in advance

Re: Outlook connecting to BTMail on Mac

gg30340 — Thu, 04 Dec 2025 13:51:17 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?

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

Re: Outlook connecting to BTMail on Mac

Margot25 — Fri, 05 Dec 2025 17:47:32 GMT

We migrated months ago to EE & were told we would retain our BT email capability. Why would it suddenly stop working? My husband is the account holder- his email is fine.

Re: Outlook connecting to BTMail on Mac

gg30340 — Fri, 05 Dec 2025 18:08:26 GMT

Was your email account "gifted" to you by your husband?

In case you are not sure if it was you would have your own BTID and MyBT so that you can manage the email account independently from your husband. This would allow you to set your own password without your husband being able to manage or access the email account without knowing your password.

If you do have your BTID & MyBT You need to check the type of email you have. To do that log onto your MyBT not EE and and go to "Your Products" then "Email, Manage".

At the top of the page it will show what type of email account you have. It should show "Standard".

If it is still managed by your husband, he will need to check the above and ensure that it is showing as "Standard" and that your email account is still showing as being one of his email accounts.

Post back once you have confirmed that it is all showing as Standard.

Until then it is a bit pointless in trying to resolve any problems.