ALL emails deleted/disappeared from BT email SENT folder in January 2021

[Frustrated_customer1]

Hi mJayL

Yes, exactly the same happened to me - all my Sent emails from before 1 Nov (more than 10 years' worth...) disappeared. The Customer Services people I spoke to said first I must have deleted them and then it must be a problem with Apple. I said that I definitely had not deleted them and that I mostly access my emails via webmail and therefore the computer was irrelevant. They then admitted that the emails must have been lost when the service was moved from Yahoo!'s servers to BT's and confirmed that there was absolutely no back-up and no way to retrieve them.

They ALL said they hadn't heard of this happening to anyone else. I suggested they do a quick Google search!

Not sure where to go from here??

[toad1960]

Hello mJayL......

I'm afraid I can't help.  None of the replies were relevant and I didn't fancy contacting a moderator, so I gave up and opened a protonmail account instead - which works!!  Looking at posts, it's obviously not a problem peculiar to one person but one  which has been ongoing for a long time, and which BT just can't be bothered to address and sort out.  My husband used to be employed in  a top-end IT job and he finds it pretty deplorable.  Sorry I can't be of help.

[toad1960]

Hi again......

I've just read your original post and my problem was slightly different because I was trying to set up a new email address on an account which we've had for decades, like you, and it just kept chucking out the sent mails when I added a couple more (or something like that).  Simply wouldn't retain them - complete disaster.

[Jezi121]

I have just come off the phone to BT 03/03/2021 all emails from 2004 have gone from my inbox up to 17th February 2021. This happens around the same time as yourself initially thought just a glitch due to them updating the email service and webmail would not load anything after 13th February 2021, I logged in this morning and they are still disappearing. The guy I spoke to said to give him 3 days to try to recover the missing emails. 

I use this email service for my business as an independent driving instructor and have lost potential customers from my inbox as due to COVID19 restrictions on working have not been able to work since December hopefully restarting 12th April. Have also lost very important Solicitors emails as well.

please keep me updated with action to take as it is totally unacceptable.

[Chunkeroo]

Hi yes please include me in your case. I am so frustrated and lost important emails. I have a huawei p20 pro so I thought it might have had something to do with that. Let me know if you need me to do anything regards Karen. Ps I still haven't heard back from the moderator who msged me for further details and that was more than 48 hours ago

Best of luck

[toad1960]

Hello again mJayL

I don't know if you're still trying to sort this out, but something occurred to me which may be worth mentioning to relevant people.  My husband has the opposite problem.  He has about 11000 emails stuck in his inbox  and he can't get rid of them.   Everytime he's mentioned it to BT they say they can't do anything about it!!    One even checked and said 'Oh dear, I see what you mean, but I can't do anything.'   So there is something definitely not right with BT's set-up.  If they can delete entire mailboxes 'accidentally', they should certainly be able to actively empty them out when necessary.

He's thought of trying to download onto Thunderbird so he can delete them in one go, but not sure whether thunderbird would handle that without blowing up the computer.

[licquorice]

Thunderbird would quite happily handle that. However, it might be worth hanging on for a while, if there are problems with the BT mail servers it could confuse things.

[toad1960]

With respect (for you not BT!), the problems have been there for years and BT has done nothing about them.

[TerryMaley]

Thanks for your message. Similar issues and totally unacceptable. Over 2,000 sent emails lost and ad you stated a data protection breach. In touch with the Executive Customer Resolution Det but a negative response so far. I will let you know how I get on. Regards,TJM

[malcmac]

Hi All

Thanks to mJayl for pointing me to this forum.  I too have a problem where all sent emails prior to a 21 June 2021 have been deleted - I logged a call with BT on the 13 July, when it became apparent I had a problem, and they 'say' they are investigating the problem........