BT Email becoming unusable.

[plandon]

I've been a customer of BT for years but over the last six months my primary email address has become practically unusable. I use an iPhone 5S, a MacPro desktop running Apple Mail and a laptop running Outlook on Windows 7.

All clients have the same problem. Intermittent messages telling me that there's a problem with my username or password. It might work for a week and then stop working for days at a time.

I've spent literally hours on the help chatline. The problem is then escalated to senior operatives who call me back and on at least two occasions, after spending half an hour talking to them and waiting for something to happen, I'm cutoff.

More recently another problem has become apparent.  My sub-accounts no longer show on my BT account. I can no longer manage them.

Finally and to make things even worse, logging onto one of my subaccounts, webmail tells me that I have to change password but when I click on change password the next screen is blank and I'm left unable to logon nor change password.

I'm in the process of changing from BTinternet. This is extremely inconvenient since I've been using that email address for approximately twenty years, as has my wife who has a now unmanagable sub account of mine.

Is there anybody there from BT who could sort out this mess?

[Andy_N]

Hi, welcome to the forums.

For password reset/change, here's the direct link :-

https://register.btinternet.com/cgi-bin/chpasswdsso

The rest sounds like an account corruption, which may clear by itself or you need moderator help.

[plandon]

Thanks Andy.

That link doesn't open for me. I've tried the same thing from MAC and a PC. It's just a blank screen which times out.

I totally agree that the rest sounds like an account corruption. I just wish someone at BT would take me seriously and sort it out.

regards

Peter

[Andy_N]

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@plandonwrote:

Thanks Andy.

That link doesn't open for me. I've tried the same thing from MAC and a PC. It's just a blank screen which times out.

I totally agree that the rest sounds like an account corruption. I just wish someone at BT would take me seriously and sort it out.

regards

Peter

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Hmm ... there's nothing special about the link.

Apart from using a different connection, the obvious thing to do is do a power cycle to pick up a new IP address in case that's the issue. (Turn off the router - remove power, wait 10 minutes, and turn on again). I know that's a bit like turning off and on again, but IP addresses can seem to go stale. It used to happen when some people were unable to access only one website, and doing the power cycle did seem to fix it.

Of course you may have already done that.

(To check your IP address, type whats my ip in google)

[plandon]

I'll try that when I have the time. Ironically, it's BT Broadband.

[plandon]

I've tried re-booting the router (supplied by BT). I've tried from Chrome, on my Mac and Explorer on my PC.

I've tried the link above and I've tried logging-on to webmail and following the link from the "change your password" screen. It always times out..... same result as I've been getting for two weeks now.

Just another reason that I've fed up with BT as an email provider.

regards

Peter

[Noelect]

There is a 21 page BT forum  "Problems connecting to POP3/IMAP" 

https://community.bt.com/t5/Email/Problems-connecting-to-POP3-IMAP/m-p/1825281

On there  you can read the woes of many BT customeres, me included.  There is one suggestion concerning logging into BT Yahoo email (Webmail) which might help, the only other advantage is that you will discover that your not alone, which may provide some small comfort.

Cheers Noel

[plandon]

Thanks Noel.

I rather suspected that there are plenty of others.

Peter

[plandon]

The password change has suddenly worked. I logged onto my primary address then immediately logged out and logged onto the secondary account which then asked for a password change as usual. This time, clicking on the "change" button worked and I was able to complete the process.

Weird - or is there someone out there who's working behind the BT scenes?

Now it's just all the other, more serious problems.

[plandon]

Just to make my opinion of BT email even lower, I just filled in a survey which launched from the forum. Having completed it, I clicked on submit and was presented with a message screen: The survey could not be submitted.

Wonderful!