Can't LOGIN to eMail

[Jellicle]

I have tried to access webmail by using Edge, Chrome, IE and Safari.

None of them work.

[Jellicle]

Access to webmail is still impossible. Same message.

Trying Edge does not work for me.

So far I am still receiving and sending emails via Outlook and my iPad. I visit  webmail simply to check whether anything important has gone into Spam.

[PaddyB]

Hi @englishbullterrier,

Thank you for posting. I'm sorry you're having problems accessing your email through webmail. It's strange that you can access your email through Microsoft Edge but not those other browsers. If you send me your details, I'll be able to take a look at this for you. 

I have sent you a private message with instructions on how to contact me.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

[PaddyB]

Hi @Jellicle, @ras_undy, and @rjhazell,

Thank you for posting as well. I'm sorry you also having issues getting into webmail. Your issue does sound slightly different to @englishbullterrier as you can't access webmail through Microsoft Edge.

If you haven't already tried, please can you cleary your internet cookies and cache? Once you do that please can you try logging in to your email using the link www.bt.com/email

If that hasn't worked please can you post back with the device you're using and the exact error message?

Thanks

PaddyB

[ras_undy]

Hi, thx for the suggestions, I have previously done what you suggested re cookies etc. with no luck

I have tried from my Ipad, Mac Book and then from my work laptop. 

The laptop has never accessed before, so would not have any issues around cookies or cache, again it does not work on any browser.

I also rang the BT helpdesk, and they know it's an issue they have and have reported it to their helpdesk.

This is not a client issue, its an issue with the settings on the webmail servers.

[gg30340]

---

@Jellicle wrote:

Access to webmail is still impossible. Same message.

Trying Edge does not work for me.

So far I am still receiving and sending emails via Outlook and my iPad. I visit  webmail simply to check whether anything important has gone into Spam.

---

If you have your Outlook and iPad app set up as an IMAP account you should be able to access your spam folder using them until such times as BT get this mess sorted out.

[Jellicle]

Hello Paddy

I sent your colleague Matt stage by stage screenshots of my process last week, as he requested.

I had already cleared my history for all time several times. I am using a PC, Windows 10, and have tried on Chrome, IE and Edge. I have rebooted the router, turned off my PC and left it for some hours, and our network works well for everything else.

However, I have just cleared everything and tried again as you asked and this is the message:

I don't want to keep trying because BT will eventually decide that there have been too many login attempts and will block access and start asking me to change my password. I am not going to do that because I am successfully getting email on my devices and through MS Outlook. Webmail worked faultlessly until Thursday when it suddenly stopped working. I had changed nothing at all.

There are so many people with this problem that it doesn't look like a fault with us but at BT's end.

[Jellicle]

Hello  gg30340

I'm sorry to say that I can't. Trying to log in on my iPad simply gives an error message. 

I am reluctant to keep trying because from past experience (a couple of years ago) BT will eventually say there have been too many login attempts, block access  until I change my password,  and that will begin a whole catalogue of other problems. I don't want to mess up the part of my email which works at the moment.

[simon48]

Tried edge, didn't work for us

[PaddyB]

Hi @simon48, @ras_undy, @rjhazell,

I'm sorry you're still not able to get into your email through webmail. I'd like to get this investigated to see if I can help. Please could you send me your details?

I have sent you a private message with instructions on how to contact me.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB