Can't get emails with iOS app after yahoo migration

[youngwt]

Hi,

My wife has a premium bt email account which was an old yahoo account (and an even older talk21 account). She was recently instructed to remove the old account and resign with the mail.btinternet.com account, but following the instructions we always get the message that her username and password are not correct. I have reset the password many times and can sign in to BT.com just fine. This has been going on for over a month and telephone support has not helped.

Whilst I can access the mailbox through the website the service is not very good (search didn't work properly for starters). Telephone support tried to palm me off saying it was iOS that had the problem BUT I also cannot access the mailbox using the official BT mail app for iOS and I also tried using the Thunderbird mail client and got the same results.

My hunch is that something went wrong with the migration and my wife's mailbox password is not consistent with her bt.com account. I suspect the only reason I can access the mailbox through the web site is because the website is connecting through a single sign-on mechanism (SAML?)

As an aside I tried migrating her mailbox to gmail and when Google's migration service receives the btinternet email address the pop up is branded with yahoo. If I sign in with my details I go back to a bt branded page but that page is a dead end.

Has anyone else had the same problem?

[licquorice]

Try again changing the password but this time make no attempt to access or configure the account for at least one hour in order to give the password chance to sync across the servers.

[youngwt]

Thanks for the suggestion, unfortunately it didn't work. I still have the same issue.

[licquorice]

Ok, it looks as though this might need intervention by the mods. I will alert them to the problem, they will post on the thread.

[NeilO]

Hi @youngwt, I'll send you a private message in a moment so you can get in touch with the moderation team and we'll be happy to help. 

[DavidM]

Hi @youngwt,

Thanks for sending over your details. I've picked up the case. Can you get your wife to follow the instructions at https://www.bt.com/help/email/updating-your-bt-email-settings and let me know how you get on? 

Cheers

David

[youngwt]

Hi David,

Sorry I took a while to get back to you. I tried following these instructions a few times but I still get the same error message. I am convinced the problem is on BT's end as even their own app does not work.  Is there a second line support I can access? This is a premium emal account that we pay monthly to upkeep so its very frustrating that we can't use it like we want to.

[RobbieMac]

Hi @youngwt,

Thanks for your post and welcome back!

I'm sorry that going through those settings didn't help.  David is out of the office on annual leave.  I'll pick this up for you until he returns.  At this stage we are going to have to raise this through to our email team for investigation.  I'll get the ball rolling here now and I will follow up with you again when I have heard word back.

Cheers,

Robbie

[steevb]

As of yesterday, I cannot access BT email through the IOS app on my IPhone or IPad as my password is supposedly incorrect. I can access email via safari and I’ve downloaded the BT mail app (which I didn’t know existed until I had a look today). In both cases all was fine. Via Safari I changed my password on both my BT ID and my email account but still can’t use the IOS app. Spoken to an advisor who tells me I’ve moved from BT yahoo to BT mail. When did that happen because no one told me? I am sure this migration has caused some conflicts somewhere. I would like to use the IOS app which I’ve done for the last 10 years with no problems.

My wife has been in the situation for over a year of not being able to access her emails other than via Google on her laptop or PC. She’s still on BT YAHOO. How on Earth she’s not migrated but I have stumps me as we had one BT account and I added her when we married 20 years ago! It appears that on Google Chrome on Windows, when she enters her email address and password it recognises she’s STILL on BT Yahoo and redirects her to the BT Yahoo account. However, from exactly the same screen in Safari with exactly the same username and password it doesn’t redirect her but says the password is incorrect as it’s not redirecting her to the correct place. She also can’t add the account on IOS either via Yahoo or Other accounts. I also got her to download the BT mail app today but surprise, surprise, that doesn’t work. She doesn’t care to sort it as long as she can access from at least one source out but it drives me mad that she has to get her laptop out and start it up to get her email!

We are paying for Premium mail and can’t get these issues sorted!

I tried the chat line but for some reason if we’re on Premium mail they can’t sort our problems and I then got routed to an advisor who has been trained but can’t access the system! Finally routed to someone who tells me it’s an IOS problem. Frankly I don’t believe that’s the case.

By the way I also deleted my sky yahoo email on the IOS app and  added it again. No problems at all!

I’m sorry I’ve brought additional problems to this thread but it’s so frustrating!

[licquorice]

The migration from BTYahoo to BT Mail is an ongoing process and accounts are being migrated in batches so it is quite possible for you to be on a different system to your wife.

You need to ensure you have the correct settings in IOS mail for BTMail, it is possible you were using unofficial Yahoo settings previously which will no longer work.

Correct settings can be found here