Cannot access email account - since last Thursday!

[donna_73]

Hi all, hope someone can help.

I have my btinternet.com account (originally BTYahoo ) for years and years. With the migration last year, I have continued to access my account and mostly recenly via My Bt and via the new app and on my desktop.

All emails have been working fine on my phone and computer, until last Thursday.

I now have had the 'suspicious activitity on your account meassage' and I cannot access my email.

No matter what I try, as I follow the pages, it does not take me to the relevant  page, to resolve or explain.

It comes up with a page 'retry in 20mins' when I have not even attempted to enter any information. This is really frustrating. Is this due to new software update? 

Please can someone help with this, would appreciate an experts advice to resolve?

Thank you

[gg30340]

Are you a BT Broadband customer or are you paying for your email account through a BT Premium email account?

Have you tried logging on using a web browser using the direct link.

BT Email 

[donna_73]

Hello, I previously was a BT broadband customer. However, I have read alot of the posts about the migration of accounts as BT changed, regarding customers that no longer have Bt broadband. So I am aware of the changes. I followed the basic email account access which has been fine, until last week. Yes I have tried via the web broswer direct link as well. Thanks

[gg30340]

If your email account is now a BT Basic email account because you are no longer a BT customer you will not be able to access the email account using an email client/app. It can only be accessed using a web browser.

See link

BT Email products | Types of BT Emails | BT Help

If you can not access the email account using a web browser because of "suspicious activity" you will need to change the email account password. You can do that by using the " forgotten your login details" link below the log on box on the link I posted.

[donna_73]

Thanks, yes I am aware of this and I have been using this setup via BT.Com. Essentially I should have the basic access that I have continued to have since the migrataion/changes.

I have been able to access via desktop BT.com and on my phone, as per your link. However, since thursday this does not work. I have used my email account constantly so there has been  reason  for 'no activity' on the account to be classed as not in use.

Any further solutions.... thanks 

[gg30340]

Have you tried changing the email account password?

[donna_73]

I have followed the link and it does not give me the option to change email password. This is really frustrating as why would there be a problem with my email, out of the blue?? How do I know about the 'suspicious' element, when I cannot actually access the page it links too. Sorry this is really annoying.  

[gg30340]

The forgotten email password link is below the log on boxes on the BTMail link I posted however this is the link for BTID and BTMail.

Forgot login details (bt.com)

[donna_73]

Thanks for your help. I have tried the link, but it is asking for account details.
Is there a Moderator that can help me resolve this issue please?
thanks

[gg30340]

The moderators may only become involved after all other avenues have been tried. You should contact BT 0800.800.150 and ask for "email help" to assist you. Make sure you tell them that you have a BT Basic email account.