This appears to a major issue BT! - It has apparently been going on for months. Please see the following threads:
The sagas related here about loss of emails are very worrying. It is clearly time for someone higher up in BT to take this issue seriously.
An interesting point to note:
I have three email addresses on the account.
If I log in to any of them with the correct email address but the wrong password. I get a red box
"We don't recognise your details. Please check you've entered your full address and correct password etc." So clearly it is doing the password match.
If I log in to any account with the correct email address and password, it just loops back to either the same login screen or the "Enter your details screens".
BT Please note: This is clearly a relatively simple software error - it is plainly obvious that you are being directed to the wrong screen(s) when the password matches!
Further to my previous replies:
I was telephoned by an automated system (from 0845 6021111), and promising a call between 10.00 and 12.00 am - calcalled a planned appointment so I could be available - Nobody called me. Another 2 hours down the drain!
Just now I stumbled upon a new box allowing me to create a new email account - this worked and the new account is set up and I can access it - but no sign of my existing accounts - oh dear!
You have been offered the help of a moderator. I would suggest that you wait until the moderation team contact you and until then you do not contact Customer Services as it will only lead to confusion.
Setting up a new email account will not allow you to access another email account.
type mail.btyahoo.com into the address bar (no http:// or anything else) and log on from the Yahoo screen. It might bounce you back a couple of times but if you get in to webmail DO NOT sign out, just exit the page and make sure you tick the 'keep me signed in' box when you use the Yahoo log on. See my previous thread for the story of this (temporary) fix.
Hi Daniel. There is still no progress on this. I received some texts telling me to expect some calls so I wait by the phone and PC for hours on end and no call comes. Then I see I have missed calls at completely random times when I'm nowhere near my PC. Please can you help I desperately need email access. Thank You.
@olon1968 Sorry about that, I can see you're details are in the mod queue waiting to be picked up. We deal with the cases in the order that they arrive with us and one of the mod team will be in touch with you in the next couple of days.
Have exactly the same situation as the original complainant ... I can log in to BT but not to email ...
Only time will tell, but I must admit to being very sceptical and to having my leg pulled !!! Colleagues have stronger words to describe this situation, one that has been not only caused by BT ... but continued by them also.
Any ideas as to any proposed actions that should be taken, if indeed this re-instatement doesn't take place ... it even now means I've had a loss of service for 6 days, for which I am paying ( refund due ?? ) ... and if not re-instated .. what the hell am I supposed to do ??
I've been a BT customer for over 25 years and am stunned.