Mail Client Issue with one BT Mail account-one last question to ask please

[LeeM]

Morning all.

FYI I'm pretty tech savvy (work in cloud/IaaS/PaaS etc). I have also taken time to search the great info here, this is where I am at:

We have three email addresses on our account. Two, namely mine and my son's work via browser, on mobile and tablet via app, all good. My wife's email however can only be accessed via a browser, so the password works just fine.

Controls/tests undertaken with my wife's account:

Attempted to access her mail via different clients/apps (apple and Gmail) on her iPhone, didn't work.

Tried the above but on my Galaxy S9 with two different apps, didn't work.

Ditto on my iPad.

The passord was last changed in December (we had a security issue), so plenty of time for server synch, I have also gone back 2 passwords, no joy.

I have the IMAP setting all per recommendation.

This is the well trodden authentication issue which many have posted.

It is evident that BT have really bad synch issues, in December I had an alert that my email details were in a batch of hacked data, so I changed everything on my account, but the secret question lagged badly, BT had the old one for days, incredible!

My question is, should I just get BT to reset the password for me?

Thanks for reading my ramble, just wanted to share all I have done to save wasted time/questions.

TIA.

Best,

Lee.

[gg30340]

I know that you said you have already changed the password but I would suggest that you change it again but make sure that you switch off all your devices that use that email account or at the least stop them from polling the email account for new email prior to doing that. You can do this by either deleting the email account from the device or just change the email address in your email account settings.

Change your webmail email password yet again and check that it is working via webmail. 

If it works OK wait at least 15/30 minutes before starting one of your devices email app and set up the email account on that device with the new password.

Check that this device is working before moving onto the next device.

Ensure that you are using the correct settings via this link and set the email accounts up manually rather than using the email wizard.

https://bt.custhelp.com/app/answers/detail/a_id/44917/kw/bt%20mail/c/6591

[LeeM]

Thanks will give this a go today and feedback.

[LeeM · Accepted solution]

Now solved!

We had another issue with the email account, locked out for some reason via browser, BT reset the password. No other devices/app were polling the account, I had wiped from all. I left it 2 hours then tried to set up on my wife's iPhone, same issue as before, password/user name not recognised, could not contact server etc. Now just to clarify one other point, I was setting up the account from within the mail client app, have always done it here on iPhones/iPads in the past. However I then went to 'Settings' and set up in the account in the 'General' area, this worked, then went to the mail client and all was good.

Thanks for the suggestion on password reset. 

Lee.