New Email failing so badly

[dingaling]

I was moved to the new email a while ago.  It was instantly not as responsive as the old email, but working.

Recently, I starting getting a pop up error on every login and now it takes forever to load the inbox, and has started timing out.

This is on top of the quirky way that you have to be careful selecting emails because if you don't refresh the inbox after removing some others, you can end up deleting completely the wrong email, or it just freezes until you refresh.

So, I just switch to a Mail client instead of webmail (I went to MSFT Mail).  It found the account OK but refused to sync email until overnight.  Now it has (3 months worth).

But the BT email seems to be creaking really badly and this looks like performance problems.

Anyone else know, or seeing the same?

[dingaling]

My MSFT Mail Client is struggling to sync. Its over an hour behind and the sync is reporting 'sync error' now.
When will a general email service problem be posted by BT ? Then I could stop worrying that there is anything I can do.

[NeilO]

Hi, @dingaling there are currently no reported outages or issues reported with the BT Email service and I'm sorry to see you're having problems. If you log in to webmail at www.bt.com/email are you having any issues?

Thanks

Neil

[dingaling]

Yes I am having webmail issues (thats why i tried switching to a email client).

BT email at the moment is just slow.  It takes nearly a minute to refresh an inbox. Plain white screen and sometime it times out.  And it is not my internet connection which is happily streaming movies at other times.

[DanielS]

Hi @dingaling,

Thanks for getting back to us. There are no reported issues with webmail at all at the moment. I've tried reproducing the issue that you have, on multiple emails across different browsers and devices, but I haven't been able to. Before we can look into this, we need to rule out any issues with your set up. Can you please try and access your webmail on different browsers and secure devices? Also, try incognito or private viewing on your browsers to make sure there are no corrupted cookies/cache on your system.

Thanks
DanielS

[dingaling]

It shouldn't be hard to verify this.

Webmail is slow on my mobile (android) and 3 separate PCs.  So it a mail client.  I have deleted cookies and it makes no difference.  Very occasionally, the inbox refresh is responsive.  Every other time, it is 45 seconds of blank screen before a simple inbox refresh completes.

It just very poor.   Is noone else going to confirm this is happening to them also?

[DanielS]

Thanks for getting back to me @dingaling.

When it comes to our email app, it can be slower than webmail for refreshing and other features. However, you've now stated that you have problems on 3 separate PC's with your webmail. This shouldn't be happening on our webmail. Are all 3 PC's using the same network or are they in different locations? This type of issue would usually point towards a problem with either the devices or the network connection. That's providing that there isn't an issue with your actual mailbox. I've never had a fault where a single mailbox has been running slow at our end especially since we started provided the service ourselves instead of relying on a third party company to host.

Thanks
DanielS

[dingaling]

I beg to differ.

The old Yahoo email had some issues, but it was always better than 'BTs own'. The new email started a bit flakey but has gotten worse and to the point where I am now complaining it's not good enough.

It's not acceptable for webmail, on multiple PCs, and networks, to take nearly 1minute to refresh and be blank for that time

Sometimes timing out with an error.

Its better today (Sunday).  But I'm certain it will be slow again soon. I'll revert.

[dingaling]

Monday morning. 

Cleared email.bt.com cookies.  Cleared browser cache.

Login to bt webmail (PC, Windows 10) = 1 minute of blank screen (Loading...) until the inbox appears.

Sync on MSFT Mail Client - got a warning triangle saying sync problem, which isn't allowing email to refresh at all.

I think BT are in denial over this.  I'm just surprised noone else is saying they have the same issue here.

Refresh webmail inbox - 50 seconds. 

This PC is on a work VPN, so I turn to another, private one....also Windows 10, no VPN :    58 seconds to login, then a further 47 seconds to display the inbox (blank screen, loading...).

Now on my Android mobile:  Actually the gmail client:  Fast.  2-3 seconds.  I have 3 BTinternet accounts syncing on Gmail client and they all seem fine (today).  Same home wifi as the 2 PCs,  before you raise that one.  I know that they are configured to use Pop3 connection, because as a result Search doesn't work there.  I was going to change to IMAP, but I am wondering if this is what Webmail is using, I won't do that.

Suggestions?

[JohnC2]

Hi @dingaling, thanks for trying that and posting back. 

I've sent you a Private Message so you can get in touch with us and we'll be happy to help you get this resolved.

cheers

John