New Email failing so badly

[dingaling]

I'm afraid the 1 attempt to contact me was not successful, and the assessment of 'it looks alright from here', does not solve the problem at all.

My webmail still takes 1 min to refresh. Every time. On multiple PCs.  Android Gmail gets it ok, most of the time.  The MSFt Mail client gets sync error and then clears itself on a retry.

I will do some traces myself.

[DanielS]

Hi @dingaling,

Your case is in our queue to be picked up by a member of my team. You must have been contacted by someone from a different team in BT. As soon as you are top of our queue, we will get in touch with you.

Thanks
DanielS

[dingaling]

You called to let me know they would work on it over a couple of days, but that was last weekend.

I've not heard anything back.

Worth noting that I have 4 BT Internet Accounts, and only one of them is having this constant 1 minute lag to refresh its inbox.  It will be the biggest account, but that should not be a problem.  You only have to refresh the latest emails, not fetch tem all!

[RobbieMac]

Hi @dingaling 

Thank you for posting back.

I am sorry for the time this is taking to get fixed.  I have double checked it and my colleagues are due to follow up with you today.

Keep us posted with how you get on chatting with them.

Cheers,

Robbie

[dingaling]

OK. Appreciate this is being looked at by the tech support group now.  But its taking soooo long (a bit like my inbox).

I can tell you its nothing to do with my environment, VPN, Broadband, browser, cookies..... it has to be something related to my particular main account, at the server side.

My other btinternet accounts are working ok.

My main account works ok on Android - both Gmail client and the BT App.

But Any webmail access, from any PC, on any browser - over 1 minute.  Its actually quicker to find an email on my mobile, forward it to my gmail and pick it up on my PC from there.  That's how unuseable it is.

It's like there is some intercept enabled, or some extra processing on my inbox before you are returning the page.  Should I be checking for strange cars in the street when I leave the house 😉

[dingaling]

Here's the latest trace from me:
Label Waterfall Duration
Queued at 3.43 s
Started at 3.43 s
Resource Scheduling DURATION
Queueing
​
1.58 ms
Connection Start DURATION
Stalled
​
2.21 ms
Proxy negotiation
​
1.93 ms
Request/Response DURATION
Request sent
​
0.33 ms
Waiting (TTFB)
​
42.44 s
Content Download
​
15.27 ms
Explanation 42.46 s

[dingaling]

So I reduced the number of emails in the primary inbox from 30k to under 10k as requested...  however that is not a viable reason for this server connection issue, and means that I cannot have a few years of emails in one folder for search to be useful.

Still the web clients take a minute to connect and sometimes timeout.   As does the Outlook Client.  The mobile clients (Gmail and BT App) seem to work fine.

I created a new BT email account.  I set a rule to forward all emails from my primary account to this new inbox and accessing that works fine (but there are only a few hundred emails in there so far).

The BT support teams don't seem to be making any progress, or even looking at it any more?  I've had this email service for like 10 years, and don't see why it won't work.  I can't be different to many other accounts and probably significantly few emails than some.

[NeilO]

Hi @dingaling I'm really sorry the requested action has not helped, I can see the BT Email team are still looking into this for you, they're waiting for an update from our email platform provider after they let them know the reduction in your inbox has not worked. They'll get back to you as soon as they have an update.

Thanks

Neil

[dingaling]

So I have emptied my inbox now, as as I expected, it makes zero difference.

Both webmail and Outlook Client on any PC, on any network, take 1 minute to fetch and display inbox.  Mostly Outlook Client times out and errors, but because it syncs in the background it sometimes gets through.

Gmail and BT App on Mobile still seems fine.

I have a rule forwarding new email to another BT inbox and that is also working fine, on PC and Webmail.

Today, Webmail cannot connect and I get this screen:

It may be maintenance, but still not good.

[dingaling]

OK, today its working!

Webmail on 2 PCs is refreshing withing a few seconds, like it should.

BT Support also called to say 'they had looked but saw no issues'.  Well clearly they did something... probably re-built my inbox or moved it or something on the Server side.  My Outlook email client also updates the inbox without delay (first time I tried it didn't  but then yes).  So I am moving 30k emails back into my inbox, to give me my 5 years of email search in one place, and will see if it affects it (it made no difference removing them, so putting them back should also be OK).

Thanks to BT Support for eventually getting to it.

If you read this thread and get something similar, at least you know it has happened elsewhere, and was fixable.