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Message 1 of 7

Problem with Sync issue on email

 I recently did the regular updates on my laptop for Windows 10 and since then I have not been able to use my btinternet account on my laptop.  My phone account works absolutely fine.  I've tried deleting the account and resetting it using the settings on my phone but no luck.  I have changed the imap and smtp settings to reflect that it's now and not yahoo, but again nothing.  I have switched off my security system (Kaspersky) and windows shield but still nothing.  I am totally exasperated as to why I can't get my account back up and running.  Has anyone got anything else that I can try?  

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Message 2 of 7

Re: Problem with Sync issue on email

Are you a BT Broadband customer or paying for your BTMail email via a BT Premium email account?

Can you access and use your BTMail email account if you log onto it using a web browser?

Which email client/app are you using?

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Message 3 of 7

Re: Problem with Sync issue on email

No not a bt customer. Yes I can access mail via Web browser. I use other for client, all other attempts failed. 

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Message 4 of 7

Re: Problem with Sync issue on email

Hi @DudleyH,

If you have BT Broadband, or BT Premium Mail, you will be able to access your emails through our website and through most email clients. If you don't have either of those, then you have our Basic access for emails. Basic email is free and allows access through our website. You can't use this email with an email client or on your device.

To find out more, check out our BT Email Products



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Message 5 of 7

Re: Problem with Sync issue on email

If you are not a BT customer as mentioned above, your email account will have been downgraded to a BT Basic email account and this is only accessible using a web browser and not with an email client/app. 

EDIT: post crossed with moderator's post.

Message 6 of 7

Re: Problem with Sync issue on email

Is this a recent change? Up until two weeks ago the account worked fine on my laptop and I am replying to you via my phone on my working bt account.  Still dubious. 

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Message 7 of 7

Re: Problem with Sync issue on email

BT have been down grading non BT customers for the past year or more. The process is speeded up if you delete or change the email account on an email app. If you do that it won't let you set it up again. 

Your phone may work meantime but t will eventually be down graded and if you change or delete the account on the app it will stop working sooner rather than later.

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