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Message 1 of 5

Re: Email and Apple

Hi Matt, I have had this same problem with Apple devices (iPad and iPhone) since Wednesday 27th May.

I have been on the phone to BT Email support who told me it was an Apple device problem and gave me the Apple Support UK Helpline number (0800 107 6285 if anyone ever needs it). Apple told me that BT have been incorrectly deferring customers to Apple on this same problem for weeks.

So I got back to BT (on Friday 29th May) to be told its because I ceased my BT brodband account in February this years and I only have a basic BT Email account. This only provides me with online access. (My Online Access has worked perfectly throughout this issue.) I was told that if I subscribe to the premium BT Email service (£7.50) per month this issue will be resolved within 24 hours. I subscribed to the Premium BT Email on Friday and it's still not working. I have done everything BT has asked on my Apple devices. Deleting and recreating the BT internet account in excess of 20 times. Upgrading my iPhone IOS. Resetting my iPhone / iPad network settings. I have also reset my password.  All this fails to fix this same problem that has been around since the 27th. Is your answer just more delaying until BT fixes some underlying problems with its mail servers or network?

It would be nice to know the truth of the problem with BT's mail servers or network. Are these answers wait another 24 or 48 hours just delaying tack-ticks until the underlying network problems are resolved?



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Message 2 of 5

Re: Email and Apple

I have moved you onto your own thread rather than you jumping on some other person's thread which only causes confusion as to who the answers/replies are for.

Because you were not a BT Broadband customer or paying for your email account through a BT Premium email account the information you were given was correct about your account being down graded to "Basic" email account.

See link

Now that you are paying for a BT Premium email account you should be able to use an email client/app.

It may be the case that to "kick start" your synchronisation between webmail and the email client/app on your device you will need to carry out a password change.

To help this work you should stop your devices from checking for email. The easiest way of doing that is to turn them off if you still have the account on your device or add a couple of characters to the email address so that it is not checking your account. If you have deleted the account and it is no longer on your device do not try and add it at this time.

Once you have done that, change your email password and check that you can access your email via webmail (on a browser).

If that works you should wait at least an hour and preferably longer to allow the servers to sync and then add the new password to your device, remembering to remove any characters you may have added and check it works. If it does then move onto the next device if you have one.

When entering the settings, make sure that in the Outgoing server you do not use the "use same as incoming" for the email address and password. Enter them manually.

If the above does not resolve the problem, when you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change the outgoing mail password you have to go into Settings; then scroll down to Passwords & Accounts or on older devices Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the outgoing mail server only shows SMTP and You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

When setting up the email account on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

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Message 3 of 5

Re: Email and Apple

Hi gg30340,

Thanks for the reply and all the advice and information. I did reset my password on Friday and tried the actions and settings you have sent the links for.

I have just downloaded the BT Email App on my iPhone and it's telling me my account level is still Basic. Hence it's still not working. Perhaps the upgrade to Premium BT Email takes a bit longer than 24/48 hours.

I'll try again tomorrow morning, unless you know how to move my account to Premium status faster?

I appreciate your help.




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Message 4 of 5

Re: Email and Apple

I would have said that the move to premium should have been more or less instant. Try call the BT Premium email team on  0808 100 6778 who may be able to give an explanation and some help.

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Message 5 of 5

Re: Email and Apple

Thanks. I'll give them a call.


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