Inbox empty

[robangus]

Hello, 

As of yesterday I am having exactly the same problem, few more details:

- inbox empty as of 08:00 on 12.03.21 when I checked.

- subfolders of inbox appear ok on Outlook, but when on webmail (on both Safari and Chrome I get 'unexpected error'.

- All other folders, inc. Deleted items are OK.

- No old POP devices used.

BT mail help have no solution, they did say they are migrating accounts from Yahoo Mail so my emails might just appear. They do not seem to have a process to link customer feedback / issues to their internal migration project which seems bonkers to me as a Project Manager.

Any help much appreciated.

[gg30340]

I have moved you onto your own thread because the one you posted on was an old thread and may not be caused by the same problem that you are having.

There are a few more recent threads with a similar problem.

 Emails disappeared - BT Community

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

[DanielS]

Hi @robangus,

When you were speaking with our technical department, they should be able to contact our back end team who can find out exactly what happened with your account. Are you using POP3 or are you using IMAP?

Can you try incognito mode for your webmail and try those folders again please?

Thanks

DanielS

[robangus]

Hi Daniel

Thank you for your message, when iIspoke to the two people on the phone the first said that they would call me back today (which they didn't) but that they had reached the end of their script and no further action could be taken other than to apologise. The second said the same. 

To answer your question I am using IMAP.

When you say incognito mode what do you mean?

From Web browser: When I close the error message on the sub folders from the inbox the folder appears but contains no information, however the emails in the sub folders are there on Outlook.

I have also noticed (despite using IMAP) that there are some discrepancies between the view emails that are now in my inbox from the last 2 days, i.e. some read in Outlook but not read in webmail.

Also checking my deleted items / trash folder, that is synced across both webmail and Outlook, it contains messages that have been moved to trash and all messages that should be there are there. So the messages from inbox are not in trash.

Regards

Rob.

[licquorice]

---

@robangus wrote:

When you say incognito mode what do you mean?

---

Which browser are you using? For Edge or Chrome press Ctrl+Shift+N, for Firefox Ctrl+Shift+P to launch a private window.

[DanielS]

Thanks for the information @robangus.

We can look into it for you as there could be something wrong with our side if you're experiencing issues through webmail. I wanted you to try the incognito mode (private mode) on Chrome as it doesn't use the stored cookies that your browser usually does. It'll help us rule out an issue with your browser and let us focus on finding the problem 🙂

Thanks

DanielS

[robangus]

Ah OK, 

I normally use Safari, but have loaded Chrome and gone into Private Mode - the experience and issues are exactly the same.

[DanielS]

Hi @robangus,

Thanks for trying that for me. I'll send you a private message so we can look into this.

Thanks

DanielS

[DavidM · Accepted solution]

Thanks for letting me know we got this sorted for you @robangus .

All the best

David

[Ben_G]

Hello,

I had exactly the same problem, can you get it sorted for me too please?