Unable to log in to e-mails or BT account

[supergenius]

I have been having serious issues with logging in to BT for the last 2 or 3 weeks.  I have 6 "@btinternet" e-mail accounts and access my e-mails through Outlook on a PC, through Outlook on a laptop and through the Outlook app on an Android mobile.  I also log in direct through a web browser now and again to check that the spam filter has not filtered out anything that I want.  I suffer the perennial problem of my user name and password being rejected through Outlook (PC) and I also get messages on Outlook (Android) telling me that I need to re-enter my security details when trying to access e-mails.  This sometimes happens several times a day. A couple of weeks ago I was unable to access any e-mails through Outlook (PC).  I tried to log on through the web browser but my log-in details for all e-mail accounts were rejected.  I tried to log into my BT account and my log in details were similarly rejected.  I was however able to access my e-mails via the mobile and could access the webmail accounts through Firefox for Android. 

I changed my BT account password, using the "forgot password" link, received my PIN to my mobile, entered the PIN, changed the password, tried to log in using the brand new password, only to be advised that my log in credentials were invalid.  I changed the password in Outlook (PC) and continued to have my credentials rejected, changed my password in Outlook (Android) and successfully read my e-mails and logged on to the webmail page as well.

This morning my Outlook (PC) is operating fine, I have accessed all of my e-mail accounts and my Outlook (Android) is also operating.  I am still unable to access my BT account or my e-mails through the webmail page.  I have gone through the process of changing my password again, try to log on with the new password and again my credentials are rejected.  I have tried using Firefox, Microsoft Edge, Internet Explorer and Chrome.  I have cleared the caches but still cannot get in.

Does anyone have any ideas?

[gg30340 · Accepted solution]

Are you using a VPN on the device that you can not log onto your webmail ?

[supergenius]

I am indeed.  Thank you for that.  I disconnected the VPN and tried again.  Initially it freed up all of my addresses bar the main one that is used aa my account ID but I tried again and it worked.

I have been using a VPN for a year or so now and this is the first time that this issue has reared its head.  I am starting to wonder if there is much point in using a VPN as an increasing number of sites either lock me out completely or tell me that my IP address is "blacklisted" or not int he UK, even when I am using a UK based servee.

Thanks again!

Simon

[Buckbycan]

Hi, same issue for me.  On Friday sign into both email and account using bookmark as usual on firefox.  On Saturday cannot do either.  Changed password, which as you know is a pain as have to do this across all equipment.  Still cannot get in on laptop. Same message.  I have gone into firefox and ticked 'no proxy' to no avail.  This did happen a year or so ago and I was able to sort it but not this time. 

Please help if you can.  I have a Dell and at the moment am accessing my bt mail account through the microsoft(?) built in mail system.  I do obviously need to access my bt account for other than mail.

thanks muchly

[Buckbycan]

all sorted today. Was there a problem over the weekend? Anyway can log in to my bt so happy happy

[SamBrown100]

Why would using a VPN cause issues?  I also note that the BT website is reported as having security flaws:   

The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.
Please contact the web site owners to inform them of this problem.

[gg30340]

You are posting on a thread that is over a year old however in answer to your question about VPNs, it is because they often use IP addresses that are not UK based and can be blacklisted.

[SamBrown100]

Why should where an IP address be geolocated disbar me from login into my BT account?  So if I am abroad I am unable to access it?  If my security credentials are correct the IP location ought to be irrelevant.

[gg30340]

As the answer to that question is quite involved and dependent on a number of circumstances I suggest you do an Internet search along the lines of "Why do IP addresses get blacklisted" which will bring up detailed information which would be to to long to repeat and replicate here.

As regards using your BT email abroad, there is nothing stopping you from doing that as long as the IP address that is being used is not blacklisted.