@btinternet.com email address not working as from today?

[agentf]

Hi,

My mum has used  her @btinernet.com email address for many years (its her lifeline to the outside world at the moment!)

She uses it daily.

As from today she can no longer access it.

When the username is typed into the login page she gets "Sorry, we don't recognise this email address."

Has there been some kind of cull on old users?  She is beside herself at the moment as all her contacts and info is in that inbox.

Thanks in advance.

[gg30340]

Is she a BT Broadband customer or paying for her email via a BT Premium email account?

If neither of the above her account may have been downgraded to the BT Basic email but it should still be accessible if she is using a web browser to access it.

Is the account definitely a btinternet.com email address or was it a Talk21 email address.

[agentf]

Hi,

Thanks for the reply, nope she is no longer a BT internet customer (or premium email)

It was definitely a BTinternet account that she accessed through yahoo.

[imjolly]

As @gg30340  the account has probably been downgraded to basic mail and can now only be accessed using web mail and web browser.  It will not work using an app

[licquorice · Accepted solution]

The correct login is here  not Yahoo.

[gg30340]

She can no longer access a BT email account through Yahoo she must use the BT logon page as per this link.

BT Email 

If she still has problems logging on she should clear the history and cookies from the web browser.

If you know which browser she has you should be able to talk her through doing that if you are not able to do it  for her. It is fairly easy and how to do it for her browser can be found with an Internet search.

[agentf]

Hi guys, thanks for your help btw... we got in the end using the BT link.

a very happy (and now re-connected) Mum !