emails no longer work with Outlook

[DanielS]

Hi @papowell67,

We can have it looked into for you but I cannot guarantee that it will work with your email client.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

When you are completing the web form, please let us know if you've tried setting it up on a different email client or on a different device 

Thanks

DanielS

[Andy_N]

---

@papowell67wrote:

Hi everyone,

After several calls to helpline I'm no better off.

I had a few months away from my PC, ipad & iphone and when I returned my BT email no longer works on Outlook.

I had recently changed by password so looked to use my new password, sadly no joy. after speaking to the helpdesk i was advised to remove my account from outlook and start again.

I did this and no joy. So i then tried my iphone, my Ipad, my work laptop and the only way i can log in to view my BT emails is via a browser.

I currently have a freshly installed windows 10 pc with Outlook 2016 waiting for my emails. but cant get it to work.

Is there anyone out there that might be able to offer any advise on how I can get my BT email back onto all of my devices without having to use my web browser?

Thanks in advance for any help..

---

Hi.

So in a nut shell, you can login to webmail using :-

https://signin1.bt.com/login/emailloginform

is that correct?

But you are not able to use Outlook, iPhone etc.

If you've not logged into the email account for 90 days, then not re-activated the account after a further 60 - the account could be deleted - this may have sort of happened based on your first sentence - perhaps the 90+ days scenario.

I assume you're with BTBroadband or use BT Premium Email? If the former, login to your BTID using :-

https://www.bt.com/btmail/emailmanagement?view=email

that will list your email addresses associated with the account.

Once again BT, the helpdesk are giving out completely incorrect advice, users should NEVER be told to delete the account in their client, that isn't the fault. This should only be done once all the other avenues have failed.

[papowell67]

I am able to log in using a web browser and was able to do so whilst away from my PC. i did change my password in this period, but when i returned home tried to change my outlook account to the new password.

I am not able to log in using outlook on various pcs or laptops, ipad and iphones also at the moment I am stuck using the web browser with the constant yahoo ads popping up along side my e-mails ( the main reasons i wanted to use an email client).

Yes I am a broadband custoimer and I do use my BTID to log in via https://signin1.bt.com/login/emailloginform

I can see my email address within the manage email adress page also..

I hope this helps

[licquorice]

You can avoid the ads by using the  'Basic' version of webmail. Click on the cogwheel in the top right corner > Settings select 'Basic' and click on save.

In the meantime, I suggest you complete the form that @DanielS has offered.

[papowell67]

Thank you

I have completed the form and await a reply

Many Thanks

[Andy_N · Accepted solution]

That's very helpful, thanks.

To me this sounds like the initial problem was a simple "unable to use app/client", which is commonly reported in these forums.

The thing to do is typically wait, change nothing, don't change password - and the system can spring into life after a few hours to a few days on the app/clients.

Following a password change, and if checking straight away with apps/clients - especially if they are set to continually check, they can fail - and lead to consistent failures. These devices must be stopped from auto-checking. I believe this has something to do with the problem. Also, when they fail, people try a lot of times understandably, possibly making the issue worse.

Also, a password change may not sync properly with the BTID and email address, causing issues. So you might like to try one device only with an the old password.

Now, if this is still an issue - then another password change might be necessary, having first stopped all devices from checking. After a password change, wait at least 15 minutes - try webmail access with the new password. Logout, and login again to webmail to test that new password.

The try one device only with the new password, with some apple devices needing the password altering in two places.

[JohnC2]

Hi @papowell67 I called earlier and left a message; sorry I could not reach you. 

Have you tried to use the old password on one device as suggested by @Andy_N above? and if so did it work?

Are you free to take a quick call this evening I'll be in the office until 8pm. If not please can you let me know a suitable time to call on Friday or Saturday between 11am and 6pm and I'll speak with you then.

Cheers
John 

[papowell67]

Hi John,
I am able to talk now, otherwise I am available after 07:30this evening.
Paul

[JohnC2]

Hi @papowell67 I called earlier and left a message. I just wanted to check that this issue has now been resolved for you as I can see the email team have closed the fault. Please can you check and post back and confirm if this has been fixed for you.

Cheers
John 

[papowell67]

Hi John,

Apologies for not answering your call, I am on a training course at work so no access to my mobile. Yes all working now...the email team recommended a password change as my current password had special characters in.( as recommended by Yahoo Mail) as part of my pass chance originally. All working on every device now. 

I would like to thank everyone for their time helping me solve this problem.

Paul