@malcmac unfortunately nothing will come of this, I contacted bt less than 2 days after the emails were deleted and they said it was impossible to recover them. i have changed over to using gmail as I have had none-stop problems with bt.
Thankyou for your message. I am so sorry to hear about your disastrous and frustrating experience.
What happened to me was that the emails were deleted when BT switched servers. I have never been told that my phone sent a message telling BT to delete emails. Only my inbox was emptied - everything else was still there.
I complained to the Ombudsman, but he said as BT provides emails "for free" I had no comeback.
I remain an unahppy customer, but I don't think I fit into your class action.
Thanks for gettig in touch.
I have now received an update from BT and, as I expected, the news is infuriating!
BT have advised the following:
- the cause of my deleted SENT emails is that a request to delete all the emails came from my APPLE phone email app.
-I should contact APPLE to resolve (farcical since APPLE do not have access to the BT email servers to recover the data)
- When you use any 3rd party app to access BT mail you are responsible for any loss of data caused by the app
- There are many recorded problems of this type (from APPLE, Samsung) where emails have been deleted from a persons mail account
- BT cannot recover the emails
I have told BT the following (note. I have numerous years experience of managing IT systems, including email, in some of the largest financial institutions and, frankly, had I allowed this to happen I would have been fired a long time ago!) :
- Why has BT not issued an Advisory Note to all customers telling them not to use 3rd party apps (Apple, Samsung etc) to access BT email?
- I asked why BT have developed their own mail app for APPLE and why they are not publicising its use (but never really got to the bottom of this)
- It is not acceptable to say BT cannot recover the emails - that is simply not true or, if it is, why then did the new email service go live without a document recovery facility when the previous email system, YAHOO, had a recovery function. Perhaps the BT Email Product Manager could comment?
- That I wish to escalate the problem to the highest levels within BT - I have stressed that numerous people have the same problem and they cannot just IGNORE it.
- I have stressed that I purchased the BT Broadband/Mail service (at a premium cost to other Broadband services) because email is very important to me and thinking that if I had a problem BT would resolve it - how wrong I was...... so I will now be transferring to GMAIL and purchasing a cheaper Broadband service as well - what's the point in staying with BT if they treat their customers with contempt or, the problem happens again?.
I believe BT are relying here on ignorance from their customers in not complaining or going elsewhere - we are clearly not getting a premium email service.
I did see that someone has raised this issue with OFCOM but was told that they (OFCOM) could not do anything as BT Mail is a free service..... I don't believe this is correct since BT charge to use the service if you do not buy their Broadband - therefore, it cannot be described as a FREE service!
Personally I would like to see us all get together and contact BT/The Press because I don't believe individuals carry any weight whatsoever. What do others think?
After all, how many others have the same problem but are not aware of this forum?????
I agree with you, BT is acting outrageously. Obviously their email service is not free, and even if it were it would not absolve them from a duty of care. NGOs like Citizens Advice give a free service but can still be sued for negligence if their advice is wrong.
Although my cirumstances are different to yours and others' - my inbox was emptied when BT switched serviers - I am in the same predicament in that they swear they cannot "find" my lost emails, which suggests they undertook a major operation, i.e. switching servers, without any backup, which I think is unbelievably bad practice.
I agree we should join together.
I found the Ombudsman useless - he just sided with BT. They hold themselves out as relaible and trustworthy, but they are nothing of the kind.
Thank you for your posts. I have over the last few weeks sent several emails to the CEO of BT. No doubt that they have been fielded by his PA ! I have lost over 5,000 sent emails that had very important content such as medical, financial and family matters. The dates that they were removed from my sent box don’t match with BT logs. A total breach of data protection as well as a massive inconvenience. I won’t bore you all with the details that I sent BT. What now ?
As some of you have commented, the Ombudsman is hopeless and BT feel they can get away with this service and behaviour.
I have contacted BBC Watchdog as well as the Mail on Sunday. As individuals we are limited in the impact we can cause but I intend to make as much noise as possible. Looking at the moment in researching an aggressive investigator journalist as well as other media outlets. I think this will be a long haul.
Keep in touch.
Really sorry to hear about this disaster.I think there is strength in numbers, so link up with mJayl .
BT have to realise they have a real problem here that is causing serious concern among a number of customers.