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Message 1 of 25

BT Mail stopped syncing with apple devices

Hi

Today BT Mail suddenly stopped syncing my mail to my MacBook Air and my iPhone at the same time.

BT say it's an apple issue. Is it? Do I need to go to apple or can anyone here help, please.

Thanks in anticipation

Julia

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Message 2 of 25

Re: BT Mail stopped syncing with apple devices

It is most likely a server issue and it will probably resolve it self after a short time.

Check if you can log on to your email account using a web browser and if you can just use that until it resolves itself.

Meanwhile leave things alone and do not change your passwords.

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Message 3 of 25

Re: BT Mail stopped syncing with apple devices

Thank you, that is sort of comforting... A BT IT advisor got me to change my password earlier today when I was seeking help only to then tell me that they don't deal with other platforms and he had no knowledge of apple! Safari won't recognise either the previous or the new password at the moment... I've been using my web browser as you suggest and that's ok as an interim measure. I'll give it a couple of days. 

Best wishes

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Message 4 of 25

Re: BT Mail stopped syncing with apple devices

As I said, it is probably a BT server problem. The best advice when it happens is to do nothing, especially do not change passwords or delete the account from your device as that can cause more problems than it solves.

The first thing to do when it happens is check to see if you can log on to your email account via a web browser. As you have found you could log on there is obviously nothing wrong with your password or account hence the advice to do nothing.

If the problem does not resolve its self after a day or two or in your instance where you have changed your password on your device you should stop your devices from checking for email. The easiest way of doing that is to turn them off or add a couple of characters to the email address so that it is not checking your account. 

Once you have done that, change your email password again and check that you can access your email via webmail (on a browser).

If that works you should wait at least an hour to allow the BT servers to sync and then add the new password to your devices, remembering to remove any characters you may have added and again check it works. If it does then move onto the next device if you have one.

When entering the new password in the settings, make sure that in the Outgoing server you do not use the "use same as incoming" for the email address and password. Enter them manually.

When you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change/check the OUTGOING mail password you have to go into Settings; then scroll down to Passwords & Accounts or on older devices Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the Outgoing mail server only shows SMTP and mail.btinternet.com You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

If you have deleted the email account and you are setting it up again on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

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Message 5 of 25

Re: BT Mail stopped syncing with apple devices

Thanks so much for this advice. I appreciate you taking the time.

As a not particularly techie person it fills me with dread 😂 but I should be able to follow the flow of your instructions.

In the meantime, I hope the problems solve themselves... 🤞

Best wishes

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Message 6 of 25

Re: BT Mail stopped syncing with apple devices

I am still unable to access my BT emails on my apple devices even after following the detailed advice given by Distinguished Sage.

Are there any other ideas.

Should I contact BT help people or apple support? I don't get where the problem is 😫

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Message 7 of 25

Re: BT Mail stopped syncing with apple devices

Can you still access your email account using a web browser?

Are you a BT Broadband customer or paying for your email account via a BT Premium email account?

If neither of the above your email account will have been downgraded to a BTMail Basic account which means that you can not access your email account using an email client/app, you can only access it using a web browser.

 

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Message 8 of 25

Re: BT Mail stopped syncing with apple devices

Hi

Yes I'm a BT Broadband customer, however, I've been renegotiating my package with them (still on the same BT Halo 3) and wonder if it might have been downgraded in error???

I'll have to ask the question. Can you recommend how best to do that?

Many thanks

 

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Message 9 of 25

Re: BT Mail stopped syncing with apple devices

A trick that worked for me (I think I may have read it on here somewhere) was to log in to webmail with Safari, then manually log out - as opposed to letting the session expire. Sounds silly but this seemed to kick start everything back to normal. However, at that stage I hadn’t changed passwords and could still access webmail in the Safari browser. But it might be worth a try?

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Message 10 of 25

Re: BT Mail stopped syncing with apple devices


@felly55 wrote:

Hi

Yes I'm a BT Broadband customer, however, I've been renegotiating my package with them (still on the same BT Halo 3) and wonder if it might have been downgraded in error???

I'll have to ask the question. Can you recommend how best to do that?

Many thanks

 


It should not have been down graded until you actually leave BT.

To check what email account type you have you need to log onto your MyBT and go to "Your Products" then "Email, manage" then you will find your email account type at the top of the page. It should be "Standard".

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