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robbernstein
Beginner
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Message 1 of 9

Can receive but not send - bt internet mail

Since the yahoo outage I have not been able to send any bt internet emails. I can receive them however. I am operating on a MacBook. When I go to accounts it says bt is offline. I am able to send and receive with other email providers/address that are not bt. 

I rang premium email - they told me that my account had been cancelled and that my call would be escalated and had a booked call for 11.00am this morning. Nobody called. Rang again - was promised somebody would call in the next half hour. Again no call. 

I have had my email address for over 24 years....! 

I have tried to log in via web and then change password - I have done this and still not luck. 

Am at the end of my tether as I have not been able to send an email or respond to clients for over 5 days...!

Any suggestions grateful

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Can receive but not send - bt internet mail

Check the settings and in particular that your user name and password are entered correctly at the outgoing server section.

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robbernstein
Beginner
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Message 3 of 9

Premium Email Account

It appears after 5 hours worth of call - no call backs as promised that my personal email account that I have had for over 24 years has been cancelled. Whilst I am still getting emails on that address I cannot send any. I have been told that all my contacts may still continue to send to that address but that they will NOT be notified that the account has been closed. I have asked about re-instating the address, paying up front for it but BT says this is not possible as the account has been closed. I did not have any notification that they were about to do this, no 60 days notice as it states on BT's own web site. I did not receive ANY information about this happening. It only happened after the Yahoo shortage. 

I am trying to to find the name of senior leader at BT to seek help. After 24 years of having a personalised bt address, I cannot really afford to loose it. I don't understand how they can do this without any warning or notification to a customer. 

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Premium Email Account

If you have been paying for BT Premium mail, and using it on a regular basis, it should not have been deleted. The fact that you are still receiving emails, would indicate its still active. Can you access it via webmail?

Use this link https://signin1.bt.com/login/emailloginform

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Distinguished Guru
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Message 5 of 9

Re: Can receive but not send - bt internet mail


@robbernsteinwrote:

Since the yahoo outage I have not been able to send any bt internet emails. I can receive them however. I am operating on a MacBook. When I go to accounts it says bt is offline. I am able to send and receive with other email providers/address that are not bt. 

I rang premium email - they told me that my account had been cancelled and that my call would be escalated and had a booked call for 11.00am this morning. Nobody called. Rang again - was promised somebody would call in the next half hour. Again no call. 

I have had my email address for over 24 years....! 

I have tried to log in via web and then change password - I have done this and still not luck. 

Am at the end of my tether as I have not been able to send an email or respond to clients for over 5 days...!

Any suggestions grateful

 


Hi, welcome to the forums.

Is your account associated with a BT Broadband account? You mention premium email - are you a BT Premium Email user? You will know this as it costs £7.50 per month.

If neither of these cases are true, then the email address can be deleted at any time.

However, as you can receive emails, then the account can't be cancelled.

What happens when you login via webmail :-

https://www.bt.com/mail

Try to send using that and see what happens. If you are unable to send, to me that indicates that there is a (temporary) block on the account to send emails - not that the account has been deleted.

 

Edit: I've seen other forum posters indicating a similar problem, though that seems to be from today.

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robbernstein
Beginner
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Message 6 of 9

Re: Can receive but not send - bt internet mail

I used to have other BT products but then I moved houses/offices and stopped. I was told that my email would migrate to Premium Email and I initially paid on a credit card to the facility. Apparently, BT stopped taking monies from credit cards and I should have set up a direct debit but I was never notified about this. 

My concern is twofold. 

1. If my address/account has been closed then when people who try to contact me on that address why are they not told that the address is no longer valid?

2. As I am still currently getting emails to this address surely the account is still open?

 

I cannot log into BT internet via web mail. Yesterday I could and I tried to reset the password. Bt Sent me a 4 digit code to use which I did. Since then nothing. I don't understand why someone senior cannot talk with me and explain what has happened. I am quite willing to pay the current premium email amount. AS BT are one the largest communications companies in the world, you thought they would enable you to communicate with them easily and vice versa.

 

Frustrated BT internet user

 

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Distinguished Guru
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Message 7 of 9

Re: Can receive but not send - bt internet mail


@robbernsteinwrote:

I used to have other BT products but then I moved houses/offices and stopped. I was told that my email would migrate to Premium Email and I initially paid on a credit card to the facility. Apparently, BT stopped taking monies from credit cards and I should have set up a direct debit but I was never notified about this. 

My concern is twofold. 

1. If my address/account has been closed then when people who try to contact me on that address why are they not told that the address is no longer valid?

2. As I am still currently getting emails to this address surely the account is still open?

 

I cannot log into BT internet via web mail. Yesterday I could and I tried to reset the password. Bt Sent me a 4 digit code to use which I did. Since then nothing. I don't understand why someone senior cannot talk with me and explain what has happened. I am quite willing to pay the current premium email amount. AS BT are one the largest communications companies in the world, you thought they would enable you to communicate with them easily and vice versa.

 

Frustrated BT internet user

 


Thanks for the info.

A deleted account doesn't always completely delete and can go into a limbo status where emails sent to it do not bounce. I reported this to a so called mail specialist years ago, but heard nothing.

If you stopped the service, the email address does not automatically go to BT Premium Email - it has to be requested. Of course that is now, what happened a few years ago may have been slightly different, but similar.

If you didn't set up a direct debit for Premium Email, then to me that would indicate that the address wasn't needed -  and the email account can then be deleted at any time. However, that means sending and receiving fails (certainly using the btinternet mail servers).

Keith has asked a moderator to investigate. They will pop into this thread and ask you to contact them. Please be a little patient as they are pretty busy.

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robbernstein
Beginner
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Message 8 of 9

Re: Can receive but not send - bt internet mail

thank you

 

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Moderator
Moderator
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Message 9 of 9

Re: Can receive but not send - bt internet mail

Hi @robbernstein,

I am sorry to hear that you can no longer send emails.

I've been reading over your thread and it sounds like you left us a few years ago? We do state that when your BT Broadband service stops, any email addresses associated with the account will remain in an active state for just 60 days. If you had our Premium Mail service, and no longer paid for it, access to the email would be stopped.

With everything that you've described, you will most likely have a BT Yahoo Mail account. Your email sounds like it has been deleted with BT but Yahoo haven't ceased it at their end. That's why you have been able to use it on an email client and not through BT.com.

24 years is a very long time to have had your email. I can't promise anything but I'll take a look into it for you and do my best to help you. I've sent you a private message. Please reply back to me through it and I will personally take charge of this.

Thanks

DanielS

Community ModeratorDannyS
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