Can't connect to BT Email from android client

[john771]

Hello,

I got a message from BT yesterday to say that they suspected my account had been compromised and they had suspended it. I was advised to run a virus scan and change my password, which I did. I was then able to access webmail but have been having problems updating the email client on my phone and tablet, both Bluemail. I keep getting errors saying server error or similar after updating both incoming and outgoing passwords. My phone has started to accept incoming mail but can't send, my tablet can't do either. A forum user with a similar problem was advised to check their products on MyBT to make sure that the email account is Standard, mine says it is but is also says I have used 0 out of 11 email addresses., which is a bit worrying as I have one and so does my wife.  And her email is still working fine ! I would be grateful for any insight...

John

[gg30340]

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

Does your MyBT show any of your email addresses have been deleted or just that you have used zero?

Have you checked the server settings on Bluemail to ensure that they are correct as per the following link?

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

Is your email account set up as an IMAP or POP3 account on your phone and tablet?

Do you use any other devices to access your email?

Have a look at this link and the sub-links and make sure there is nothing untoward added to your account.

https://www.bt.com/help/email/email-security/how-can-i-tell-if-my-email-account-is-no-longer-secure

[john771]

Hello,

Thanks for your reply. 

Yes, I am a Broadband customer. I renewed a few days ago. 

No, MyBT doesn't show any deleted addresses,  just zero.

Yes, I checked the server settings in your link - and everything worked fine before the password change, so they must be correct. 

The account is IMAP.

I also use a PC to access email but am currently away from home so can't check it. 

I went through all the steps in your final link when I got the message from BT about my account being compromised (which I don't think it has).

Regards 

John

[gg30340 · Accepted solution]

When you say you are away from home, are you out of the country because that can cause problems if using wifi connections.

The IP address of the connection may be black listed.

If you have not tried it already try using your phones network connection instead of wifi.

If your email is working ok on webmail it means the password is ok and the problem may be with the BT servers.

[john771]

Thanks, yes I am out of the country,  and disconnecting the phone from the hotel wifi seems to have fixed it. I was also able to fix the tablet by connecting it to the phone's hotspot.

All I need to figure out now is why BT thinks I have no email addresses - but if everything is working, I am reluctant to open another can of worms !

Thanks for your help.

[gg30340]

That's good that it's working on the phone network.  The hotel's wifi connection,  in common with many "open" wireless networks will be black listed hence the email app gets blocked by the BT Servers.

As regards your "missing" email addresses, you may find that they magically re-appear when you get back to the UK and log on using a browser on your PC. If they don't give BT 0330 1234 150 a call if you wish to report it in an endeavour to have it fixed. 

[john771]

Thanks again for your help, I will check when I get home.