Can't connect to webmail service

[Rob_B]

Hi

I can't connect to the webmail server unless I have my VPN running.  Without the VPN all I get is a web error page, can't find server, check DNS etc.  With the VPN running everything works fine.  This problem is with different browsers and I 've tried different devices.  I can get email through a mail client with no problem.  I've restarted my router.

I'm assuming BT is blocking my router ip address.

Any thoughts?

[gg30340 · Accepted solution]

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

Are you using a BTMail email account?

Are you using a BT connection or are you using another network?

Are you in the UK.

Are you using a BT hub?

If you are using a BT hub have you tried a factory reset of the BT hub by pressing a pin into the recess button on the rear for about 20 seconds?

What device are you using to access your email.

If you are a Talk Talk customer TalkTalk DNS for bt.com has been down for days. TalkTalk users can't access any BT services, causing so many calls and complaints being raised with BT.

There's a 3 day old thread on the TalkTalk forums with no reply from them so far.

Home - TalkTalk Help & Support

[Rob_B]

gg30340

Thank you for the reply; that's a lot of questions.

I'm a premium email account holder, nearly moved back to BT but TalkTalk coaxed me back again.

So yes, I'm on TalkTalk.

In terms of what devices I'm using:  Mac Mini/ Dell Laptop. and an iPad.  None of which can access webmail, all of which can get mail via a client Thunderbird/Mail/Gmail (android).  I can access webmail on all of them if I engage a VPN. 

So I guess the problem lies with TalkTalk rather than BT

[Rob_B]

OK, so....

...I went onto my TalkTalk dashboard on the KidsSafe setting I added BT.com as a site to be allowed to connect to and hey presto it worked.

I then switched Kidsafe off and then back on (this clears the allowed sites), and it still worked, ( I was expecting it not to) .  It seems that somehow this process has kickstarted my access to BT again.

Thank you for the hint as to where the problem lies

[imjolly]

There was reports in press of TT customers  having problems accessing BT email addresses