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Message 11 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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@andyn wrote:

That makes sense, I will pay the extra to upgrade then try again.

Andy


See link about BTMail products.

BT Email products | Types of BT Emails | BT Help

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Message 12 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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Tried to upgrade email today no joy, BT person was helpful but said I could not upgrade my name@btinternet.com from basic to the full version even though I had previously been told that was possible. 

So tried to login using BT App (on my Android device) using my name@btconnect.com email using BT App "domain cannot be used as account" was the error message. I also have a business account and this its email address.

So how do I access either of my email accounts (I am not worried which as I can forward emails from one to the other)NOT using a  web interface. I was advised Bluemail or aquamail would work OK but neither works. I use 993 for IMAP and 465 for SMTP.

I am lost.

Andy

 

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Message 13 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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Not sure why you were told you couldn't upgrade to premium mail. Try the premium mail team 0808 100 6778 - Monday to Friday 9am to 9pm, Saturday and Sunday 9am to 6pm

As far as I'm aware, btconnect addresses are only available as POP3 not IMAP

Settings are here 

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Message 14 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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To upgrade from BTMail Basic to BT Premium Email did you call the BT Premium Email team on 0808 100 6778?

As far as I am aware the @btconnect.com email accounts do not work on the BTMail app.

Bluemail and Aquamail both work with @btinternet.com email accounts. Are you using the server and settings as per this link.

 What are the settings for outgoing and incoming BT Email servers? | BT Help

If it is not working, at which point does it not work and what if any error message are you getting?

 

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Message 15 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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Just spoke to email team, who were most helpful, and they will upgrade my basic email name@btinternet.com so that I can access it using BT App or another App. I understand I need a full email account to use BT App etc.

Thanks guys.

 

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Message 16 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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I wouldn't recommend using the BT mail app, it is dire. Blue Mail or Aqua mail are preferable.

Yes, you can only use mail apps with a standard (BT broadband customer) or Premium mail account.

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Message 17 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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My understanding is that I need the full email service to use an App (OK so not BT's App) on my Android phone - and thats fine by me.

 

Andy

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Message 18 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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I am a full (domestic) user of BT Services, including email and broadband. I also use Nord VPN. BT (and only BT) has always excluded me from logging on e-mail via BT Mail if my VPN is enabled, on my phone or PC. (I normally link to a UK based Nord VPN server). I use  Blue Mail on my Android mobile phone. As soon as I am logged in to the Mail server, and re-apply my VPN services, my link through to BT Mail continues, although I note that if I stay logged in for a matter of days I can then be cut-off again, if my VPN is maintained. I suspect that happens during an automatic re-validation.  I get the same issue on my mobile phone when using both Gmail and BT Mail (which I keep as back-ups) to access my BT mailbox.  As it is the logging on process which exposes my user name and password this is something I would particularly like to protect using a VPN, and it is this which BT Mail Sever is exposing by its non-acceptance of a VPN as an access point. Nord VPN has a very good reputation and if BT is blocking its servers it is doing so without basis.

On my PC, so far, I have found that Thunderbird is not locked out of the BT Mail server, even when my VPN is active - I suspect that Thunderbird accepts Nord VPN as legitimate, and the BT Mail server accepts Thunderbird. This doesn't seem to apply in the mobile sphere. 

As VPN usage increases (for a variety of reasons, not least for security) I don't think BT Mail's dislike of VPNs is really sustainable. It would be a good if a BT Mail expert could comment. I appreciate the help gained from non-BT official people's advice, but this seems a policy issue outwith their 'work-around' expertise.

The message I get from BT (on a PC) when I try to log in with VPN enabled is - Sorry we couldn't connect you. If you continue to experience issues, Please contact BT and quote Error Code: TS-0003. Details to Contact BT

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Message 19 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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 Update to the above - it seems that it is the UK Nord VPN servers that BT is blocking - I can access everything normally going through Nord VPN Servers based in another country - until, I'm sure, BT blocks those - which is why I'm not disclosing which country I can access BT services via Nord VPN. Oh, and the link to 'Contact'  (Statement from BT) I showed above doesn't actually work if you are still on the VPN! - So little use there. 

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Message 20 of 20

Re: Cant login to email when using a VPN as of 23rd Feb

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If you are logging in to mail using ports 465 and 993, your username and password will not be exposed, they will be encrypted.

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