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Johno55
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Message 1 of 9

Email address password wont work with my outlook or iphone, can access on the BT website oly

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Hi,

my primary email stops sending and receiving from my PC outlook, iPad and iPhone, I can only access it through the website which isn't practical, I only changed my password on 3rd March and now its stopped receiving/sending emails again since yesterday, these issues and there have been several, have only happened since the Yahoo server issues last year, I've been promised a migration to a proper BT server for 4 years now, but despite numerous calls to BT nothing changes.. I shouldn't have to keep changing my password, I've had this email  address for over 20 years

thanks in anticipation

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8 REPLIES 8
gg30340
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Message 2 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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See link about the move from BTYahoo to the new BTMail system. This is happening on an email by email address basis and not on an account holder basis ie not all your email addresses will be moved at the same time and you can not request that your email accounts are moved. It will happen when it happens.

https://community.bt.com/t5/Email/We-re-updating-BT-Email/td-p/2005956

See link about checking you are using the correct settings.

https://www.bt.com/help/email/updating-your-bt-email-settings

When your email stops working on your devices it is usually a  BT server problem which as you are apparently aware has been going on for some time. 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. If you can there is obviously nothing wrong with your password or account hence the advice to do nothing.

If the problem did not resolve its self after a day or two or if you have deleted the email account from your device or changed the password you should stop all your devices from checking for email. The easiest way of doing that is to turn them off if you still have the account on your device. If you have deleted the account and it is no longer on your device do not try and add it at this time.

If you can not turn the device off because it is the one you are going to use to do the following you should change the email address on the device by adding a character so that your email address will not be getting checked for emails.

Once you have done that, change your email password 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 servers to sync the password and then add the new password to one of your devices and check it works. If it does then move onto the next device if you have one. Don't forget to amend/correct the email address if you added any characters as suggested above.

If the above does not resolve the problem, when you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change 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.

When setting up the email account 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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Johno55
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Message 3 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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Hi,
thanks for getting back quickly.
I'll try what you have suggested and switch off that account on my iPad and iPhone so it doesn't keep looking and see what happens, I have changed the password twice about an hour and a half apart so will leave that alone, will let you know what happens,
many thanks
best wishes
John
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Johno55
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Message 4 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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Hi 

I did as you suggested and left it all off for a little under 24 hours, now my apple devices and my PC Outlook are sending/receiving emails.

thank you very much for solving the issue.

can I be confident that it's sorted now and I won't have to mess about with passwords again in a month or so?

best wishes

John

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gg30340
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Message 5 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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@Johno55 wrote:

can I be confident that it's sorted now and I won't have to mess about with passwords again in a month or so?

best wishes

John


No. It could happen again at any time.

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Johno55
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Message 6 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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Oh will this be an ongoing thing or will it settle down as it’s a real pain
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licquorice
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Message 7 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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Who knows, its been going on for years, hopefully once you have been migrated to the new BTMail it should be ok. How long that will be is anybody's guess though.

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Johno55
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Message 8 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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Hi, thanks for your reply, I know, more prevalent recently, fingers crossed it won't be too much longer

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Johno55
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Message 9 of 9

Re: Email address password wont work with my outlook or iphone, can access on the BT website oly

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Morning,

It's done it again! my primary email address wont receive mail, only a couple of days since it last messed up!

I cant go on like this as I have important emails to receive, is it something to do with the migration? Too many people have that email address for me to cancel it and I might lose contact... very disappointed that this has happened three times in two months, BT really need to sort this out... 

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