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Community Manager
Community Manager
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Message 1 of 2

Email migrations - Update from BT

Hi Everyone,

We would like to thank you all for your feedback in relation to the new BT email platform.  Your feedback and comments are not being ignored.  I am sorry it has taken some time to address the concerns that you have raised.  I have read through all the comments on this growing discussion New BT email upgrade and our Email team have reviewed all the points that have been mentioned on the thread.  Our email team are extremely keen on making sure we let you know what is going on and working with you to drive improvements.

What we have noticed is that some of the concerns that have been raised are down to the new email platform working slightly different to what you have been used to on BT Yahoo.  I would highly recommend reviewing the content on this help page, We've updated your email as it will help you understand the changes.

Having written that, there are some issues that you have highlighted which is related to a bug, or functionality that is on the roadmap for future updates to the platform.  Below is a list of concerns that you have raised and an update from us to address these;

 

Functionality still exists

 

  • Attachments – Reports suggest that once an attachment is downloaded from an email, you can no longer view the attachment via the original email.  You are still able to view the attachment via preview.  There are plans to bring further improvement to this function in the near future
  • Search – You have told us that if you search and this returns multiple results.  Once you select one of the results you cannot easily back out to the search results, instead, you must rerun the search.  You are able to navigate between search results by using the preview arrows.  In our next update, we have added an exit button which will return you back to the search results
  • Hovering your mouse over an email does not present an option to mark the email as read. This function still exists, if you hover your email over the email you wish to mark as read, you will notice 4 icons will be presented.  The icon of an ‘eye’ is what you need to select to mark an email as read, you can also Reply, Flag for follow up and Delete.  You can see an example from this help link, We've updated your email under the ‘Manage email with shortcut’ section
  • Multi-folder search – We have read comments which suggest that when searching your email by word association, you need to know the folder to search in.  On BT Yahoo the search results would present all emails containing the search term and the folder these emails are located in.  This still works, when you search, click on the drop-down box and select ‘All inboxes.  The search results will then list all emails that have matched your search terms and the folder in which they are stored
  • Sending an email to groups – Some of you have reported that you are unable to send an email to existing groups you have set up when using email on a mobile device.  This has been tested and works as expected.  We believe that there may have been an issue which would be account specific so if you find you are unable to send an email to groups via a mobile, please create a new thread on the Community and we will help you work through this   
  • Mail not opening in list view via single click – This has been addressed and you can now open an email with one click

 

 

Roadmap or improvement coming in the next update

 

  • Hovering your mouse over an email address to check if the address is genuine and has not been spoofed – This item is on our roadmap for a future release, so we are planning on returning this functionality
  • Hovering your mouse over a link contained in an email does not present a popup to show the full URL – This is something that is on the roadmap, so we plan to introduce this functionality in a later update so watch this space.  In the meantime, if you hover your mouse over the link contained in an email, the full URL ill be presented at the bottom left-hand side of your browser screen
  • Rules/Filters – We will be increasing the number of filters a mailbox can have so that it is significantly higher than any users currently have, this will solve this problem. 
  • Autocomplete contacts – You have told us that when composing an email and entering an email address, the address was auto-completed  this will work on the new platform but the metadata driving it on BT Yahoo is not available to seed the new platform, we are looking at ways that we might seed this ourselves when we move mailboxes, for those already moved the system it will learn as you send emails
  • Email sub-account remains on BT Yahoo when a primary email address has been moved to the new platform.  You have told us that some of your email accounts have been migrated while others have not, which means that you may find that you cannot use the new BT mail app for all your email addresses – We are looking into ways to improve this process by grouping email accounts together so that when you are migrated, all your emails will be migrated to the new platform
  • Folder naming convention – You have told us that the new email platform does not allow the use of certain special character and this is causing some problems.  We are investigating improvement to naming conventions which we hope to include in future updates 

 

 

Investigating

 

  • Sync between mobile and webmail – We have read some reports that when you open an email via webmail, the email still appears as unread if you then access your email account via a mobile client.  We are investigating this issue
  • Sent items not appearing in the sent folder – We are investigating this issue and will reach out to those of you who have reported this issue for more info.
  • Incorrect marking of spam – We are investigating reports that some of you find that emails are being incorrectly marked as spam on the new platform
  • Folder counts not increasing – Reports suggests that when an email is added to a folder, the number counter does not reflect the change.  We are investigating this issue and will update you when we know more

 

 

Bugs

 

  • Deleting a message in ‘None’ view – Reports suggest that you must navigate in and out of your inbox once you delete an email.  We are very sorry about your experience, after looking into this issue it appears to be a bug.  We are working to better understand this issue and will update you all as soon as we have more info to share
  • Authentication token expiry – You have told us that you have received a message on your mobile phone from BT to say that your authentication token has expired and is asking you to input your credentials again.  This behaviour occurs on the BT Email app and we are investigating a potential bug.  We will update you when we know more
  • Sent email formatting – Reports suggest that any formatting that you include on an email is not presented in the sent folder.  We believe this is a bug and are working to understand and resolve this issue

 

 

Other

 

  • We have read some reports that the new email platform is performing slow, slow to move between folders, slow to delete or slow to navigate around webmail.  We did experience some issue from our end which may explain the slow performance some of your experience.  Performance is something that we will continually work on to drive improvement.   At this time, we are not aware of an issue on the platform that would cause slow performance and the vast majority of customers are not reporting slow performance.  We would still very much like to help anyone experiencing this issue but to do so I would strongly recommend creating your own thread
  • Loss of contacts – You have told us that after you have been migrated to the new platform, you have noticed that some of your contacts have been lost.  There is no, known problem, which would cause this issue, but we would very much like to help anyone who finds themselves in this situation.  If you have lost contacts since the migration, please create your own thread here on Community and we will reach out to help further

 

 

I hope that this information helps you adjust to the new BT mail platform.  We are dedicated to improving the BT email experience for everyone, so your feedback is vitally important.  Please continue to offer your feedback and we will continue to review this with our email team and will update you accordingly.

If you are having a specific issue that has not been mentioned above, please create your own thread so that we can help you further.  Please continue to offer your feedback on the main thread, here,  New BT email upgrade  as we are listening 😀

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Highlighted
Community Manager
Community Manager
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Message 2 of 2

Re: Email migrations - Update from BT

Hi Everyone,

I want to provide an update on my previous post.  Our email team have updated me on a few of the issues everyone on Community has told us about, so I want to share these with you.  Also, we have been working on a couple of other areas of email that you have told us about since my last update so I will update you on these as well

 

You have told us

 

  • Spam
    • That emails that you previously received to your inbox on BT Yahoo are now landing in the spam folder
    • Email contacts that you have added to your safe sender list are being delivered to the spam folder
    • The number of contacts that you can add to your safe sender list is too small
    • Email notification from Community are going into your spam folder – This issue should now be fixed
    • Emails from Amazon.co.uk are going to your spam folder – We are looking into this issue and appreciate the help that some you folks are providing

Spam controls are something that we constantly monitor and are working to improve.  The new email platform will learn so please continue to categorise email as spam when it arrives, you can do so by selecting the email and then from the ‘More’ option choose ‘Mark as spam’  and if you find email being marked as spam which is not, please use the ‘Mark as not spam’.  You can find this option by navigating to the spam folder, selecting the email and clicking on the ‘more’ option.

 

  • Word documents - Copy and paste from Word documents do not retain some of the formatting once copied into an email.  We are investigating this issue and will provide an update once we know more
  • New emails are not highlighted when they arrive unless you refresh your page – We are looking into this and will provide updates once we know more

 

 

Update on issues we have addressed

 

  • Rules/Filters – We will be increasing the number of filters a mailbox can have so that it is significantly higher than any users currently have, this will solve this problem. 
    • The number of rules that can be applied to a mailbox has now been increased.  We have increased this significantly so you should not reach the new limit

 

  • Folder naming convention – You have told us that the new email platform does not allow the use of certain special character and this is causing some problems. 
    • Our recommendation on using special characters in the naming of folders is to avoid special characters in folder names if possible or stick to characters within US-ASCII character set to reduce the risk of problems. # is useable but not currently at the start of a folder name.

 

  • Authentication token expiry – You have told us that you have received a message on your mobile phone from BT to say that your authentication token has expired and is asking you to input your credentials again.  This behaviour occurs on the BT Email app and we are investigating a potential bug. 
    • We have put in place a fix which has reduced the occurrence of the issue significantly on IOS, but less so on Android devices, which remains a priority investigation.

 

I will update this thread again as soon as I have more information to share.

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