Email service keeps reporting intermittent problems

[felly55]

Hi

I have been getting messages for the past 2 weeks that there are intermittent problems with the BTinternet email service. 

Maybe I haven't understood the impact of closing BTCloud and haven't done what I should, or is it the case that there are lots of problems at the moment. It is really frustrating and I use BTInternet for my work related emails....

Thanks for any information / advice available.

[gg30340]

BTCloud and BTMail are two un-connected systems so the closure of BTCloud will have no effect on BTMail.

You will need to give more information regarding your BTMail problems that you have posted before you can be given any assistance/help.

Give is much information about the problems such as what are the messages you are getting when there is a problem?

How many devices do you use to access your email?

 How you are accessing your email account,  is it with an email app and if so which one?

If you are using a web browser to access your email, which one?

What if anything have you tried to fix the problem?

Anything else that you may think to be relevant regarding the problem.

[felly55]

Thanks for the guidance on what to include.

I use Safari as my platform and also access my bt emails via BTMail, which doesn't sync properly and I cannot access subfolders.

The message I get from BT when I use the website to access email is something like "We are currently experiencing problems please try later". Via Safari messages get stuck in the Outbox and I get the option of selecting different servers for other email addresses that I have and am sometimes successful with iCloud.com. 

I hope this helps

[felly55]

And I also access my emails via my iPhone and iPad.

I have tried resyncing the BTinternet account with my Mail account.

I have tried getting the local broadband service tested and had that updated.

I have tried to make sure all my system updates have been done.

I have spoken to the BT fault service who can only offer that I transition to the BT Business Service which gives email customers more support.

Thanks 

[gg30340 · Accepted solution]

Assuming you are not a business user there is no need to move to a BT Business email account. That is just a cop out by the BT Customer Service Rep to give you that advice.

As regards using the BTMail app. I think it is a poor app and would suggest that you would be better to use another email app, even the Mail app that came with your devices.

If you do want to keep using the BTMail app it would appear that you may have it set up as a POP3 account which does not synchronise your folders with the BT servers. In order to have the BTMail app synchronise with the BT servers so as to include your folders, you would need to set up the BTMail app as an IMAP account.

You can not do this "on the fly" you would need to delete your BTMail email account from the app and then set it up again only this time as an IMAP account.

I assume that the following will show your emails because you can see them on other devices but before deleting your email account from the app you should check that all your emails are still on the BT servers by logging onto your email account via webmail. If the emails  are not there you will need to back them up from the app before deleting the account. If they are there you are good to delete the email account and set it up again.

Set up the BTMail app using the following settings.

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

To see if there is a problem with Safari you could try using a different web browser such as Firefox or Opera.

[felly55]

Super helpful, thank you