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Beginner
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Message 1 of 12

Emails Have Disappeared

I've noticed in the last few days, that all my BT internet emails (I only have 1 email address) received prior to 16th March 2019, have disappeared from my inbox? I haven't deleted them but checked 'trash' just to see, and there's no sign of them in there either?  I normally use my phone but did check the web portal and it's just the same.  I don't understand it; this has never happened before. I have some important information in them, eg booking references for trips away, so this is a bit of a disaster? Hope someone can help/advise.

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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Emails Have Disappeared

Welcome to this user forum. @janegunn 

I assume you are a BT Broadband customer?

 If you are on BT Yahoo Mail please check out BT Yahoo Mail - I’ve lost or deleted some of my emails. Can I recover them?

Have you recently responded to an email about your BT Email account?

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Beginner
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Message 3 of 12

Re: Emails Have Disappeared

Thanks Keith.  I am a BT Broadband user and haven't replied to/received an email about my account recently.  I've read the link you've sent and checked all my folders again, but no joy. I clicked to request that the emails be restored, but it just asks me to set up a Yahoo! email address, and won't accept my BT email address details. I don't want to have to set up a Yahoo! email address just to restore my emails - will I have to do this?

Thanks

Jane

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Emails Have Disappeared

Not sure what to guggest, as it sounds line you are on BT Mail, and not BT Yahoo mail, so the option may not be there.

Its possible one of your devices has been configured as POP3, and has downloaded all your emails to the device, which would have deleted them from the server.

If your phone account is configured as POP3, then that is most likely where you emails have ended up.

Its never a good idea to store all email in the inbox, its best to keep them in folders. Is it possible you have accidentally moved them into a folder?

 

 

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Distinguished Sage
Distinguished Sage
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Message 5 of 12

Re: Emails Have Disappeared

It is unlikely that it is your devices that is set up as a POP3 account that has caused this otherwise this would have been happening from the date that the device was set up and not just happened to have started on 16th March.

If you had set up your device on 16th March as a POP3 account it would still be deleting the more recent emails which apparently it is not.

It sounds like it is a BT issue and in view of that I have notified the moderators of the forum about your problem. Once they have read this they may be able to help although it could be that the emails are gone for good.

They are very busy at present so it can take up to 24 hours for them to contact you. They will do this by posting on this thread.

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Moderator
Moderator
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Message 6 of 12

Re: Emails Have Disappeared

@janegunn that means you've a BT Mail address and there's no recovery option for these types of email addresses on webmail.  If you send over your details we'll be happy to get a case raised with our email experts to see if anything can be done.

I've sent you a Private Message with details on how you can get in contact with the mod team.



 

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Distinguished Guru
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Message 7 of 12

Re: Emails Have Disappeared


@janegunnwrote:

Thanks Keith.  I am a BT Broadband user and haven't replied to/received an email about my account recently.  I've read the link you've sent and checked all my folders again, but no joy. I clicked to request that the emails be restored, but it just asks me to set up a Yahoo! email address, and won't accept my BT email address details. I don't want to have to set up a Yahoo! email address just to restore my emails - will I have to do this?

Thanks

Jane


Just for info, BT has two mail systems - BTMail and BTYahoo. The Yahoo mail is completely different and will not be relevant to the issue.

There have been cases where people have somehow seemed to have lost emails between, or from a certain time. Then all of a sudden they appear from nowhere. I hope this is simply a system fault displaying your emails before that date.

 

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Beginner
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Message 8 of 12

Re: Emails Have Disappeared

Many thanks for your help.
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Beginner
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Message 9 of 12

Re: Emails Have Disappeared

Many thanks Keith. I’ve now sent a pm to the moderator. Will take your advice re: storing emails in folders from now on too!
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Beginner
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Message 10 of 12

Re: Emails Have Disappeared

Many thanks to all who have commented & given advice.
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