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davidh1973
Beginner
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Message 1 of 3

IMAP account "Access denied" error, BT unable/unwilling to resolve

My email account was recently (around a fortnight ago) migrated from the Yahoo servers to BT's servers at  mail.btinternet.com, but something has gone wrong in the process, with the result that since that date:

  • I can access the BT WebMail service fine,

BUT

  • I am unable to access email through the IMAP server, meaning no email clients on my PC, iPhone, or iPad can access my email.

I can be certain that the issue is with the account on the IMAP server (and not for example, a password issue) because:

  1. I can successfully log into my account using BT WebMail.
  2. I am also able to successfully log into the IMAP server directly using a terminal emulator, using my wife's email address and password.
  3. If I use an incorrect password with my wife's account, the error message returned by the server is different to the error message I receive using my account.

Logging into my wife's account with an incorrect password, I get Invalid user name or password

Logging into my account with a correct password, I get Access denied.

I've raised this with BT over the phone, but the call centre staff have essentially said the the fact I can access WebMail demonstrates that my account is working ok, and that BT don't support third party email clients.

Any suggestions of alternative approaches e.g. how to escalate this within BT are welcome!

(In the below I have anonymised our  email addresses and passwords for obvious security reasons.)

david:~ $ telnet mail.btinternet.com 143
Trying 213.120.69.1...
Connected to mail.lb.btinternet.com.
Escape character is '^]'.
* OK IMAP4 server ready.
01 LOGIN <wife>@btopenworld.com <correctpassword>
01 OK LOGIN completed
02 LOGOUT
* BYE IMAP4 server terminating connection
02 OK LOGOUT completed
Connection closed by foreign host.

david:~ $ telnet mail.btinternet.com 143
Trying 213.120.69.1...
Connected to mail.lb.btinternet.com.
Escape character is '^]'.
* OK IMAP4 server ready.
01 LOGIN <wife>@btopenworld.com <incorrectpassword> 
01 NO Invalid user name or password
Connection closed by foreign host.

david:~ $ telnet mail.btinternet.com 143
Trying 213.120.69.1...
Connected to mail.lb.btinternet.com.
Escape character is '^]'.
* OK IMAP4 server ready.
01 LOGIN <david>@btinternet.com <correctpassword>
01 NO Access denied.
Connection closed by foreign host.

 

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gg30340
Distinguished Sage
Distinguished Sage
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Message 2 of 3

Re: IMAP account "Access denied" error, BT unable/unwilling to resolve

Are you a BT Broadband customer or paying for your email through a BT Premium email account?

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davidh1973
Beginner
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Message 3 of 3

Re: IMAP account "Access denied" error, BT unable/unwilling to resolve

I am a BT Premium Email customer.

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