I have this issue but my log from before is still open so I have replied to that. Some questions.
1) Is it possible for a mod to put a forward onto both my primary account and my wife's secondary account?
2) Can BT confirm whether e-mails being sent to our accounts are being stored on the server or are they lost?
3) If they are lost are the senders getting bounce backs?
Having exactly the same issues as les56 since August 8th.
Am just about to throw computer out of the window!
No help from India from either level 2 or providers! Hopeless
Is there any sense out there from bt moderators in uk?
My elderly grandmother has been having problems logging into her btinternet.com mailbox (via mail.yahoo.com and from a traditional IMAP/SMTP Email client) since Friday. She told me she was going around in circles, repeatedly resetting her password, but getting stuck in a login loop.
I chatted with Level1 support on the bt.custhelp.com which resulted in escalation to Level2. Callback from Level2 was PAINFUL... yet another recommendation to reset the password as "the majority of problems we see are fixed by a password reset". So much for Level2 being experts and adding value above the Level1 team! I found it very difficult to convince her this wasn't another run-of-the-mill password reset ticket, and it was another issue.
After 10 minutes of silence, she finally confimed it was a migration issue related to their supplier, Yahoo, and a support ticket would need to be raised to them. I was told the issue had been ongoing for the previous week, she could give me no indication when it might be resolved, or offer any workaround to access the mailbox in the meantime. I asked if there was any BT or Yahoo online status page describing the issue, so I could track progress - no there isn't.
What a mess - as soon as I mentioned "login loop" to the Level1 support team - this should have been pounced on. Instead of being led down the endless trail of being passed around multiple people who all immediately jump to the conclusion it's the user's fault by not remembering their password.
Can the UK mod's on this forum help my grandmother, and speed along resolution? Is it possible, in the meantime to forward incoming emails to an alternative address?
James (on behalf of Grandma Doris!)
Hi @jjrbg and welcome.
I'll be happy to lend a hand and see if we can get this sorted out for your Grandma. Can you drop me over an email with the details? You'll get the contact the moderators link in my profile.
PaddyB - details sent via form and reference is *****-***** Thanks for taking this up.
Hi @Rosanna and thanks for posting.
I can apprecuate how frustrating this is for you but there are a number of reasons why the password loop occurs which is why we need to look at each case individually. I've checked our email queue and we have received your details and will get to you in turn.