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Message 11 of 28

Re: My email address has been deleted!

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Thanks @Okete,

My suppliers confirmed that your account settings are fine and that they can see it's being used. They've asked that the password is updated. Can you change it please and try logging in again?

I've edited your last comment to remove your email address Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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Okete
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Message 12 of 28

Re: My email address has been deleted!

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Hi DanielS,

I have succesfully changed my password as advised. Once again, I can log-in to 'MyBT' using the new password but the system will not allow me to log into 'BT mail' using exactly the same information.

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Moderator
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Message 13 of 28

Re: My email address has been deleted!

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Thank you @Okete,

When you try and access it through our site does it tell you you've used the wrong details or is it saying anything like "Missing mailbox"?

I'll go back to my suppliers to see if they've seen any errors trying to access it.

Also, does Windows Live Mail still work now that you've changed the password?

Thanks

DanielS

Community ModeratorDannyS
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Okete
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Message 14 of 28

Re: My email address has been deleted!

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Hi DanielS,

When I try to access your site I get the following message :

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Moderator
Moderator
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Message 15 of 28

Re: My email address has been deleted!

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Hi @Okete,

It appears that your change of password has updated with BT but it hasn't been received by our BT Mail providers. I have an investigation raised to get this fixed. However; it can take a couple of working days to get to the bottom of it. I will be in the office on New Year's Day and I will check in with you to see if you have been able to get logged in.

Thanks

DanielS

Community ModeratorDannyS
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Moderator
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Message 16 of 28

Re: My email address has been deleted!

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Hi @Okete,

Our programmers are investigating and have asked for you to reset the password again so they can watch the journey. Can you do that for me please?

Thanks

DanielS

Community ModeratorDannyS
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Message 17 of 28

Re: My email address has been deleted!

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@DanielSwrote:

Hi @Okete,

Our programmers are investigating and have asked for you to reset the password again so they can watch the journey. Can you do that for me please?

Thanks

DanielS


Doesn't this issue affect a lot of people? In other words it changes the BTID but not the email password due to sync issues. This has been reported so many times, and I have asked for a trace to be performed (as well as other times when webmail works but not clients).

To me the problem is having the btid characters as login the same as the email address.

Okete
Beginner
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Message 18 of 28

Re: My email address has been deleted!

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Hi DanielS,

18. 15 pm apx. I have just reset my password as requested.

Thanks.

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Okete
Beginner
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Message 19 of 28

Re: My email address has been deleted!

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Hi DanielS,

22.15 pm. I am delighted to say that I can now log into my BT mail account.

I am away all day tomorrow but trust I will now be able to acess my e-mails via my smart phone etc.

I will try to get things set up on Sunday and would like to be able to contact you should I have any further problems.

Your help is much appreciated.

Thanks.

Moderator
Moderator
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Message 20 of 28

Re: My email address has been deleted!

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Hi @Okete Thanks for the update and good news to hear you can now access your email account.  @DanielS will be back in the office after the New Year on Wednesday to help if you have any further issues.

Cheers
John

Community ModeratorJohnC
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