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EvanR
Beginner
324 Views
Message 1 of 4

Problem with email clients- BT support clueless

Hi.  I've been having a bizarre problem since migrating to the new BT mail.  About 2 weeks after the migration, all of 3 of my email clients (thunderbird on a Mac decktop, outlook on a PC laptop, iPhone) started reporting the "server does not recognsise username/password" error.  I followed through the online BT mail help instructions to make sure all of the email account settings were correct, which didn't help.  I can access BT webmail directly with my username/password and via that changed my password, then updated it on my email clients.  Initial joy! It worked and my clients could access my email accounts again.  24 hours later- same problem with all of my clients- server does not recognise username/password.  The only way I can get them to work again is to repeat the process of changing my password via webmail, then updating the password on my email clients.  This allows access for about a day, after which I get the same username/password error.

 

Eventually after about a month of this I decided to phone BT support.  What a painful process.  The guy on the other end of the line did his best, but unfortunately his English wasn't great.  It took about 50 minutes of circular conversations for me to explain the problem.  Eventually his anwer was that because the webmail was working properly, the problem must be with the email clients, which he couldn't help with.  He advised me to take my laptop/iPhone/ to a local engineer to figure out what the problem must be. By this time I was really frustrated and asked to speak with the supervisor.  He agreed that a) because the problem was with all three clients, and b) because changing the password on webmail and updating them then allowed them to work, albeit temporarily, that it was highly unlikely that the problem was with the client setup.  However, he said that he wasn't able to help any further as my webmail is working properly!

Can anyone help.  Has anyone else had this problem?  Any ideas? How do I get BT to fix this and who do I complain to if they can't?

 

BT- outsourcing support abroad seems like a good idea.  It isn't worth the loss of goodwill.  Bring it back.

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vofsanity2
Recognised Expert
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Message 2 of 4

Re: Problem with email clients- BT support clueless

When using BT Yahoo this problem could be temporarily cured by just Logging In and Out of your account using webmail.

 

There was no need to change your password.

 

Could you please try this and if it still does this then a permanent cure is possible.

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EvanR
Beginner
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Message 3 of 4

Re: Problem with email clients- BT support clueless

Thanks for the advice, but I'm afraid this makes no difference at all to the problem. 

 

After posting, the problem sorted itself out for a few weeks, it's back again today.  Reading all of the other posts about the disaster which is the new bt mail system, I've decided just to leave it for a few days.  It's obviously something at BT's side (although the support try to deny it).  By the way, the support is totally useless.  Promises to call back not kept, technically clueless etc. 

 

If this keeps up I'm just going to go to gmail or some other email provider.

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vofsanity2
Recognised Expert
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Message 4 of 4

Re: Problem with email clients- BT support clueless


@EvanR wrote:

Thanks for the advice, but I'm afraid this makes no difference at all to the problem. 

 

After posting, the problem sorted itself out for a few weeks, it's back again today.  Reading all of the other posts about the disaster which is the new bt mail system, I've decided just to leave it for a few days.  It's obviously something at BT's side (although the support try to deny it).  By the way, the support is totally useless.  Promises to call back not kept, technically clueless etc. 

 

If this keeps up I'm just going to go to gmail or some other email provider.


To clarify the situation can you please do the following concentrating on your PC Laptop.

1. Wait until you get the failure on Outlook.

2. Switch off (ie power down) your Mac desktop and Iphone.

3. Try Outlook again.

4. If the problem still occurs then login to webmail and logout WITHOUT changing your password.

5. Try Outlook again.

6.  After 5. you can power up your Mac and Iphone

 

Please report back confirming you have done 2. and the results of step 3 and 5 including any failure messages reported exactly with any personal information xxxx out and not deleted.

 

Are you using POP or IMAP in your clients ?

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