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MikeyJohn
Beginner
5,596 Views
Message 1 of 15

Problem with sending emails

I have had a problem sending emails that has occurred since this morning, early hours of 2020 in fact, in both my iPhone and iPad. I get an error message that says "cannot send mail - the sender address was invalid". I can see others have previously had this problem, I have gone through the steps they have suggested, including looking at the SMTP settings, I've tried re-entering my email address and password, all to no avail. Has anyone else had this problem, or even better,know what I need to do to fix it? Thanks.

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14 REPLIES 14
gg30340
Distinguished Sage
Distinguished Sage
5,578 Views
Message 2 of 15

Re: Problem with sending emails

It is a BT server problem which has been going on for some time and the best advice when it happens is to do nothing, especially do not change passwords or delete the account from your phone as that can cause more problems than it solves.

The first thing to do when it happens is check to see if you can log on to your email account via a web browser. If you can there is obviously nothing wrong with your password or account hence the advice to do nothing.

If the problem did not resolve its self after a day or two or in your instance where you have deleted the email account from your device you should stop your iPhone and any other devices from checking for email.

Once you have done that, change your email password and check that you can access your email via webmail (on a browser).

If that works you should wait at least 30 minutes to an hour and then add the new password to your iPhone and again check it works. If it does then move onto the next device.

If the above does not resolve the problem, when you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change the outgoing mail password you have to go into Settings; then scroll down to Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the outgoing mail server only shows SMTP and mail.btinternet.com You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

When setting up the email account on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

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MikeyJohn
Beginner
5,569 Views
Message 3 of 15

Re: Problem with sending emails

Thanks for the response. Since posting I’ve been outside the building and to another place and WiFi system. One of the test emails I had tried to send which was on my phone then got delivered - I’m on WiFi as I’m abroad - so it looks like the problem may lie with the WiFi network at the hotel I’m in. Interesting that it only started after midnight on 31 December 2019!
i will do as you suggest and wait and see if the problem goes away. But thanks again for the advice.

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gg30340
Distinguished Sage
Distinguished Sage
5,564 Views
Message 4 of 15

Re: Problem with sending emails

Had you said you were not in the UK the advice would have included that it is probably the ISP that you are using that is the problem and not your email apps on your devices.

If it is working using a different ISP then I would leave things as they are and make no changes.

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Shahid786
Beginner
5,007 Views
Message 5 of 15

Re: Problem with sending emails

I have had the same problem suddenly occurred and it has now lasted several days. I can log into the web account ok. But in outlook and on my iphone i can receive emails but not send them. I have tried changing the password but same thing is continuing. In the past it has happened but usually within a day or two it resolves but this time it is not resolving. 

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Hope1
Beginner
4,378 Views
Message 6 of 15

Re: Problem with sending emails

I’ve had this problem start today after what can only be described as a disastrous ‘improvement in customer service’ implementation which has cut off all emails without warning, saying incoming and outgoing server settings need to be changed. I have duly changed them, after having spoken to 4 BT customer service people and a live chat host who were worse than useless. One girl even said she “wasn’t trained in emails” although she was at the end of an email helpline number given on the BT guidance. Absolutely the WORST customer service. Far from an ‘improvement’ in service, I have wasted half a day now, steadily getting more annoyed. The guy who actually tried to help me acknowledged it had been a complete mess and that they’ve had thousands of confused customers who can no longer use their email account. He also added that the instructions on how to change settings were tragically rubbish. One VERY unhappy customer here. 

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Wombler
Beginner
3,805 Views
Message 7 of 15

Re: Problem with sending emails

I have also had this problem, the first time a few weeks ago when I followed some instructions to change then name of the account in the settings to the actual email address. Eventually it sorted itself out. The timing was exactly when BT made changes to its system.  However it is now back again. Reading the comments it feels like this is an inherent problem which may require ditching the Bt email. Very frustrating as have had this email address for so many years without problems. I will give it one more try.

BT DO YOU READ YOUR FORUM PLEASE SORT THIS OUT PROPERLY!

 

 

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Hope1
Beginner
3,789 Views
Message 8 of 15

Re: Problem with sending emails

You’re bang on. Emails aren’t stored on your phone or iCloud. They’re attached to the server. So when BT “kindly” changed the server (to provide better service we’re lead to understand), it lost everyone’s contacts by the hundreds of thousands and prevented the receipt and sending of emails. It also reset everything I have details registered for like Google Authenticator. This is happening in batches of 150,000 customers at a time. How it’s not made the national press I’ve no idea. It took me several attempts to contact someone in BT to help. One woman even said (on the specialist email helpline number provided) “I’m not trained on emails”......All in all - bedlam. I’m seriously considering another supplier. Thankyou for your reply 🙂

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annegray01
Aspiring Expert
1,602 Views
Message 9 of 15

Re: Problem with sending emails

I’ve had exactly the same problem for the past few days. It happened whenI moved house, but they say this is not related??

i have spent 2 hours on phone to BT and they can’t resolve the problem. They blamed Apple and told me to call them. Apple say it is a BT problem.

i spent another hour on BT chat, he couldn’t fix it either and told me to phone someone else.

Any advice on how I can solve this problem?

Thankyou

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gg30340
Distinguished Sage
Distinguished Sage
1,592 Views
Message 10 of 15

Re: Problem with sending emails

Did you read and then try as suggested in message 2.

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