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Spango
Beginner
376 Views
Message 2 of 10

Problems accessing email inbox

I'm getting an unexpected error when trying to open my inbox and can't access my emails.  I can see my deleted items and sent items.  I've tried changing password for my account but still the same.  Any suggestions?

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9 REPLIES 9
Spango
Beginner
375 Views
Message 1 of 10

Accessing inbox problems

I’m receiving an unexpected error when trying to access my inbox so I can’t get to my emails. I can see my deleted and sent items.

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gg30340
Distinguished Sage
Distinguished Sage
343 Views
Message 3 of 10

Re: Problems accessing email inbox

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

How are you accessing your email account. Is it with a browser or an email client/app and if so which one?

 

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Spango
Beginner
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Message 4 of 10

Re: Problems accessing email inbox

Hi, I am a BT broadband customer.  My partner is too but he doesn't seem to be affected by this issue.  My BT email account is linked to my IPhone which is how I mainly access emails but I also use a web browser.  I noticed the issue with emails seeming to disappear from my inbox on my phone.  When I went through the web browser I get this unexpected error and can't see emails in the inbox.  

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gg30340
Distinguished Sage
Distinguished Sage
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Message 5 of 10

Re: Problems accessing email inbox

Prior to doing this, clear the history and cookies from your browser.

Is your phone set up as an IMAP account or a POP3 account? If you are not sure you can check by going into the email app settings. IMAP is synchronised with your BT webmail (on a browser) so if you send an email on your phone it will show in the sent folder when you log onto your email account on a web browser and if you delete an email on one it will be deleted on the other.

To try and establish where the problem my lie can you turn your phone off and get your partner to send you an email. Once it has been sent open your email account using a web browser to check if the email has been received and if you can reply to it.

If that works, log off from your email account and switch on your phone and check to see if the email is now showing on your phone. If it is, recheck using the web browser to see if it is still there.

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Spango
Beginner
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Message 6 of 10

Re: Problems accessing email inbox

Thanks for suggestions.  

I followed the instructions, cleared the history and logged onto my email account via the web browser. I’m still getting the same message of “unexpected error”. Strangely if you search for the message in the search box I can see the email.  I then switched my phone back on and checked for the message but I have the same issue, it doesn’t appear in my inbox but if you search using the search box it comes up. I now seem to have emails appearing and the disappearing at random times??

Any more ideas greatly appreciated as now very frustrating!

Thanks

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gg30340
Distinguished Sage
Distinguished Sage
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Message 7 of 10

Re: Problems accessing email inbox

I could be wrong but it sound like the problem is with your email account rather than a conflict/problem with using the email account on your iPhone.

I doubt there is anything that any of the forum users will be able to do to help you so I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

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Spango
Beginner
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Message 8 of 10

Re: Problems accessing email inbox

Thanks for trying to help.  I've raised the issue with BT through chat now too and they have passed it on to the specialist team.

Thanks again

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gg30340
Distinguished Sage
Distinguished Sage
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Message 9 of 10

Re: Problems accessing email inbox


@Spango wrote:

Thanks for trying to help.  I've raised the issue with BT through chat now too and they have passed it on to the specialist team.

Thanks again


In view of that you may find that the moderators will not intervene if you are now getting assistance from another source.

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NeilO
Moderator
Moderator
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Message 10 of 10

Re: Problems accessing email inbox

Good Morning @Spango welcome to the community and thanks for posting,  I'm really sorry about the problems you're experiencing with your BT email. As the case has been passed to a specialist email team, I'll hold off from offering help as the correct process is being followed to get this sorted for you.

If you can keep the thread updated we'd greatly appreciate it.

Thanks

Neil

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