Same problem happened to me yesterday when trying to set up my wife's email on her Android phone [using Outlook].
Just keeps coming back saying username or password is wrong [which it isn't] but she can still login to her account on webmail on our desktop computer.
Tried accessing her account using chrome on the phone but wouldn't accept username/password on that either [same username and password that is accepted using chrome on the desktop !]
Any ideas or do I just have to keep trying till BT get round to fixing it?
Solved! Go to Solution.
If she can log on via a web browser on your PC but she can not log on via a web browser, Chrome, on her phone it would appear that the problem is not with the IMAP servers.
When you tried Chrome on the phone were you using a wireless connection or the 3g/4g phone connection?
When you log on via your computer are you entering the user name and password or is it stored on the computer?
Are you using the BT log on page.
Was using a wireless connection on phone
Logging on via computer, username and password is stored in vault on computer.
When setting up the phone, are you 100% sure that you are using the same log on and password that is stored on your computer. Are you able to view the stored details to confirm it is the same as you are entering on the phone?
Have you tried turning off wireless on the phone and seeing if you can log on via Chrome on 3g/4g?
Just happened again this morning on wife's phone.
She wasn't receiving email updates [since yesterday morning]
I deleted her account from Outlook and tried to add it again but just times out then back to "Connect IMAP" screen.
I tried logging in to her account via Chrome an it worked 1st time so must be IMAP server issue.
It could be that it is a BT server problem. This has been going on for years 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 does 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 device and any other devices from checking for email. The easiest way of doing that is to turn them off.
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 an hour and then add the new password to your device and again check it works. If it does then move onto the next device if you have one.
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.