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ey7777
Aspiring Contributor
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Message 11 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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@YvonneR Have you asked for help from the mods here, as I suggested? As I have said, it was the ONLY way I was able to get the problem solved. NONE of the other solutions worked, and the specialist email team I finally was put in touch with told me that they had to make a change in my account to fix it - that it was a problem on their side that could not be fixed by the customer or in any other way. They told me it affects less than 10% of their customers. If you are one of those - please pursue that path to get it solved.
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YvonneR
Beginner
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Message 12 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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I have my email dated May 2014 telling me that I was being moved from BT Yahoo to BT mail.  Before 8 June this year, when I went into my emails all I had at the top left hand of the screen was BT and the round coloured ball as at the top of this forum page.  After 8 June this year, I now have BT Yahoo and the round ball logo.  So how can you explain that.  Mr Licquorice did you get an email stating you were being moved to BT mail and if so what logo do you have at the left hand side of your screen when you log in to your emails?

I want to make a subject access request to BT for copies of my phone calls.  BT gave me an address of Eldon House in Sheffield and told me that is where their Data Protection Department is but when I google BT data protection it comes up as an address in Newgate Street in London.  Does anyone know where to send your subject access request.

Thanks.

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YvonneR
Beginner
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Message 13 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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ey7777 how do I get help from the mods?

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Distinguished Sage
Distinguished Sage
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Message 14 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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I'm still on the BTYahoo mail system and have never been moved so didn't get an email.

I have asked if the mods could intervene. They will post an invite on the thread to contact them.

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Moderator
Moderator
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Message 15 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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Hi @YvonneR,

Thank you for posting. I can understand your frustration and I'm sorry you haven't been able to access your BT email following a password change. If you send me in your details, I'll be able to get my colleagues in the BT Mail team to investigate.

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

Community ModeratorPaddyB
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YvonneR
Beginner
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Message 16 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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Hi Paddy

 

I have just noticed something else on looking back my emails.  On 8 June this year when I changed my password I got two emails from BT saying I had changed my password, one email had my current BT Account Number and the second one had an account number which I had years ago and which is now a closed account.  On one of my phone calls to BT one of the advisers did say that the lady who changed my password had linked my email address to the closed account.

Could this be the problem.

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Distinguished Sage
Distinguished Sage
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Message 17 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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If you haven't already done so, I suggest you respond to Paddy via the link he sent with full details.

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Community Manager
Community Manager
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Message 18 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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@YvonneR wrote:

I have my email dated May 2014 telling me that I was being moved from BT Yahoo to BT mail.  Before 8 June this year, when I went into my emails all I had at the top left hand of the screen was BT and the round coloured ball as at the top of this forum page.  After 8 June this year, I now have BT Yahoo and the round ball logo.  So how can you explain that.  Mr Licquorice did you get an email stating you were being moved to BT mail and if so what logo do you have at the left hand side of your screen when you log in to your emails?

I want to make a subject access request to BT for copies of my phone calls.  BT gave me an address of Eldon House in Sheffield and told me that is where their Data Protection Department is but when I google BT data protection it comes up as an address in Newgate Street in London.  Does anyone know where to send your subject access request.

Thanks.


Hi @YvonneR ,

Thanks for the post and welcome to the Community.  I am sorry to hear of the problems you are having with your email.  I am confident that our team will be able to sort this out for you.

I noticed you had requested info on how to submit a data subject access request(DSAR) so I wanted to address that point particularly.  If all that you require is a view of the chargeable calls you have made from your BT landline then your MyBT account should give you that info, if its calls that you have made to BT then the DSAR request is the right thing to do.

There are a few ways for you to do this,

  • Webform
  • Letter
  • Email or eChat
  • Over the phone

The easiest method would probably be via a web form so if you click on the link below, scroll down the page, you will see a heading for 'Want a copy of the information we hold on you?', you will find an online form you can complete.

The link you need is, BT's privacy policy

Cheers

Sean

Community ManagerSeanD
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YvonneR
Beginner
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Message 19 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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PaddyB (Moderator)

I appreciated your phone call earlier this week but I have now heard nothing further from either you or BT (I had a call booked for the following day after you phoned but no-one from BT phoned).

I will now have to make another call to BT to find out what is happening with my two open complaints. 

After 40 years as a loyal customer (despite two muck ups by BT during house moves causing me untold misery in the past six years) I now just want my contract to end so that I can move to Sky which I wish I had done earlier this year when my contract was due for renewal.

My heart completely sinks when I have any dealings with BT.

Going to the ombudsman will do no good but I intend to send my telephone recordings to Ofcom and to Watchdog and Rip Off Britain just to show them how badly BT's customer service treat their customers.

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Moderator
Moderator
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Message 20 of 26

Re: Impossible to use client mail programs (Outlook on PC or Mail app on IPhone with my bt email add

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Hi @YvonneR it was my colleague @RobbieMac who was speaking with you earlier in the week. He's reached out to our email experts for assistance with your complaint as it is quite complex. I'm really sorry for the delay in getting this sorted and I can assure you he hasn't forgot about you. Robbie will be back in the office tomorrow and I'll ask him to get in touch to update you.

Community ModeratorNeilO
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