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Aspiring Contributor
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Message 1 of 17

Re: Problems sending emails via Outlook

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I have had this issue for nearly eight weeks now! Bt call in India every few days asking is it sorted? They assure me it’s being taken to s higher level along with several other cases!!

It’s a synchronisation issue between passwords. You will find you can log in via webmail but any other way will give you a wrong password response. In outlook it just doesn’t sync at all.
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Distinguished Sage
Distinguished Sage
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Message 2 of 17

Re: Problems sending emails via Outlook

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I have moved you onto your own thread because the one you posted on was five years old and was not related to a password problem but was regarding emails being sent and taking hours to arrive.

I see that you already posting on a thread in relation to your problem.

 https://community.bt.com/t5/Email/Webmail-password-changed-Client-access-has-not/m-p/1831514#M58440

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Aspiring Contributor
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Message 3 of 17

Bt Yahoo incorrect password

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Firstly, apologies for starting a  new thread.   The issue has been ongoing for eight weeks now with no resolution in sight.

Satrted when e.mails to my client service Outlook stopped being received.  Call to BT and they reset my password.

I have access to webmail only now using a passwprd I know to be correct.  I did as advised  by bt delete the accounts from outlook and tried to reinstall as IMAP as before.  Each time I reveice a message incorrect password.     If I try and login directly to mail again incorrect password. 

Resetting does not work

Selecting NOT yahoo does not work

Logging on hours not minutes after changing password does not work

Tryimg old passwords does not work

Trying to login when in webmail does not work

trying to open a new account with yahoo using my bt email addy does not work.

 

BT keep calling every four days saying it is being escalated!  They admit it is a widespread issue of the synchronisation of passwords between By end any yahoo end of the BT yahoo email service.    One "Fool" in Cardiff even went so far to tell me there was no such thing as bt yahoo!

I have reported the matter to Ofcom.   The Ombudsman will take up my case on Monday.  My Local MP has said he will assist in obtaining a resolution however i can tell the standard response will be that BT will say their only obligation is to provide a webmail service.

 

Now if i leave BT I will still have the issue as premium forwarding obviously wont work so the question is does anyoe have any other ideas?   Davethepepper?  suggested I poseted it again

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Distinguished Guru
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Message 4 of 17

Re: Bt Yahoo incorrect password

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Hi again @mikewood61

I've had to read through the sorry story again to try to work out what might be happening.

Your account is BTYahoo, and you can login to webmail without issue - though it shows you being called ARRAY.

I assume you've tried more than one browser to login and have tried https://mail.yahoo.com.

When the password was reset originally by BT (which really they should not have done), I guess that password is effectively now in use with webmail?

Again, wrong information from BT about deleting accounts, that is NOT what should be done.

You say that the password change link times out - or takes forever to come back, to me indicating that nothing is happening.

Have you tried the forgotten password option - that does need your security answers.

When setting up ANY device app or client, never let it auto-setup or use the wizard. They often guess settings, which can be completely wrong. mail servers, ports and indeed the whole email address is often not chosen.

One thing I've done over the years is try to set up my own app/client access for the user. However that needs trust on behalf of the user, and then the ability to easily change password afterwards. That needs a private message to me with the details.

If you've got access to the iPhone or Outlook settings - can you post them, removing all personal details - but say if the login name is the full email address. Don't forget on some Apple devices, the password may need changing in more than one place.

However, having said all that - to me this looks like you need a moderator to do some in depth investigation. It might be that your account is partially corrupted, the ARRAY item showing may be due to that.

 

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Aspiring Contributor
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Message 5 of 17

Re: Bt Yahoo incorrect password

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I've had chronic problems with BT Yahoo and Outlook for years. I must have uninstalled Outlook and reinstalled it 50x over the years, and Outlook seems to lose the password every few weeks. Gave up trying to get help as there's no obvious route to get it. 

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Aspiring Contributor
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Message 6 of 17

Re: Bt Yahoo incorrect password

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The suggestions you make have all been tried.

I have reset the password using the bt.vom from webmail link. though as many know the register.btinternet link says it resets but not always.

Same issue any browser

Forgotten password option works via bt and is reset to one I know.

I have set up numerous imap accounts do I know the settings are correct as they are functioning for my wife’s account plus when I set up a new secondary account it works ok on iMac etc.

I contacted Yahoo who say my password was last changed last September but obviously they say bt have to raise with Their enhanced team. That’s correct that it was but is has been changed since as we know it’s that the changes made allow access to webmail but the sync to allow email access via the client route isn’t working. That’s how BT have explained it to me. They keep saying they are escalating it to their yahoo colleagues but that’s I’ll i hear.
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Distinguished Sage
Distinguished Sage
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Message 7 of 17

Re: Bt Yahoo incorrect password

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I have notified the moderators of the forum about your problem. Once they have read this they may be able to help although it may be that because your webmail is working there will be nothing that they can do.

They are a BT UK based team and if they can help they will reply via this thread asking you to contact them via a link. They are very busy at present so once you have replied to them by the link, it can take 48 hours for them to re-contact you.


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Moderator
Moderator
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Message 8 of 17

Re: Problems sending emails via Outlook

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Hi @mikewood61,

I am very sorry to hear of the problem you are having and that they have been ongoing for such a long time.

Might I suggest one thing that may help, if you haven’t already tried this of course?  When updating the new email in your clients are you changing the password in both the incoming and outgoing settings?  I understand with some clients it’s not obvious that the password needs to be changed in the outgoing setting as well, failure to change both will result in the problem you have described.

Can I suggest that you take all your email clients offline, then one by one change the passwords on both incoming and outgoing settings before bringing them back online.

If this fails to resolve the problem then I would like to gather your details and escalate this internally.  If you have tried what I have suggested before then please drop me an email. You can do so by clicking on my user name and then on "Click here to contact the mods".

Thanks

DanielS

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Aspiring Contributor
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Message 9 of 17

Re: Problems sending emails via Outlook

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Hi

 

The issue isnt with my outlook settings.  I have set up several outlook accounts with IMAP and it was working perfectly correctly for several months.  

The password fields are both correct.  I can set up a new sub account and that works perfectly well so it isnt an issue at my end.  Even BT admit that now.

IT appears to be a synchronisation issue that Yahoo thinks it is one password but bt another.  

 

BT in India today said they cannot resolve it!!!  

 

I have filled the form inwith the necessary information under contact the moderators.

 

The Ombudsman has informed me they will take up my case on Monday.

 

Mike

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Distinguished Guru
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Message 10 of 17

Re: Problems sending emails via Outlook

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@mikewood61wrote:

Hi

The issue isnt with my outlook settings.  I have set up several outlook accounts with IMAP and it was working perfectly correctly for several months.  

The password fields are both correct.  I can set up a new sub account and that works perfectly well so it isnt an issue at my end.  Even BT admit that now.

IT appears to be a synchronisation issue that Yahoo thinks it is one password but bt another.  

BT in India today said they cannot resolve it!!!  

I have filled the form inwith the necessary information under contact the moderators.

The Ombudsman has informed me they will take up my case on Monday.

Mike


I hope the Ombudsman can do something, but hopefully the moderators can find out and fix the issue for you.

BT helpdesk, twitter BTcare have no idea about how to help - this is the best place. What they should do is point people here.

With regard the password, there is often - it seems - a disconnect between changing the password on webmail and access via apps/clients, that's fairly well know. There's also an issue at times when people change their password on their BTID, and the sync to the email password.

Usually a password reset, wait 15 minutes, solves the sync between webmail and app/client access. If that doesn't happen, it appears to me to be an account corruption. That needs specialist involvement, and it only seems that the moderators have access to the specialists. That shouldn't be the case.

 

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