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Message 1 of 4

Repeatedly locked out of email - loop of doom

I am on holiday (maybe my error?) and BT keeps locking my account for the usual Suspicious Activity reason.

OK, so I go though the pain and expense to reset the password. This works  for a random period (as short as 30 minutes) and then, what do you know, it locks again.  After a few loops of this, I no longer know what to do.

So, BT, give me a clue, how do I stop YOU continually blocking MY account and bringing lack-of-joy to my long-awaited holiday???? I confess that I only spent 30+ years working in IT so I am clearly no match for this challenge ……..

Or, to summarise …… HEEEELP (please)

Thanks

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Message 2 of 4

Re: Repeatedly locked out of email - loop of doom

Hi, @David55 welcome to the community, I'm sorry to see you're experiencing issues with your email whilst on holiday. I've seen similar problems reported by customers who were accessing their BT email from an IP address that has been flagged as suspicious, are you using a public wifi connection when this is happening?

Thanks

Neil

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Message 3 of 4

Re: Repeatedly locked out of email - loop of doom

Hi Neil,

Yes, I am using public Wi-Fi on a cruise ship. Any suggestions how to avoid lock-out, which has just happened again?

Thanks,

David-the-exasperated

 

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Message 4 of 4

Re: Repeatedly locked out of email - loop of doom

Hi @David55 Thanks for getting back to me, I'd normally recommend trying an alternative connection but appreciate that's not likely possible on a cruise ship. 

I'll send you a private message in a moment so you can send your details over to the moderation team and we'll raise a case with our email specialists to see if they can help. In the meantime, if you have access to a VPN it might be worth enabling that to see if it helps.

Thanks

Neil

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