Sorry, we're unable to identify your BT Email service. Please try again.

[T0pcat1]

I still have a BT line, I kept it when I cancelled my broadband. I now have my broadband with another supplier. I pay BT £23 per month even though the land line is only there for emergencies.

[iniltous]

Is your broadband provider also using Openreach network, so is a line share arrangement with your BT telephony ? care to sate who the ISP is ?

If you have BT for telephony and another company for broadband on the same ‘line’ , this is SMPF ( shared metallic path facility) and is quite rare these days , as most ISP as a condition of providing broadband require you to also take their telephone ( that’s if you want a telephone service ) , the likes of Sky and Talk Talk don’t offer SMPF and haven’t for many years , they are MPF ( not SMPF ) providers.

On a separate mater , if you are prepared to pay BT £7.50 for email , and £23 for a ‘landline’ , £30 approximately how much you could get a combined BT line/broadband , including email , for , so unless this other ISP is effectively giving you their service for free , what was the incentive to leave BT broadband but keep BT telephony ? presumably it wasn’t price , and if was poor broadband ‘service’ it’s worth pointing out it’s the same Openreach or BTw broadband equipment if you change providers , but remain on the Openreach network .
Are you sure it’s still BT providing your telephone service , If you dial ‘150’ from your landline, who answers the call ?

[T0pcat1]

Broadband is supplied by GoFibre. Full fibre to the premisis. Not sure if they are using Openreach facilities but, it's a seperate line from telephone. Not sure if GoFibre offer a phone service, I wasn't given the option. BT are not offering full fibre in my area. GoFibre are charging £45 for 300 mb/s with the first year half price. I wasn't aware that my phone and broadband were bought as a package, and it was only when I called to terminate my broadband that I was told it would be £23. If it's not BT providing my telephone service, then I'll have to have words about why they're billing me for it! I was being charged £64 a month for my 27mb/s broadband and my phone line, so I think I'm probably still saving, plus getting 10x speed.

[iniltous]

OK , makes more sense , the FTTP you have got is an Alt Net ( Alternative Network ) and completely separate from Openreach , I have no idea if they offer to include phone service if requested to , or they only offer broadband,  it’s all a little irrelevant now anyway…..

Presumably your instruction to BT was to remove broadband but leave the phone service working , and although this sounds simple enough , it may require more work behind the scenes than you would think , if your previous service was a combination phone/broadband package then perhaps to convert it to a phone  only account,  needs the original account closing and a ‘new’ phone only account providing , and although this possibility could be achieved fairly seamlessly fashion , in that the phone service doesn’t go off just the broadband , ( or if it did go off , it was for  no noticeable amount of time   ) the administration part ( deleting the old account and setting up a new one ) may result in a short period with no access to online management tools , the email issue not necessarily related as you could have upgraded the email to premium regardless of keeping the phone number and phone service.

I’m not stating this for a fact , but it’s seems a reasonable assumption, we’re you sent any details for the new arrangement, like if it had a new minimum term etc.

[T0pcat1]

You're right in that it was far from a seamless changeover. When I cancelled my broadband contract, I stipulated that I wanted to keep my landline (not realising they came as a package). When I received my email informing me of the cancellation, It said broadband AND phone would be terminated. I had to go through a lengthy (and frustrating ) period of reinstating the whole cancellation and re cancelling just the broadband. I was told it would be 24 hours before I could re-cancel, but it took about a week before my "order" to cancel the cancellation went through, allowing me to re-cancel my broadband. It was only at this time that I was informed my new landline contract would be for 12 months and would cost me £23 a month. By this time, I was so fed up, I just accepted it. My cancelation period was meant to be 30 days, but my broadband was disconnected the following day. Fortunately, GoFibre had given me a month free to take account of the 30 day period.

So, I'm still without e-mail and I can't seem to find a solution. I don't seem to exist as far as BT are concerned. I can't log in to my web mail or my MyBT page. When I tried to upgrade my basic email to premium, the system didn't recognise my email address. I'm stumped!

[gg30340]

As you have replied to the moderators in the method suggested, if you wait until you reach the top of their instack which is done on a first come first served basis, they will contact you and assist in getting your problem resolved.

[iniltous · Accepted solution]

Have you done a search on the error code TS-0003 ?
Are you trying to log into your BT email ( webmail ) from your Alt Net connection ? have you tried using an alternative method like a mobile phone , from work , from a neighbour, friend or relative that are not using this Alt Net ?,

AFAIK ( I’m no expert ) it often seems Alt Nets obtain/purchase IP addresses that were not originally associated with the UK , so any geographic restrictions the sites you visit have for ‘foreign’ visitors , may result in you being denied access , ( basically the site thinks you are not in the UK so doesn’t let you in ) 

[T0pcat1]

Thank you! That's what's causing it. I was using my laptop and mobile phone which are both connected to my router. Switched of wifi on my phone and, Bingo it worked. Many thanks for your patience. I can now wait till the moderator gets to my problem and see if he can figure out why the BT sustem doesn't recognise my broadband.