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psj
Aspiring Contributor
855 Views
Message 1 of 7

Unable to logon to subaccounts

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Hello everyone

For a few weeks I've been unable to logon to any of my BT email subaccounts via the email links on BT.com.

I'm taken to a tab named webmail with an address https://email.bt.com/mail/index-rui.jsp?v=2.14.0

this page just shows three large grey flashing dots.

After a reboot, I'm able to access my primary email account (comes up on a Yahoo site), but once I've tried to access my subaccount emails and got the 3 grey dots, the same 3 dots appear on my primary account.

I'm using Firefox on a Windows 10 PC, but have tried IE and Chrome with the same result

 

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6 REPLIES 6
gg30340
Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Unable to logon to subaccounts

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What happens if you try using this link?

BT Email 

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psj
Aspiring Contributor
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Message 3 of 7

Re: Unable to logon to subaccounts

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Exactly the same error. I think that was one of the links I'd tried anyway.

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gg30340
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Distinguished Sage
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Message 4 of 7

Re: Unable to logon to subaccounts

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When you log onto your MyBT and go to Products > Manage Email, are the sub accounts showing there?

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psj
Aspiring Contributor
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Message 5 of 7

Re: Unable to logon to subaccounts

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Just tried logging in on Chrome and it now works fine there.

This implies it's likely to be a problem with either cookies or a firefox addon.  Now I know I can play around and try to see what's blocking the access.

I daren't clear my cache, as last time I followed that advice it took me days to get my access back to the various sites I use.

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gg30340
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Distinguished Sage
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Message 6 of 7

Re: Unable to logon to subaccounts

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There was a problem a few days back with Firefox. There was an update to BT Web Protect that may have caused a problem so if you have it activated try turning it off.

Clearing the history and cookies also seemed to help some users.

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psj
Aspiring Contributor
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Message 7 of 7

Re: Unable to logon to subaccounts

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I've traced it to my Firefox adblocker.  I should be able to add an exemption.  Particularly as I read that the new email system includes a no-add option.

Thanks for the replies

 

 

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