Unable to receive emails but can send them?

[Phibber]

Hi - I haven't been able to receive emails for last couple of days but can send them.  I've checked incoming and outgoing IMAP and SMTP settings:  these are in line with the settings advised.  I've worked my way through other suggested trouble-shooting advice but with no success. Not sure what other checks are available to resolve the problem.  Grateful for advice. Thanks.

[gg30340]

The settings for BTMail are as per this link.

https://www.bt.com/help/email/manage-email-account/manual-settings/what-are-the-settings-for-outgoin...

How many and which devices are you using to access your BTMail account?

If it is on a mobile device, does this happen when using 4/5g or only when using your home wireless connection? 

Can you send and receive with your BTMail account if you use webmail (using a web browser)?

Which email client/app are you using?

[Andy_N]

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@Phibberwrote:

Hi - I haven't been able to receive emails for last couple of days but can send them.  I've checked incoming and outgoing IMAP and SMTP settings:  these are in line with the settings advised.  I've worked my way through other suggested trouble-shooting advice but with no success. Not sure what other checks are available to resolve the problem.  Grateful for advice. Thanks.

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Check the forwarding option in webmail in case this is set. If it is set to an address you don't recognise, then there's a possibility that your account has been compromised.

[Phibber · Accepted solution]

Many thanks.  I access BTMail from my PC, phone and iPad.  I've been unable to receive emails from each, starting with my phone, then my PC and then the iPad.

On advice from Samsung, I loaded up the BT App as an alternative to the Samsung mail app and am now using this to access emails on my phone.  As things stand I've still no access to receiving emails on my PC and iPad, content of my email folders  and my calendar.  

I can however access my BTMail account direct from my web browser.  PC and iPad both use Outlook, my preferred client app.

When checking IMAP settings I notice my encryption method is given as SSL / TLS rather than just SSL as per guidance.  Not sure if this is relevant. 

[Phibber]

Many thanks.  All seems ok on this front.

[ronitim01]

If your IMAP and SMTP settings are correct, you might want to try using a different SMTP server like SMTPmart or Mailgun. These services can help improve your email delivery.

[Phibber]

Many thanks for getting in touch.  Last week was a difficult one on the IT front - my phone first, then my PC, followed by my iPad all losing email access.  My brain was frazzled trying to sort things out!   I perhaps shouldn't admit to this but the solution for Outlook on my PC was to flip the "Work Offline" to "Work on line" under the Send / Receive tab.  But given I was completely unaware of this option, I was wholly unaware of the ability to flip this option on or off and so have no idea how it came to be set as working offline and preventing receipt of incoming emails!  All's well that ends well!

[Andy_N]

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@ronitim01wrote:

If your IMAP and SMTP settings are correct, you might want to try using a different SMTP server like SMTPmart or Mailgun. These services can help improve your email delivery.

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How is that going to help the OP receive emails? These are bulk mail senders, which is not what the OP has an issue with.