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CelticBiker
Beginner
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Message 1 of 7

Unable to send from BT e-mail account via Outlook 2016

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Sadly, BT don't support issues with third-party clients like Outlook, so I have been left to fend for myself.

My e-mail (send/receive) works fine from the BT website, but not from Outlook, suddenly.

I can receive OK but cannot send at all. I have tried every conceivable combination of settings, incl. ports, but nothing works. Frustratingly, in Outlook 2016+, when you delete an account and then re-create it, you cannot add a new account if the settings don't work! So you have to keep re-entering them rather than just re-trying to see if the old settings now work.

Can anyone help - I guess that the Outgoing settings must be the sticking point?

Tim

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CornishKK
Beginner
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Message 2 of 7

Re: Unable to send from BT e-mail account via Outlook 2016

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Sorry I can't help but I'm having the exact same issues - for no reason whatsoever suddenly I can't access my BT mail via Outlook or my phone's mail app. I've reset my password and can now access via a browser that's it. Have you had any luck sorting yours?

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CelticBiker
Beginner
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Message 3 of 7

Re: Unable to send from BT e-mail account via Outlook 2016

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Hi,

no luck at all so far. I have tried every setting available on the BT site and other forums. Nothing seems to work, except for the webmail version, which I hate having to use. I've asked my computer guy to look into it for me. Trouble is, I deleted the BT account in Outlook in order to try and re-create it, but when the settings don't work, Outlook refuses to create an account, so you have to keep starting from scratch. I also tried with various things like mail.yahoo.com and mail.bt.com, but no joy there either.

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: Unable to send from BT e-mail account via Outlook 2016

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There have been problems with the BT IMAP/POP servers stopping email clients from accessing the users email account for years. The advice from forum users is to do nothing such as changing passwords or deleting and resetting up accounts as this invariably causes more problems than it solves, as you have now found out.

Because your devices stopped accessing your email and you were still able to access your email via webmail it is obviously not a problem with your email account or with your password, hence the advice not to do anything. The problem usually resolves its self in a day or two. 

Because you have deleted and reset up your email on your device and changed your password I would suggest that you do the following:

Switch off all your devices that use that email account or at the least stop them from polling your email account for new email. You can do this by either deleting the email account from the device or just change the email address in your email account settings.

Change your webmail email password yet again.

Wait at least 30 minutes before starting one of your devices and set up the email account with the new password.

Check that this device is working before moving onto the next device.

Ensure that you are using the correct settings via this link and set the email accounts up manually rather than using the email wizard.

https://bt.custhelp.com/app/answers/detail/a_id/44917/kw/bt%20mail/c/6591

 
 
CornishKK
Beginner
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Message 5 of 7

Re: Unable to send from BT e-mail account via Outlook 2016

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I should have known better than to follow BT's advice to reset my password, this happens every couple of years! Thanks for your suggestion, I'll give it a go.

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CornishKK
Beginner
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Message 6 of 7

Re: Unable to send from BT e-mail account via Outlook 2016

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And as if by magic, it all works again!

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Distinguished Guru
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Message 7 of 7

Re: Unable to send from BT e-mail account via Outlook 2016

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@CornishKKwrote:

I should have known better than to follow BT's advice to reset my password, this happens every couple of years! Thanks for your suggestion, I'll give it a go.


BT's advice on all things email is usually wrong. BT should really start watching these forums and understand that regular members have years of experience and gained information by trying and seeing things. Hence the advice many of us give is to do nothing.

They should point people to these forums at the outset, peer knowledge in general is going to be far better than any BT helpdesk. Naturally there are situations that do need specialist help, but the regular posters will be aware of those and then request further help.

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