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Johnpw
Aspiring Contributor
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Message 1 of 12

Unable to use BT Mail on Apple Devices

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Since Friday afternoon I’ve been unable to access my BT mail account on my Iphone and Ipad. I keep getting the message “The username or password for mail.btinternet.com is incorrect”. Strange, since it had ben working fine and nothing had been changed. I was able to access BT webmail using the usual email address and password. So I deleted the BT mail accounts on my devices and tried to set them up again. I couldn’t because after “verifying” I again got the message “username/password incorrect”. So I went back to BT online and changed my password. The new password works fine for webmail. But when I tried to set up BT mail accounts using the new password I got the same message about username/password being “incorrect”. Yet it works for webmail. Not sure what else to do. Anyone got any solutions? Many thanks

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gg30340
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Message 2 of 12

Re: Unable to use BT Mail on Apple Devices

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Are you a BT Broadband customer or are you paying for your BT email through a BT Premium Email account?

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Johnpw
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Message 3 of 12

Re: Unable to use BT Mail on Apple Devices

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Thanks - I’m a BT broadband customer

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midlife
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Message 4 of 12

Re: Unable to use BT Mail on Apple Devices

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I have had something very similar and I went into preferences and accounts and reloaded my password even though it was correct and it eventually loaded up. What I now have is that when I go into apple mail I get swiggles against the BT mail email address and it only works when I send an email from the BT email address to one of my others one and then BT emails download into my email address. 

It did not effect my iPhone

Its a frigging pain

Graham

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gg30340
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Message 5 of 12

Re: Unable to use BT Mail on Apple Devices

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Johnpw

It is probably a BT server problem. Should this happen again in the future the best advice when it happens is to do nothing, especially do not change passwords or delete the account from your phone as that can cause more problems than it solves.

The first thing to do when it happens is check to see if you can log on to your email account via a web browser. If you can there is obviously nothing wrong with your password or account hence the advice to do nothing.

If the problem did not resolve its self after a day or two or in your instance where you have deleted the email account from your device you should stop your iPhone and any other devices from checking for email. The easiest way of doing that is to turn them off if you still have the account on your device or add a couple of characters to the email address so that it is not checking your account. If you have deleted the account and it is no longer on your device do not try and add it at this time.

Once you have done that, change your email password and check that you can access your email via webmail (on a browser).

If that works you should wait at least an hour to allow the servers to sync and then add the new password to your iPhone, remembering to remove any characters you may have added and again check it works. If it does then move onto the next device if you have one.

When entering the settings, make sure that in the Outgoing server you do not use the "use same as incoming" for the email address and password. Enter them manually.


If the above does not resolve the problem, when you change your BT password on an iPhone/iPad/Apple device it may only change for INCOMING mail.

To change the outgoing mail password you have to go into Settings; then scroll down to Passwords & Accounts or on older devices Mail, Contacts, Calendars. From there select the BT email account and select the account where it is listed under IMAP.

You will find the details for the account and can change the password for the Incoming server there, the outgoing mail server only shows SMTP and mail.btinternet.com You have to tap on that Primary Server in order to find where the Outgoing password is hidden so you can update it.

When setting up the email account on your device you are best to set it up manually, using "other" and ensure that you are using the correct settings as per this link.

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

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Johnpw
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Message 6 of 12

Re: Unable to use BT Mail on Apple Devices

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Thanks for the prompt and detailed reply. I deleted and added the account and changed passwords as that’s what the Online Help Topics seemed to suggest. All a bit of a mystery. I’ll wait a bit longer before trying this solution in the hope the servers will work as they should  (and as they always have before now). I’ll report back. 

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Johnpw
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Message 7 of 12

Re: Unable to use BT Mail on Apple Devices

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In the last few days, I’ve tried the suggested solution in post 5 but without success. In fact I just tried it again on my Iphone. When I finished the SMPT settings for the Outgoing Settings I briefly saw a series of green ticks at Verifying. In Accounts it appears as if a Btopenworld account has been added. When I click on Mail on the Iphone all I see is Inbox and VIP but immediately there’s a message “Cannot Get Mail The mail server mail.btinternet.com is not responding. Verify that you have entered the correct account info in Mail settings”. 
I believe I entered the correct info and saw green ticks. 
I see others are experiencing the same problem which has been referred to Moderators. So I shall repeat this post on the latest relevant post. Thanks. 

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Johnpw
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Message 8 of 12

Re: Login Issues (OS Mail)

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I have the same problem and posted about it on 2 August. I’m repeating my experience here for the benefit of moderators.  
In the last few days, I’ve tried the suggested solution in post 2 but without success. In fact I just tried it again on my Iphone. When I finished the SMPT settings for the Outgoing Settings I briefly saw a series of green ticks at Verifying. In Accounts it appears as if a Btopenworld account has been added. When I click on Mail on the Iphone all I see is Inbox and VIP but immediately there’s a message “Cannot Get Mail The mail server mail.btinternet.com is not responding. Verify that you have entered the correct account info in Mail settings”. 
I believe I have entered the correct info and saw the green ticks. 
Thanks. 

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gg30340
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Message 9 of 12

Re: Unable to use BT Mail on Apple Devices

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Do not re post your problem on other posts. All that does is lead to confusion and duplication of effort.

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

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Johnpw
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Message 10 of 12

Re: Unable to use BT Mail on Apple Devices

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Thanks for that, was just trying to be helpful, but will know for next time. 

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