Unathorised password change

[Petercx]

I have been having my password reset many times on consecutive days, sometimes within 10 minutes of creating a new password. I was on the phone to BT several times and thought that it was all "sorted" after a lull of 16 days. Now it has started up all over again. The last tech person I spoke said that the fault might lie with BT. After that conversation was the 16 days when my email password was NOT changed. Now I am back to square 1.

[gg30340]

Is your password actually getting reset or is it that your account is locked and you need to reset it to gain access?

What message are you getting when you try to log on?

Have you checked that there is no forwarding email addresses set up in your settings?

Have you checked that there are no "Rules" that you did not set up in your settings?

Have you checked that in your MyBT  under "Your Profile" that your recovery contact details are correct?

Do you have two factor authentication set up?

Two-step authentication | BT Help

Does any other person have access to your email account or your device?

When you change your BTMail password does this also change your MyBT passsword?

[Petercx · Accepted solution]

Thank you for help and advice.

I was on the phone with the BT "Techie" yesterday and managed to get it sorted.

Is your password actually getting reset or is it that your account is locked and you need to reset it to gain access?

This was a funny one. My password was being reset and during the sorting out process with the BT Techie, he was saying that I was not "locked out" according to his screen but I was locked out on mine. I was using Chrome browser and he suggested I changed to another browser, which I did (Vivaldi) with same result and then I changed to "Edge" and I was no longer "locked out".

Have you checked that there is no forwarding email addresses set up in your settings?

Have you checked that there are no "Rules" that you did not set up in your settings?

Have you checked that in your MyBT  under "Your Profile" that your recovery contact details are correct?

Do you have two factor authentication set up?

Yes, to all of the above.

Eventually the problem was solved by deleting my BT email accounts and adding them again with changed password.

Does any other person have access to your email account or your device? 

No.

When you change your BTMail password does this also change your MyBT password?

I think it did but with all the action/confusion yesterday I can't remember exactly. I did manually "update" My BT password for conformity.

This problem first surfaced on 28th July 2024 when I received a "your password has been changed" at 00:05 when my PC was "shut down". The saga then began daily when I kept getting the "your password has been changed", sometimes within 10 minutes of me setting up a "new complicated generated password" each time. Eventually, my call to a BT Techie on 2nd August 2024 seemed to sort things out. Then, on 17th August 2024 it started all over again. Touch wood, all seems to be OK now that I have deleted and reset the BT accounts using strong, but non-Kaspersky generated gobbledegook passwords. 

I note that there were others on the BT community experiencing the same "your password has been reset" problems.

Many thanks for your help and suggestions. 

[gg30340]

I had assumed that you were using webmail but you have said you deleted them and re-added them which would indicate that you were using an email client/app. Is that correct?

[Petercx]

Yes, I use BT internet for my emails.

On my main computer, my desktop PC running Windows 10, I have Mailwasher Pro which gets the mail from the BT server and then sends it to my Outlook mail programme. after "screening out the dross".

On my iPad, I do not have Mailwasher Pro installed and the emails are from the BT server.

In the past, I had problems with the BT app on my Android phone (it would just "hang" and then come up with an error message) so I deleted it. After the session with the BT techie yesterday, I decided to re-install the BT App on my phone and all seems to be working OK. 

I really don't need many of the popular Apps available on my phone, partly due to my advanced years (I find it easier to use my Desktop PC which is more suited to my dexterity) and temperament/banana-esque fingers. The Android phone, apart from it's basic use for telephone calls and contacts storage, is normally used to keep in contact via WhatsApp with my son, daughter and granddaughters and other close friends/family.

[gg30340]

I use the  BlueMail app on my Android and it is far better than the BTMail app.

You may be getting your email from BT Internet but if you are accessing it with Outlook that means that you are using an email client and not a web browser (webmail) to access your email account. 

If you are using a browser (webmail) you would be logging onto your email account via this link.

BTMail 

There was a previous poster who was having problems with their email and it turned out that the problem was resolved when they removed Mailwasher. I suspect that the BTMail servers did not like it trying to access the email account and blocked it.