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clackers
Contributor
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Message 1 of 25

We've blocked your email address...

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This is the last email I received yesterday from BT and even though the address that email refers to is an old now unused address I am unable to send emails by my current email address. 

It seems BT have blocked my current address too which is not ok and I have no idea how to reactivate it. When I log in I'm just getting the message that my username or password is incorrect blah blah blah

Please help 

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Andy_N
Distinguished Guru
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Message 2 of 25

Re: We've blocked your email address...

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@clackerswrote:

This is the last email I received yesterday from BT and even though the address that email refers to is an old now unused address I am unable to send emails by my current email address. 

It seems BT have blocked my current address too which is not ok and I have no idea how to reactivate it. When I log in I'm just getting the message that my username or password is incorrect blah blah blah

Please help 


Is the problem email address associated with your BT Broadband account (assuming you're still a customer)?

Are you trying to login via webmail using a browser? Have you tried a different browser?

Have you tried logging in direct using :-

https://www.bt.com/mail

 

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clackers
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Message 3 of 25

Re: We've blocked your email address...

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I just logged in to bt internet direct rather than using my phone that was set up to receive my emails and I needed to answer a security question and set new passwords  but as soon as that was done emails came flooding in to my phone emails app so it seems crisis has been averted. 

Thanks for your help 

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clackers
Contributor
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Message 4 of 25

Re: We've blocked your email address...

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Two days later BT have done it again.

Yesterday I did a full virus check as was the advice BT gave and then I changed all the passwords on 3 email addresses (I don't even use 2 of them) and updated my personal details where there were blanks.

I can't keep changing the passwords it is a mission and inconvenient. I found no reason to believe I had been hacked so now I need a BT staff member to look in to this for me please. Right now I don't have access to my emails and that isn't ok for me.

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clackers
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Message 5 of 25

Re: We've blocked your email address...

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I'm not even going to get an email when someone responds to this but BT have my phone numbers so please contact me to sort this out 

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gg30340
Distinguished Sage
Distinguished Sage
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Message 6 of 25

Re: We've blocked your email address...

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@clackers wrote:

I'm not even going to get an email when someone responds to this but BT have my phone numbers so please contact me to sort this out 


You will not get contacted by BT via this forum.

Is it on your phone that you are getting notified about being blocked or is it when you log onto your email account using a web browser using the email log on page direct link shown here.

BT Email 

 

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clackers
Contributor
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Message 7 of 25

Re: We've blocked your email address...

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I receive a text from BT:

Hello, BT here. We've blocked your email address *********.******@*t*n*e*n*t.*o* because it might not be secure anymore. Someone might have got into your email account without your permission. If that's happened, they could send spam or get personal information like your bank account details. To unblock it, go to bt.com/mybt Thanks.

When I log in to that link you supplied I get the red banner:

We have strong reason to believe that your email account and password are no longer secure, so we've taken immediate action to protect your account. As a precaution, we've suspended access to your BT ID and all email addresses linked to it.

Something is wrong and I have no reason to believe the brand new password (or the old password come to think of it) have been compromised so BT are messing me around I think.

My email address is all part of the package I am paying for and I thought this forum was the initial method of getting help from them 

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WeekendTechie
Aspiring Contributor
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Message 8 of 25

Re: We've blocked your email address...

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Hi @clackers. The forum is indeed a great start but it is predominantly customer to customer help and support. Mods can help with account based queries but the majority of users here are customer just like yourself.

With an email issue I would recommend contacting the email teams on 0808 100 6778

Andy_N
Distinguished Guru
1,871 Views
Message 9 of 25

Re: We've blocked your email address...

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@clackerswrote:

I receive a text from BT:

[..]

 

My email address is all part of the package I am paying for and I thought this forum was the initial method of getting help from them 


As this has happened again for you, what I think might be the cause - and have had nothing to suggest otherwise, is that maybe your email address has been used as the "From" address in a spam run, and the system thus believes your account has been compromised - but it has not of course. Usually when this happens, you would see non delivery reports or bounces due to the spammer email list being out of date etc - but not always.

The forum is a good place for answers as the help given here is usually far better than online chat, twitter and the phone helpdesk.

 

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clackers
Contributor
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Message 10 of 25

Re: We've blocked your email address...

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I don't know if I have capacity to understand how someone can send spam seemingly from me without accessing my email account. 

If this has happened I presume it would keep going and BT will keep suspending my access. Do you have any idea how this could be stopped or fixed. Is it worth trying the helpline another forum member posted. Is my email address rubbish now?

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