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Beginner
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Message 1 of 8

btinternet.com email access problems

We access our btinternet.com email on our iPhones, and laptops using Windows Live Mail. Both are now saying that they are unable to send/receive messages for our btinternet.com emails as an incorrect password has been entered. HOWEVER the passwords are correct and work when accessing the email accounts directly online at email.bt.com. Why is this? Do we have to change settings on our iPhones or laptops? Thank you. Keith Young

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: btinternet.com email access problems

Its a very common occurrence unfortunately,  best thing is to do nothing and the problem usually fixes itself in a few days.

Edit: That assumes you are either a BT broadband customer or paying for Premium mail. If neither, your mail will have been downgraded to Basic mail only accessible by webmail.

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Beginner
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Message 3 of 8

Re: btinternet.com email access problems

Thank you for taking the time to reply.  I'll wait and see what happens. If it doesn't correct itself then I will re-post - thanks again.

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Beginner
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Message 4 of 8

Re: btinternet.com email access problems

Hi again, yes we are BT broadband customers: home broadband, home 'phones, BT Sport, etc. 

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Contributor
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Message 5 of 8

Re: btinternet.com email access problems

I presume that you are using iPhones and that you mail account has moved from Yahoo to BT Mail. That is the most common cause for a 'password failure'  The correct advice is to delete the account from the iDevice and then reconnect using the previous login and password. Worked for me...

This issue only manifests itself on Apple devices, Android and Windows devices are not effected. You may have also have lost any auto-forwards that you had set up and you will need to recreate those.

Quite a few people have been sold this 'wait a few days advice' and it is wrong.

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Beginner
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Message 6 of 8

Re: btinternet.com email access problems

Thank you.  I will try this.  I spent over an hour on the 'phone with BT earlier and though there was a lot of effort, and I spoke to a number of staff, including in their email group, the problem wasn't solved.  Setting up a completely new account for my btinternet.com email address in Windows Live using settings talked through by the BT staff still saw Windows Live producing a message that my password was incorrect.  This despite it being changed and confirmed by BT that it was working, and me being able to access the account on the BT webmail webpage.  It's therefore about other devices collecting emails from, and then sending emails through, the mail.btinternet.com server that's the problem.  Any more ideas gratefully received - thank you again.

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Distinguished Sage
Distinguished Sage
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Message 7 of 8

Re: btinternet.com email access problems


@outback3012 wrote:

 

Quite a few people have been sold this 'wait a few days advice' and it is wrong.


Really, I suggest you read through a few threads and discover how often it does work. Sometimes it doesn't and a further solution is then offered. Deleting and re-creating the account is often not necessary and can make the problem worse depending on the cause. Hence the wait first advice.

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 8

Re: btinternet.com email access problems


@outback3012 wrote:

I presume that you are using iPhones and that you mail account has moved from Yahoo to BT Mail. That is the most common cause for a 'password failure'  The correct advice is to delete the account from the iDevice and then reconnect using the previous login and password. Worked for me...

This issue only manifests itself on Apple devices, Android and Windows devices are not effected. You may have also have lost any auto-forwards that you had set up and you will need to recreate those.

Quite a few people have been sold this 'wait a few days advice' and it is wrong.


A lot of presumptions made there!

Would it not be better to find out if the OP has been migrated and /or which email system the OP is on before firing off a sweeping statement that the advice proffered is wrong and yours will work. 

I would concur with the advice that you should have a look through the forum to see what has worked for those that suffered from this problem and what problems have occurred by following your advice from the outset.

 

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