email stopped working

[jessiejunie]

For some strange reason this week my wifes BT emails have stopped coming into her inbox. she has not changed any setting in her android phone.

I have spoken to BT and they don't recognise her email address though it is a @btinternet.com suffix  & she has had the email address for about 20 years.

can anyone shed any light on this issue?

[gg30340]

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

Has she checked to see if her email account is working when she uses a web browser (webmail) to access it?

[jessiejunie · Accepted solution]

Hiya. Thank you for your help. My wife’s email account is paid for through a BT premium account. Interestingly even though I pay monthly for the account BT could only find my own email address linked to the account. 
which poses the question - how is my wife’s email account being paid for. She doesn’t have any financial dealings with BT. She has had her email account which is @btinternet.com for over 20 years?

Anyway, I contacted BT customer services twice. The first time a young lady had no idea as to how to resolve the problem. A second call to a more experienced customer service contact had the problem sorted out in 10 minutes. Hey presto one happy wife!!

Thank you for your interest in my problem. 
steve.