email

[KatyJo]

Hi there - I have been unable to access my email or My BT page for almost two weeks. I have contacted the help message site - presumably India - There is nothing wrong with my VPN - I have tried different servers - everything - I live in Spain but caved and called UK - was told someone would get back to me within 48 hours! - That was last Wednesday! Still nothing. I am a writer and many sites and people  are linked to that address - so frustrated! Can anyone help?  Thank you

[imjolly]

have you tried accessing your email with using VPN

do you pay for premium email or do you have just basic email?

[Andy_N]

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@KatyJowrote:

Hi there - I have been unable to access my email or My BT page for almost two weeks. I have contacted the help message site - presumably India - There is nothing wrong with my VPN - I have tried different servers - everything - I live in Spain but caved and called UK - was told someone would get back to me within 48 hours! - That was last Wednesday! Still nothing. I am a writer and many sites and people  are linked to that address - so frustrated! Can anyone help?  Thank you

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This probably won't answer your question, but BTinternet email is for people that live in the UK - it's part of the T&Cs.

If you've not done so, set up a Gmail account and use that. Tell all your contacts. It might take a few months to get around to people - but you will be better off.

[KatyJo]

Hi - I have been here for 5 years with no problem - I know it is not VPN or server issue as have tried everything - If they have closed my account I think it's a bit off that it was without warning - also that the customer service agent I called promised to get back to me and never did. I have been with BT for over 20 years, both here, UK and other countries without problem. To be honest, I would at least like to know what happened. I keep wondering if I was hacked, which is disturbing. If you could at least find out for me, that would help. Thank you.

[Keith_Beddoe]

@KatyJo 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

https://www.bt.com/products/static/terms/oct2022btmail.html

As per T&C's of the service:

Special conditions that apply to the service

By using the service, you agree that:

• it will be used mainly in the UK;
• you permanently or normally live in the UK and you will tell us straight away, and stop using the service, if that changes;

[Andy_N]

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@KatyJowrote:

Hi - I have been here for 5 years with no problem - I know it is not VPN or server issue as have tried everything - If they have closed my account I think it's a bit off that it was without warning - also that the customer service agent I called promised to get back to me and never did. I have been with BT for over 20 years, both here, UK and other countries without problem. To be honest, I would at least like to know what happened. I keep wondering if I was hacked, which is disturbing. If you could at least find out for me, that would help. Thank you.

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VPNs have caused issues in the past, possibly because some of them might default to non UK IP addresses. Even then, it does depend whether a UK VPN IP address (assuming you've tried that) is on any form of blocklist.

If you gave a non UK phone number to contact you - I would anticipate that they may not be allowed to call non UK numbers.

Have you gone down the "Forgotten password" options via webmail?

[gg30340]

I suspect the T&C about being a UK resident is a red herring and is not the cause of your problem not least because I have never heard of the condition being enforced.

If you are not a BT Broadband customer or paying for your email account via a BT Premium email account your email account will have been downgraded to the BTMail Basic account which can only be accessed using a web browser.

Have you tried accessing your email account without using your VPN?

Have you tried accessing it on a web browser using a mobile device using 3g/4g without the VPN ?

Have tried using a different browser?

Do you get any error messages.

[KatyJo]

Hi - It's me again! I contacted you as my bt mail was blocked to me, plus the MY BT page. I have given up on trying to access it, however, on my Mac keychain is appears that someone signed into my BT email - I am seriously concerned that I was hacked - but how can I be sure and what can I do about it? I would really appreciate some advice as this is really worrying me.  Thank you

[gg30340]

I have moved you onto your original thread to keep everything together.

See link and sub links about hacked email accounts and what to do about it.

Email security | BT Help

[KatyJo]

Hi again

Thank you to everyone who tried to help me get back into my email account. Sadly, after trying everything and now almost a month - still no access to email or MY BT page.  This has caused me no end of problems as I had that email address for over 20 years and most of my apps and contacts are linked to that address - also, my own fault - some of those had an old phone number so there is no way for me to change log ins and such.  I do love a mystery (it's my genre in writing) - but do like a resolution and am totally perplexed over this one. I guess I have to give up now - but I would love to know what happened.

Anyway, thank you all again for trying to help.

KatyJo