issue with web access of email whilst in China through bt.com/email

[renegadesi]

Hi,  looking from some help from a Mod who knows what they are doing and not the useless help centre outside the UK.  

We were in China a week ago, transiting through Beijing.  went to access email (its a @talk21.com email address) through mail app on IOS and of course BT mail is blocked, so went to try via browser.  

Since then Ive got the error message "Your account is temporarily locked. Please retry in 20 minutes" via webpage but its fine via mail app on IOS.  I really dont want to reset the password, but the call centre only know how to do that.  Can someone just flag that the automated software that detected my attempted log in in Beijing was in fact legitimate and unlock the web log in (bt.com/email) without password reset?

thanks

[Peter_W]

Good afternoon @renegadesi.

Thanks for reaching out to us about this. 

We don't have access to accounts via this public forum, and whilst resetting your password will be the easiest way to get this resolved, if you'd prefer not to go down that route our email specialists may be able to look at other options for you.

Whilst I appreciate you've spoken with our technical team before, I'd definitely recommend getting back in touch. 

They'll do all of the relevant checks from their end, and if they can't resolve it with any option bar the password reset, you could look into the option of raising this with Tier 2 email support for further investigation.

Peter

[gg30340]

It is odd that your email account is working via your app on your phone but not via webmail. It is usually the other way round.

Just to be sure, are you using the format, user.name.t21@btinternet.com,  for your log on username?

[renegadesi]

Hi there, I realise it’s odd, hence why I’ve raised it here! Yes I am using both formats, either xxx@talk21.com or indeed as you have it too. Either way, on whichever browser, comes back with the same results. It’s worked for the past few years with no issue. I’ve just tried it again after leaving it a full 24 hours with the same message.

[gg30340]

Are you only using your iPhone or is this happening on other devices.

Is it happening with your home broadband and your 4/5g connection.

Are you able to check on another network?

[renegadesi]

On iPhone, iPad and windows 11 laptop. On home broadband and mobile network.

[gg30340]

As you have said it works on your phone can you try tethering your laptop to your phone to see if that works.

If it does try a reset of your BT Hub.