18 months of emails gone

[Chloearianna94]

I seem to be unable to access around 18months of emails. I have emails from 2015 but there’s a gap from October 2023 to April 2025. Any ideas why? Or how to recover. 

On my iPhone mail app my emails weren’t coming in regularly so I reinstalled the account. But then I noticed my flagged emails had gone down drastically. That’s when I noticed the gap of emails. 

Apple tried helping but said as it’s BT they can’t help recover. We did a network setting reset but no luck. 

I’ve not been thrown from one BT person to another and having little success after 3 hours of chats and phone calls. They told me to call back tomorrow… 

I don’t understand why I have emails before 31st October 2023 but then a gap of nothing until April 2025. 

[Alex_H]

Hi @Chloearianna94,

Welcome to the BT Community

Just to check, when you login directly to BT Mail rather than through your iPhone e-mail app, are the e-mails available there, they are just not syncing to your iPhone or are they missing there also?   BTMail login

Alex

[Chloearianna94]

Hi,

They are gone everywhere. I’ve tried online, iPhone mail app, iPhone bt email app and MacBook mail app. 

thanks 

[Alex_H]

@Chloearianna94 Thanks for letting me know. I have raised the issue with our E-mail team to take a further look for you into the missing e-mails and I will let you know any updates I hear back from them. 

Alex

[Chloearianna94]

Hi, thank you.

Still unresolved. BT tried to do a recover but could only go back 14 days - this recovered junk and not the emails from 31st October 2023 until 12th April 2025. They told me it is an Apple issue and that the likely reason is that during an iOS update the emails will have been deleted - they suggested it's widespread. I have just come off with Apple who said there's no way that is the case because the emails are not in the mail apps and are also not on the bt weblink - therefore they aren't on the server which is a BT issue.

I seem to be getting sent round in circles. I need to know how and why 18 months of emails have been deleted from the server and I need these recovered. Why would a period in the middle be deleted and not all the emails?

Thanks,

Chloe

[Peter_W · Accepted solution]

Hi again @Chloearianna94.

I've had the final update from our email team on this one, and they've advised that all of the emails we could recover have now been restored, but it wasn't possible for us to locate the ones from the dates you've mentioned here. 

I can't see the full details of the ticket myself, but they've reassured me  we have done everything we can. 

Were you looking for any further updates I would recommend getting in touch with our team directly so they can get this checked.

Peter

[Andy_N]

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@Chloearianna94wrote:

Hi, thank you.

Still unresolved. BT tried to do a recover but could only go back 14 days - this recovered junk and not the emails from 31st October 2023 until 12th April 2025. They told me it is an Apple issue and that the likely reason is that during an iOS update the emails will have been deleted - they suggested it's widespread. I have just come off with Apple who said there's no way that is the case because the emails are not in the mail apps and are also not on the bt weblink - therefore they aren't on the server which is a BT issue.

I seem to be getting sent round in circles. I need to know how and why 18 months of emails have been deleted from the server and I need these recovered. Why would a period in the middle be deleted and not all the emails?

Thanks,

Chloe

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Did you use Imap access for your emails? Did you by any chance just delete a selection of emails from any device to perhaps save space? If this was the case, then the emails will be deleted from the server and effectively deleted on any other device.