BT Email No Longer Working With Email Clients

[mrsjumbo]

Is there anyone out there with a solution?

Our client email programs no longer work with BT Email.  This is Outlook on PCs, Outlook on Android devices and Mail on Apple iOS.  We can access webmail so there is no issue with our usernames and passwords.  Those have been checked in the client programs more times than I would have liked.  We can access other email addresses, such as Hotmail and GMail as we have in the past with no issues.  We experience the same problems both on home Wi-Fi, 5G and external W-Fi networks.  In contrast, the BT Email app works on both Android and iOS with no issues.

The problem appears to be centred around the ability to access the SMTP server.  We've spent a lot of time trying different suggested solutions, as follows:

Devices and programs: updated to the latest versions - CHECK

Validate usernames and passwords: webmail and BT Mail work with login details - CHECK

Validated server settings: mail.btinternet.com 465 SSL Normal password auth password checked (have also used smtp.btinternet.com with 587 START) - CHECK

Tried another email client: Thunderbird - CHECK

Deleting and recreating accounts: deleted accounts but cannot reinsert them due to SMTP failure - CHECK

Contacted BT Support: couldn't suggest anything, nothing changed on the servers - CHECK

So there we are folks; can anyone please suggest anything else?

All the best

jj

[licquorice]

Are you a BT broadband customer?

[mrsjumbo]

Another good point. Sorry, I missed that we're BT Premium email customers so pay our monthly dues. I've checked that on My BT so we should have client access. Thank you for reminding me.

jj

[licquorice]

Well it's certainly not a universal problem as I never use webmail, only clients and there would be far more posts if it was universal.

I don't know quite what to suggest as you have tried all the things to narrow the problem down that I would have suggested.

One thought, does a third party client, Blue Mail for example work on your Android device or only the BT mail app?

[gg30340]

Have you logged onto your MyBT and gone to Your products > Email, manage and checked what the "Account Type" is?

It should be Premium.

If it is not you will need to phone BT Premium Email Team 0808 100 6778 which I suspect you will need to do in any event given that you have already done all the usual checks.

EDIT: Just noticed you have already checked your MyBT.

[mrsjumbo]

I'll give it a go, but Outlook for Android doesn't.

[mrsjumbo]

Nope, same thing with Blue Mail. Right, off to customer support.  I'll update when I have more info.

jj

[mrsjumbo]

Gentle folks,

Thank you for your assistance. Sadly, the account has been double-checked as Premium and the two-factor authentication wasn't supposed to stop access, although other emails, such as Apple, require an app-specific password.

So, we're back to square one. I'll leave this open in case I find a solution, but I'm no further forward.

jj

[gg30340]

Do you have any antivirus or anti malware set up that could be blocking your email?