BT emails not synching to Apple Mail or Outlook

[WillBell39]

Purchased iPhone 17 pro. It won’t download BT emails to the Apple mail app or on Outlook. Contacted both Apple and BT and they blame each other. Apple Engineers carried out loads of tests remotely but say it’s a BT issue. BT deny this. Tried every fix on the help apps as well as AI. Nothing works. Emails still work fine to linked IPad. Settings etc. checked so many times but nothing seems to work. So, so frustrating. Any thoughts please? Thanks in advance.

[gg30340]

Are you presently a BT Broadband customer or are you paying for your email through a BT Premium email account or did you migrate to EE Broadband?

If none of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client or email apps.

See link

https://www.bt.com/help/email/bt-email-products

[WillBell39]

Hello, Thanks, I am a BT Broadband customer and so far as I am aware other than purchasing a new iPhone nothing else has changed. Neither BT or Apple have shown any interest in solving the problem other than blaming each other. 

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[gg30340]

What happens when you try to access your BTMail account?

Have you checked that in your MyBT > Your Products > Email, Manage  that your email account is showing as "Standard"?

The correct settings are as per this link

BT Email server settings | BT Help

Make sure that the "Authentication" is plain and not encrypted.

As a test , if they are correct try downloading the BTMail app to see if that works. 

[licquorice]

@WillBell39 

As you say, the only thing that has changed is the acquisition of a new phone, ergo there is more than a very high probability that is where the problem lies.

[WillBell39]

Thanks, my thoughts too but Apple aren’t having any of that. 

[WillBell39]

Thanks but done all that and downloaded the BT Mail App to receive emails through as they won’t pull through on the Apple mail app. Even then the BT app is slow to sync and when you go to delete emails they randomly reappear in the inbox. No problems with old iPhone or IPad. Apple don’t accept though it could be a faulty phone even though that’s the only thing that has changed other than the network which is now Tesco mobile but they’re not interested either. So 3 way disinterest: BT, Apple and Tesco. Thanks for try to help👍

[gg30340]

Does it work when using your home network and not the mobile network?

[WillBell39]

Hello, It’s even worse without WiFi. The strange thing is when using WiFi the messages I have put into folders download eventually but those that are just in my inbox won’t download or when I send an email from my Apple email to my BT email as a test it download. Totally baffled by it all. I appreciate your help.

[gg30340]

If there is nothing of importance on your phone I would try a reset of the phone so that you are starting with a clean sheet.

Just set up one email app. I would suggest at this stage not to use Outlook.

When setting up the email app enter the settings manually as per the previous link I posted. 

Make sure you are using IMAP and not POP3.

If you have a lot of emails and folders on the BT servers it can take a long time for evrything to synch so just leave it to do that before concluding there is an issue.