Can't log in to email "normally"

[Briancx]

Hi, I’m experiencing a repeatable issue with the BT Mail login page this morning. When I go to the usual BT Mail login screen, the username/password boxes appear for a split second, then disappear. After that, the page shows only the BT logo with moving dots underneath, and it loops indefinitely without loading the login form.
I’ve tested this several times and the behaviour is consistent.
Using an Incognito/Private browser window allows me to log in normally, which suggests a BT session or front‑end redirect issue rather than a local browser fault.
Could you confirm whether there is a known problem with the BT Mail login page today, and escalate this to the relevant technical team?
Thanks.

[licquorice · Accepted solution]

Clear your browser's cookies and cache.

Incognito works because cookies and cache aren't stored.

[Briancx]

Simples! It worked...many thanks!

[Chris__S]

Hi @Briancx 

Thank you for getting back to us and sharing that @licquorice's advice has solved your issue 🙂

Chris S

[SharonG1]

I have had this issue for a number of months now, starting last summer when I was still on Windows 10 and continuing after the move to Windows 11. I did try one of the fixes recommended on this forum (turning the hub - I've now got an EE hub having been "migrated" from BT a couple of years ago - off for 30 minutes and turning it back on again) and everything worked well for a month or so but then the problems returned, i.e. having to clear browsing history and cookies before being able to log in to BT webmail. Another frequent issue is that BT webmail logs me off unexpectedly (has done so while I was on this site), on one occasion while I was composing an email so I had to start all over again once I had cleared browsing history, etc. and logged back in - infuriating!    

[gg30340]

@SharonG1 

Try using an email client such as Thunderbird or one of the many other email clients to access your BTMail. 

The email client automatically logs onto your BTMail account when you use it.  Once you have set it up as an IMAP account you will not need to access your BTMail using a web browser unless you decide to. 

You can have the email client for everyday use and only access your email account if you do not have the use of your own computer or laptop such as when you are away from home.

If you have a mobile phone or tablet and use it to access your email account you are more than likely already using an email client which on a mobile device is called an email app. 

[SharonG1]

Thank you for this suggestion but I'm not sure how practical (presumably I would need to download "Thunderbird"?) it is as my partner also logs in to BT mail on the desktop (and has the same issues) and I also log in to my father's email (he's in a care home but I keep an eye on his emails although they are virtually all "spam" these days). I also make extensive use of the calendar. Accessing emails on my tablet, i-pad and phone is not a problem (although even the BT mail app sometimes has issues) but BT webmail is essential for uploading and downloading documents, which I can only do on the desktop. The ideal solution would be for BT to address BT webmail's stability issues.

[licquorice]

Not sure what you mean by how practical it is to download Thunderbird. Probably take all of 5 minutes to download and configure Thunderbird with multiple email accounts all in one place.

[SharonG1]

Thank you - I'm not very "techy" so didn't realise that you could use it for more than one email account on the same desktop, so presumably each user will need to log in to Thunderbird. I still need BT webmail, however, for the calendar (contains all my meetings, important dates and reminders) unless Thunderbird has one which can be synchronised with the BT one. I'll have a look at Thunderbird and see how it works.  

[gg30340]

---

@SharonG1wrote:

Thank you - I'm not very "techy" so didn't realise that you could use it for more than one email account on the same desktop, so presumably each user will need to log in to Thunderbird. No. When you set up Thunderbird you add each email account you want to access as an individual email account by adding its settings/ email address and password. You would for example add account No1 then when that is completed you would then set up account No2 then add account No3 etc etc. 

You do not need to log into Thunderbird once you have set it up as you have already entered the passwords in for each account so it logs on automatically. You can however untck the box to save the email account's password so that you do need to enter it if you would prefer that for all or just some of the email accounts.

I still need BT webmail, you will still be able to access your webmail as you do now if you need to. however, for the calendar (contains all my meetings, important dates and reminders) unless Thunderbird has one which can be synchronised with the BT one.  You can set up Thunderbird to synch calendars but I don't use it so I can not say how it works. 

I'll have a look at Thunderbird and see how it works.  

---