Can't send/receive emails after Digital Voice installation

[Craig14]

Hi,

We had an engineer come to install the digital voice gear two days ago, including all the new equipment.

We have managed to set up our devices to the WiFi, but we are having a problem accessing our email account on apple devices.

We use an email app on there, and when we look at settings and sign-in options, the Host Name is set at mail.btinternet.com, the username is our email address, and we have put in the password. We just keep getting an error message saying: The mail server "mail.btinternet.com" is nit responding. Verify that you have entered the correct account info in Mail settings.

Can anyone help with this, please? 

[gg30340]

If you can connect to the BT Hub and use the Internet there is nothing further you would need to change in order to use your email app. 

Have you tried using a web browser to access your BTMail account to see if the problem is a BT one or if its your app that is the problem.

If you have a mobile phone does that access your email when using your mobile network instead of your house wifi connection.

[Craig14]

Thanks for replying.

We are trying to get access to emails via the website, but the password has stumped us a bit so now locked out for 20 mins.

If we turn off WiFi and use data, message is still the same as above.

[gg30340]

I have assumed that you are trying to access a BTMail email account. Is that correct?

Are you presently a BT Broadband customer or do you pay for a BT Premium email account?

Have you previously had the email accounts working?

The password for the  web browser (webmail) is exactly the same as for your email app on your Apple devices or rather your Apple devices email app password is the same as the one you use on your webmail.

[Craig14]

We've managed to sign into the BT email app finally. We were using a general email app before, but that still says we have a server error. At least We've got access to emails! Thanks so much for the response.

[gg30340 · Accepted solution]

If you have access via the BTMail app I would suggest that you delete your email account from the other email app that is trying to access your account.

It may be that the BT servers see the repeated attempts to log on as someone trying to hack your account and as such BT may lock your your account to protect it.