Cannot access email

[Maryemm]

Since the outage I have not been able to access my BT Basic email account. Ha anyone else had this problem please,, and been able to resolve it?

[Katie_B]

Hello @Maryemm. 

I would love to see if I can help with this. 

What happens when you try accessing your BT email?

Are you using the app?

Katie

[Maryemm]

Nothing happens. My problem is that I am a former BT broadband subscriber. I have moved into rented accommodation which has Sky. I have used the Basic email though I would now like ton subscribe to Premium. All has been well until the outage. Sky tells me that BT need to repair a line outside the flats but I can access the Net strangely. Oddly I cannot access my G mail account either. Speed is slower that it should be but will probably remain like this until BT re[air the cable. I really need my old email address and email.

I am able to access My BT and see all old details but email.......nothing happens.

[gg30340]

BT do not repair lines. It is Openreach who do that and if there is a fault with your line it is up to Sky to get the fault sorted for you by Sky contacting Openreach.

If you can use the Internet as normal your email account should work as well.

As you should be aware you can only use BTMail Basic when using a web browser and not with an email app such as you may have on your mobile devices.

You could try this link.

BTMail 

If you want to use an email app you will need to subscribe to BTPremium Email.

See link about how to do that.

BT Email products | Types of BT Emails | BT Help

If you are presently using a web browser and can not log onto your email account using a web browser you will need to contact BT 0330.1234.150 and ask to speak to the BT Email Team.

[Maryemm]

Thank you for your help.

I can access BT.com. I am told my email account is active. What I cannot open is the email section. It's a catch 22 situation. I would  likre to pay for  premium email but cannot do so obviously.  I really need Live Chat as I am deaf . A telephone conversation would not be easy at all.

[gg30340]

Have you tried using the BTMail link I posted in my last message? If it does not open BTMail after you have entered your username and password and instead opens a different BT page try clicking on the BTMail button at the top of that page.

If it does not work, what happens?

[Maryemm]

Nothing happens! The pointer remains as an arrow though I can access the other headings. My account has not been suspended, or deleted  s it states Active. I have to wait for Open Reach to see to the line problem obviously though I am able to access some aspects on a slow speed. I need my BT email account for my personal contacts. Sounds as if only a call to BT Help might be able to aid me though someone else will have o do this for me. Live Chat does not work as I am not a BT customer. I wish I were. 

Thank you, All, for your advice. 

[Alex_H]

@Maryemm Does the previous link provided for BTMail not take you straight to the login page to enter your e-mail address and password? Is it not loading that page or is it loading but when you enter your details it isn't taking you to your mailbox? 

Have you tried clearing the cookies and cache for the BT website from your browser or trying to load that link on another web browser to see if it works then? 

Also if you do need to speak to us, you may still be able to access the Message Now button on our contact us page for live chat. We also have details for the text relay service for our deaf customers on that page, if you are able to use that to speak to us.

Alex

[Maryemm · Accepted solution]

Thank you so much for your efforts to help me. I have now been told there is a major fault that will be dealt with on the 29th. Using another connection I am able to access my BT, thank Goodness. 

[Ali_A]

Thanks for keeping us updated with this @Maryemm 

Glad to hear you're able to access your emails through another connection now. 

You can follow @gg30340 steps when you're ready to upgrade to Premium Email. 

Ali