Cannot forward emails

[CHerrod]

Hi

i just hope there is someone who can solve a little puzzle please. My wife and I both have but emails and bt broadband.  Mainly used on iPad and iPhone. 

My wife suddenly cannot forward an email with the message that  the connection to the outgoing server “mail.btinternet.com” failed.  She can send new emails from both devices but cannot forward one. 

Nothing has happened that we can identify would have caused this. I have looked at the settings for us both and apart from our names all appear identical.  My own email works fine. 

any thoughts would be greatly appreciated.  

Charles

[gg30340]

Has she tried restarting her devices?

Is she using the email app on her devices and not webmail (using a browser)?

If she is has she tried logging onto her BTMail account using a browser and tried forwarding from there 

[CHerrod]

Thank you for replying Yes has tried turning off and on again without success. She uses the app rather than through a browser. She has never mastered that but I could try for her and see?

[gg30340]

Try it and see. It would rule out her account being the problem if it works.

[CHerrod]

Hi again  It works from a web based browser but still not from the mail App on the iPhone or iPad.  So it would seem to narrow i down to something in the settings but I can't see what.

[gg30340]

I don't use Apple devices so I can not check if there is a setting somewhere in the mail apps settings. 

Does this happens even when she is out and about using a different network such as her mobile network?

If it does not I would try turning the BT hub off for about 30 minutes. When you turn it back on your hub will have been issued a new IP address and hopefully be connected to a different BT email server which may resolve the problem.

[CHerrod]

Thank you again.  She generally uses the devices at home so I don't think she will have tried the to forward emails when out and about.  

I have exactly the same and the settings on the Mail App on her phone/ipad look exactly the same as the ones on my own - and mine works OK. 

I will try and hub turning on and off trick!