E mail not working since recent outage

[ssrco02]

Since the recent outage on BT email my wife has not been able to access her emails on her mobile or on her tablet.

She had the same " Sorry we didn't recognise your username or password, please try again message" that we all got but that has now been  replaced by a new one  "Unable to login, No network available"   It is connected and working on other apps. We have uninstalled and re-installed the BT Mail app with no result.

Any ideas please?  Her email is on the same account as mine which is back working ok. 

[gg30340]

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

If neither 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 an email app such as those on mobile devices.

See link

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

If you do fit into one of the above categories has your wife tried logging onto her email account using a web browser?

BTMail  

[ssrco02]

We were a BT broadband customer but got migrated to EE some months ago when the contract renewed.

[gg30340]

Can you answer the question I asked about her logging on to webmail.

Can you log onto your MyBT then go Your Products them Email, manage and check that the email account is showing there and at the top of the page what is the type of account showing as. It should be standard.

[ssrco02]

Confirmed we can get in via webmail but still not via the app.  Looking at the email addresses on MyBT page her account shows as Active, is that what you mean?

[gg30340]

Please blank out the start of her email address in the screen shot. This is a public forum and she could end up with a mountain of spam.

At the top of that page it should show Account Type: Standard. Does your account show that?

[ssrco02]

I don't see anything like that on the My BT, My Products, Email page.
At the top is the account number and below just a list of our email addresses

[gg30340]

It should look like this 

If it is not as above you will need to call BT 0330.1234.150 and ask to speak to the email team. Without knowing the "type" of account it is not possible to know if the email account has the "authority" to use email apps or email clients so there is no point in trying to fix something that may not be able to be fixed at your end.

[ssrco02]

OK thanks, the complication is that we are on holiday at the moment so it will have to wait until we get back

[gg30340 · Accepted solution]

Are you out of the country on holiday?

If you are it may be that the IP address that she is using is with her email app are black listed by BT.

Has she tried using her email when out and about using the phone's 4/5g signal rather that the wireless network where you are staying? 

Can she still access and use her email account using webmail on a web browser.

BTMail