Email not being receiving whilst on 4G

[Karen1]

I have recently upgraded to Smart Hub 6 and not sure if this is anything to do with it but whilst out of the house I cannot receive incoming emails to my iPhone Mail app - I can see them if I log in to BT internet webmail.

The moment I walk into the house and phone switches to wifi the iPhone mail app shows the emails.

I've looked at the obvious things under settings like push and fetch and everything looks normal and have shut down phone and opened it and still the same.

Any ideas what the issue could be?

[gg30340]

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

[Karen1]

I am presently a BT broadband customer.  We were told when we upgraded that it is now EE but that we don't do anything different and will still access them the same.  

[gg30340]

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@Karen1wrote:

I am presently a BT broadband customer.  We were told when we upgraded that it is now EE but that we don't do anything different and will still access them the same.  

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What you were told is correct but it does not always work out that way. 

Log onto your MyBT, not your MyEE , and go to "Your Products" then "Email Manage". Click on that and look at the top of the page to see what status your account is showing as. It should show "Standard".

[Karen1]

When I go into 'Your Products' it just shows other things like adding TV or landline, all the stuff I don't have.  When I log into BT webmail everything looks fine, its just when I go out and use 4G that my emails don't come through for some reason.

[gg30340]

Can you access your email account on your phone using 4g when using a web browser?

If you can it sounds like your email account has been downgraded to a BTMail Basic account. This can only be used with a web browser and not using an email app such as you will have on your phone. 

See link about the types of email.

BT Email products | Types of BT Emails | BT Help

If you have been downgraded to BTMail Basic you will need to contact BT Billing 0330.1234.150 and they need to change the type of email account you have to a "Standard" email account.

[Karen1]

Thank you - I will look into this.

[Karen1]

I'm actually now thinking it is my mobile phone provider (O2) that is so very slow because it says on my phone 'downloading ?? emails' and it can't cope with opening them.    Opening other links and webpages are fine so maybe more strength is needed for emails!!

[gg30340]

if you have just set up the email account as an IMAP account depending on how many emails you have it can take some time for the emails to download for the first time.

[Karen1]

Hello Distinguished Sage

I'm still trying to sort this!! I have spoken to someone at BT/EE who assured me I have a standard email account.  I explained the problem to him (unable to download BT messages on iPhone mail app whilst using 4G) and he thinks it is something to do with the settings I have set on my iPhone 11 web app.  

On the outgoing server SMTP - 'Primary server' - 'Use SSL' is enabled it states the server port is 465

On the incoming settings under IMAP the server Port is 933

The BT/EE agent thinks these ports are correct but on the instructions on setting up devices on EE (link below at end) it states use Port 587.

Do you happen to know what the ports should be?  

Thank you 

 https://deviceguides.ee.co.uk/apple/iphone-11-ios-18/calls-contacts-messaging/setting-up-your-phone-...