How much later is "later"

[Bert4545]

I was typing an email. I kept getting a pop up asking me to enter a recipient. There was a recipient in the email, so I clicked 'OK' and it went away for a while, but kept on coming back. When I clicked 'Send' I got this message: "We are experiencing issues with the service, please try again later."  I clicked 'Send' a couple of times, and got the same message, so I clicked 'Save Draft' (even though I 'know' that a draft is saved every few seconds(?) minutes(?). I don't really know what happened next. I think the screen went blank and I had to log in again. When I went to Drafts, I found only about half of my  email had been saved. BT email is getting worse. I've been getting these pop ups frequently for some time now, usually very late at night or very early in the a.m. I just wanted to get this off my chest. I'm not tech savvy and I don't like change, so don't bother to tell me to go to another email service. But why doesn't BT do something about the "issues" they are "experiencing"?

[Rach_H]

Hi @Bert4545,

Welcome back to the Community!

I'm sorry to hear about the issues you were having with your email, and that some of your message was lost. Have you been able to send this now, or are you still having trouble?

Have you spoken with our team so they can take some details from you, and look into why this has happened, and work to get this resolved?

Rach

[countrypaul]

I had the same experience recently, at the time I thought that I had been "logged out" due to having been connected for over 24hrs but because I had a composing email open they normal window would not close. I also could not save the full draft (only the early part had been saved), but when I closed the compose email window I was immediately given the main BT welcome screen again. I have not reproduced the problem since but have not tried! 

[Bert4545]

Dear Rachel,

I re-wrote as much of my email as I could remember, but there's always the feeling that it was better before. I was able to send it with no trouble at all, i.e. no pop-ups saying that they were experiencing issues. I haven't spoken to the team -- I didn't know I could. As I don't really know what happened after I clicked 'Save Draft', I don't think I could help the team find out what had happened, so I don't think they could help me. But why do I get a pop-up while I'm typing saying I should give the email a "valid recipient"? I could understand it if I clicked 'Send' when there was no recipient given, but not before I've finished typing and not when there is a valid recipient in the 'To' box. If they say "try again later" I think they should give mew some idea of how long I should leave it -- I minute? 5 minutes? 60 minutes?

[Bert4545]

Dear countrypaul,

Thanks! It's good to know it's not just me, and you are an "Expert". It's odd that you, too, had only half your email saved. I occasionally look in my Drafts box and find whole messages saved there automatically, i.e. without my clicking 'Save Draft'.

[countrypaul]

@Bert4545 I assume that since the BT Email web interface appears to save to draft any email being composed at regular intervals that should your login period expire and you are effectively disconnected that any further attempt to save will fail - triggering a message that happens to be completely misleading in this situation. Once disconnected any attempt to send will fail so we are left with the earlier saved draft (done at a random point in composition) and being unable to send it. In future should this happen I would suggest copying the contents of the email being composed (and save in  Notepad/Word/something suitable) before closing the compose window  which will probably trigger you being logged out. You should then be able to login again and restart composing your email by pasting in what you have manually saved. Note that this is purely based on my limited experience of the problem and my assumption about what is occuring.

[gg30340 · Accepted solution]

For information, when composing an email it is saved every one minute or two minutes or five minutes depending on what has been selected in the "Auto Save Draft" .

This can be changed by the user by going into the email settings which are found by clicking on your user name at the top right hand side then going to "Mail" in the left hand column then select "Auto Save Draft" and select from the drop down box how often you want it saved then click "Save".

If you are composing an email and the auto save is working you should not be logged out of BTMail. If however you are not actively composing an email, ie you have started it but are not actively typing in it or doing anything else within BTMail it is possible that you could be logged out so it would be best that if you are going to leave an uncompleted email for any length of time that you click the "save draft" button so that you will have the work that you have done saved up to that point.