I’m unable to send emails from my iPad or iPhone.

[Andyb911]

By setting up, you mean removing the account from the device (PC or iPad) and then re-adding?   If so, then no... I tried that (and configuring a new device / PC client) and that didn't help.

Interestingly email still arrives when there is a problem - its just sending that is the issue, so I think that means its SMTP only that has the issue.

[gg30340]

@Andyb911 

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

[Andyb911]

Hi - I'm a BT Broadband customer.

[Andyb911]

Happened again yesterday.  Changing password had no impact neither did turning off the router for 30 mins.  

Emails send correctly via bt email app but not via smtp.  However a few hours later and they got sent.  

[Leanne_T]

Hi there @Andyb911 

If this happens again and you're unable to send emails, please get in touch with our email support guides and they will get the email account looked into for you. 

Thanks 🙂

Leanne. 

[Andyb911]

I've done that already and they told me to speak to Microsoft and Apple as its the client app at fault (really!) and to use the BT Email app.

The first bit is rubbish - the second bit 'works' but isn't a satisfactory answer.

[licquorice]

So are you saying that the BT app works, if so the problem is definitely with your other client and not BT. Both clients will use exactly the same SMTP server.

[Andyb911]

Helpdesk confirmed that BT email doesn’t use smtp.  And smtp periodically doesn’t work across multiple client apps…. Then eventually sends the email a few hours later with no change.  

[licquorice]

The BT email app DOES use SMTP. When you say mail app, do you mean mail app or do you mean webmail. They are 2 entirely different things.

[Andyb911]

Support say that the BT App does not use SMTP.  No idea if they are right or wrong.

But to be 100% clear, using either the BT App or webmail works.  Using *any* non BT email client (apple, PC etc) fails.  However, use 4G (and hence not the router and a different IP address) with NO change in config works.

And send via wifi, gets the user/pw wrong warning.  But leave the failed message in the outbox and eventually (ie after a few hours) and it will eventually send.

Either the external IP address is being blocked by BT's SMTP servers, or there is a problem with router or there are some SMTP servers that have a dodgy config.

Not sure how we narrow it down though.