Incoming server (IMAP) has been dropped

[stevesk]

Hi, a couple of days ago my Outlook account to btinternet mail started giving the message that the incoming server (IMAP) had been dropped. I have checked account settings and they are correct (I think) as mail.btinternet.com port 993 SSL/TLS, outgoing mail.btinternet.com port 465.

I can still access BT webmail, and also through my iphone and ipad. My wife also has a btinternet account (with same settings) on her laptop with no problems. The problem is only on my main PC.

I have deleted my profile and created a new one in case it was a corrupted profile but I still get the same message, even with another email address I have. I also tried a POP connection rather than IMAP and still the same. Very frustrating, hope someone can help, seems there are a few people on this community that have had the same issue.

Thanks, Steve

[gg30340]

Are you a BT Broadband customer?

Have you tried setting up a different email client such as Thunderbird to establish if it is an Outlook problem or a BT problem?

The correct settings are as per this link.

BT Email server settings | BT Help

[stevesk]

Hi,

Yes I am a BT Broadband customer

No, not tried Thunderbird, will have a look

The settings are exactly the same as this link

Thanks, Steve

[stevesk]

Downloaded Thunderbird and manually set up with same settings but still cannot connect so probably not an Outlook issue

Thanks, Steve

[gg30340 · Accepted solution]

It might be an issue with the BT email server that you are connecting to.

As a test are you are able to use your iPhone as a wifi hotspot and connect your PC to that, bypassing the BT hub , it will be using a different IP address and BT email server which if it connects it would point to a BT server issue.

If you can not do the above you can try turning off your BT hub for about 30 minutes. When you turn it on it will have been issued with a new IP address and your email account will hopefully have connected to a different BT email server.

[stevesk]

Well done sir! I connected to EE wifi through my phone and created a new profile in Outlook and it connected! 

Would you suggest I now switch off my router for >30 minutes to try and force a new IP address? I normally run all traffic through Norton VPN if that has anything to bear on the situation

Thanks Steve

[gg30340]

I would try turning the hub off but before doing that try turning your VPN off.

There have been a few reports that using a VPN is causing problems with some BTMail accounts.

The email is already sent encrypted so there is little gain using a VPN while using email.

[stevesk]

Many thanks, I have now got my email working in Outlook again. However my old data file was an ost type and it seems you cannot import ost into Outlook, can you help with how to import the ost file please? The only converter I can find is $70 or more which is crazy for a one off job.

If that is impossible, are there any good ost readers so I can access my old emails?

Thanks, Steve

[HenrikZimmermann]

The only real workaround right now is to switch to their recommended Outlook app or use the webmail (mail.bt.com). Several people in the thread confirmed that after the change, IMAP simply stopped working and BT support told them there is no plan to bring it back.

If you still need a proper email client, the most stable option seems to be setting it up as POP3 instead (if you can live with emails being downloaded and removed from the server).

Have you already tried the web version or the Outlook app?

[licquorice]

@HenrikZimmermann what a complete load of nonsense, looks as though it has been written by AI.

Of course BT haven't stopped using IMAP and any client or app will work with BT email.