Outlook not showing emails to my primary BT email address

[Marks56]

I prefer to read my emails in Outlook as do not like the BT interface.  I have 3 BT email addresses.  When I go into BT Mail on the BT website, I can see I have 10 unopened emails.  However, in Outlook, none of these messages are showing.  It's been 5 days now.  I have checked the Ports, changed my passwords for my BT email addresses and updated the accounts in Outlook, but still nothing.  Why?

[gg30340 · Accepted solution]

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

See link

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

[Marks56]

Thanks.  I was down graded to Basic email when I moved Broadband elsewhere.  I don't have this issue with the other 2 BT email addresses I also use.  Just the one set up as primary.   

[gg30340]

Give it time, it will eventually downgrade them if they are not attached to a BT Broadband account.

[Marks56]

You are indeed a 'distinguished sage'!

[grahamboyle]

I have the same problem. I have two PCs one Windows 10 and one Windows 11 both with the same problem. The Windows 10 PC was using the new Outlook but had a button to revert to the original Outlook and this cured the problem. The Windows 11 PC had the new Outlook and no option to go back to the original Outlook! I am on Standard eMail account.

[ChasSomerset]

Hello Graham - possibly you have got the simplified ribbon displayed, on your W11 PC ?  Not the classic ribbon?  Go to the far right of the ribbon and click the very small down arrow, to switch ribbon.  

[grahamboyle]

Resolved by downloading Classic Outlook. Clearly a problem with new Outlook! 

[ChasSomerset]

Don't start me Graham, don't start me !   

[Magrox]

When you say BT Broadband customer are you including EE broadband customers? A post by NickBS a Community Manager suggests if you move to EE you don’t change your ability to read emails via Outlook. See post “What happens to my BT Email if I move from BT to New EE?”