iPad and iPhone email settings

[nataliebethune]

I have tried this dozens of times and can’t fix it. I have 3 devices that I have used my btinternet email on for several years. 2 iPhones and an iPad.

I have added and deleted the accounts multiple times using the guide given with the codes 465, 993 and even 587. I have turned the devices on and off multiple times.. I am getting nowhere.

Please help. I’m going round in circles and want to be able to use my btinternet email that I’ve been using for over 20 years. 

thanks

[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

[nataliebethune]

I have the standard account which should still be working 

[gg30340]

If you are a BT Broadband account holder, your email account should show as "Standard" in your MyBT as you have indicated.

How long has this been happening?

What caused you to add and delete the BTMail accounts?

Have you checked if your email account works when you log on using a web browser?

Have you changed the password of your BTMail account?

[nataliebethune]

Hi. Thanks for replying.

i am not a BT broadband customer. I only have the BT email. 

This has happened in the past so I deleted and re-added the accounts to my devices and that has worked previously. I have two iPhones and an iPad.

The error is saying the username and password is not recognised.

This has been happening since Tuesday this week
I can access my emails on the BT server. I changed my password to access my emails on Tuesday.

Nothing is working and I’m going round in circles.

Thank you for responding

Natalie

[licquorice]

If you are not a broadband customer you don't have a standard account.

You either have a Premium account if you are paying £7.50/m or a Basic account if you are not paying.

If you are not paying, your account will have been downgraded to Basic which is only accessible via a browser and not via apps.

[gg30340]

As has been pointed out in message 2 if you are not a BT Broadband customer or paying for a BT Premium email account your email account will have been downgraded to BTMail Basic and it will not be a "Standard" email account as you stated in message3. 

If you check via your MyBT in "My Products"  then "Email, Manage" it will show you the type of email account you have.

The link I posted informs you about the change from "Standard" to "Basic".

[nataliebethune]

Weirdly I have just been able to access my emails on my iPad and iPhones!

not sure how this has happened. 

Thank you for the help and guidance

fingers crossed everything is ok……………