Suddenly seem to have been downgraded to basic web email.

[terrypin]

I've been a BT customer for decades. Broadband, phone and mail. Two days ago I suddenly found that every attempt to send a BT email failed with an error message that my username and password combination was somehow invalid.

Yet I can successfully send emails from my BT address to my BT email address in other apps:

- from BT Web Email in my PC web browser
- from Gmail in my PC web browser;
- from Gmail on my iPhone or iPad
- from a rarely used IMAP account I have, in Mail on iPad

All arrive OK in my Agent Inbox on my Win 10 PC.
The app I've used (for about 30 years) is Forte's Agent and supports only POP accounts, which may be relevant.

I've been trying to sort this for two full days, with help from the Agent user community, but in vain. I have established that Agent is using the correct username and password.

However I see light! I was pointed to this thread which seems about a very similar issue. I understand the cause was due to an inexplicable 'downgrade' to WEB email.

https://community.bt.com/t5/General-email-queries/BT-server-not-recognising-password-from-email-clie... 

Several user were helped to a solution by the experts here. So I hope that one of you with access to the approriate BT support can get my standard email back please.

Terry, East Grinstead, UK

[licquorice]

To verify if your account has been downgraded, can you temporarily try Thunderbird or EmClient. If that works, your email hasn't been downgraded.

[gg30340]

If you can send from your BTMail account on your "Mail" app on your iPad this would suggest that your email account has not been downgraded to BTMail Basic.

Have you checked via your MyBT > Your Products > Email, Manage to see what account type is showing as ?

I note that you never replied to your last thread about your email.

https://community.bt.com/t5/Webmail/How-to-get-to-BT-email-from-My-BT/m-p/2424522#M1639

[terrypin]

Thanks, appreciate the fast reply. Sorry for my delay but now seen your other reply. Will follow up your suggestions in the morning.

EDIT: I went ahead and checked My Products which confirmed I have a single standard email account as you both suspected. Unfortunately that leaves the mystery unresolved. Tomorrow I’ll post the data.log file that Agent can create temporarily, in case it offers any clues.

Also, I’ve just added a second email account with a new username and password. I’ll test that in the morning.

[terrypin]

The new email account gives the same error message. 

As mentioned before, others can successfully send to my email address. And so can I from web or my gmail app. The error is confined to sending from my Agent client on the PC.

[licquorice]

BT seem to be having problems with their SMTP servers. Disconnect your hub from line for about half an hour. That will result in a different IP address which in turn might lead to accessing a different server in the farm.

[terrypin]

Thanks but just switched back on and tried an email from myself to myself - with same frustrating result.

[gg30340]

The problem seems to be with your "Agent" client. Try stopping that and download and install another email client such as "Thunderbird" to see if that works OK.

[terrypin]

Thanks, agreed.

Have installed Thunderbird and duly sent an  email to my BT account from that same BT account - successfully!

Three  decades or so using Agent (and thousands of archived emails and newsgroup messages)  so need to decide whether to make the break! Or tolerate the hassle of a third email client (Agent, Gmail and Thunderbird).

And I so hate to give up an unsolved puzzle...

Much appreciate your help.

Terry

[gg30340]

Why have a third email client, just set up T'bird to access all your email accounts and stop using the other ones to access your email accounts.

If need be you can still have the other email clients available in order to access your previously archived emails or transfer those emails to T'bird.