Unable to add one BT email to Outlook classic (on Win 11)

[Atty]

Hi all,

Firstly my apologies for the length of this post.

Since purchasing a new laptop with Windows 11 and Outlook classic I have had problems.

I managed to import one BT email address (that is linked to my Broadband)without any problem. I then came to import a second and this is where the problems started.

Through talking(on their chat facility) to BT Tech I discovered that the Basic email needed to merged to my active account. 

After a week of waiting I believe this has been done and me checking with yet another ‘chat’.  One hurdle over! 

Now each time I try to import the second email into Outlook the Server box pops up and will go no further.  It simply loops if I click OK.  Why is one BT email able to be imported and is working fine and the other won’t?

On a subsequent ‘chat’ with BT Tech, they tell me all is well and it is a problem with Outlook servers and I should contact them.  I contacted Microsoft and their servers are working fine and it is BT that is the issue. Rock and a Hard place comes to mind.

BT webmail is working fine for both emails.  My iPhone is working fine downloading both email addresses…… I haven’t changed any settings or passwords it’s just Outlook doesn’t seem to be finding BT servers. 

 Any suggestions would be welcome.

Thank you!

[licquorice]

There have been a number of reports of problems with Outlook. Try a different client such as Thunderbird. If that works you know where the problem lies.

[Atty]

Thank you for the very quick response.  I thought I had downloaded Thunderbird but when it asked me for 9’99$ I realised in time it was the wrong programme.  I then downloaded the freebie Thunderbird and tried to input my email.

Configuration looks ok. 

I know I am putting in the correct password as this works with the BT Webmail and App.  Could it be the username?  I am using my email address.

I then got this message from Thunderbird.

Now not sure what to do?

A😊

[licquorice]

Are you sure your email address has been changed to standard rather than basic?

I'm assuming you are a BT broadband customer

[Atty]

Hi,

Yes I am a BT Broadband customer,  How can I tell if the email is Basic or Standard.  I have been onto my account and can see both email addresses in the Account, so I assume that they are both Standard.

Thanks

A:)

[licquorice]

It shows at the top of the manage emails page.

[Atty]

Hi,

Sorry I haven't answered sooner but today has been one of those day when everything that could go wrong did.

Yes my email products appear to be Standard.

 Earlier  today I uninstalled both Norton and my VPN then tried to import the BT email address into Outlook.  No success sadly.

This was the message.  

I then checked the settings and they seem correct,

What is your verdict on this, is it a BT issue rather than an Outlook one.  I still don't understand why I have been able to import one of my BT email addresses without issue and this second one is proving so difficult.

Many thanks once again for your help.

A:)

[licquorice · Accepted solution]

As you had the same problem with Thunderbird, it would appear to be a BT problem. 

I suspect that although your account shows as Standard, it is still configured as Basic.

I'm afraid you will need to contact customer services.

[Atty]

Hi,

I thought you may like to know the upshot of this issue. 

I contacted 'Chat' yet again and went through various scenarios that hadn't been tried but after quite some time probably an hour he had to admit defeat and gave me a tel number of the email team to try. 0132 ....

Later in the afternoon I rang it.  Well guess what, the tel number wasn't recognised.  By this time I was less than happy.

I then rang a different no 0330 ...... that I had been given for complaints.  I got through virtually straight away to a lovely gent who definitely knew the software like the back of his hand.  After several more failed attempts at this,  he suggested a change of password might work.  Unbelievably it did!  

I am now a happy Bunny.  Somehow BT just wasn't recognising it despite me having access to Web mail with the old password.  Perseverance paid off and it is now working swimmingly.

Many Thanks for your input.  It certainly steered me in the right direction.

A:)

[licquorice]

Glad you got it sorted.

Thanks for the update.