bmx_2009 error

[Cycler51]

Hi

Having used BT Mail for years and having the top tier of Broadband, Fibre, Halo, whatever it's called these days my email service has been getting steadily worse.  First my email clients stopped working (Outlook, Thunderbird same result) and now I can't even get to my mail via a browser and bt.com.

I was first told to change my password (there was nothing wrong with it but I did as requested), then that my account was suspended, and that I should contact the helpdesk quoting an error bmx_2009.  This really is unfathomable, can someone explain in plain English what the problem is and how to get back into my account?

[Peter_W]

Good morning @Cycler51.

Welcome back to the Community 😊

Just to be sure first of all, is your BT Broadband contract still active and working, or have you recently switched providers?

Non-customers will be downgraded to Basic Mail by default when they switch, which is only available via Webmail rather than separate clients. 

This shouldn't be the case if you're still active with us, though.

Peter

[Cycler51]

Hi, yes I have an active account.  Landline and broadband on a Full Fibre 900 Halo 3+ contract.

If it helps, I divide my time between the UK and India, currently I am in India and maybe logging into webmail from here at odd times of day has triggered some security alert.

Thanks, Jim

[Peter_W]

Thanks @Cycler51, there's definitely a chance this could be triggering something.

I'll get this flagged with our email team and see what they recommend. Once I've got an update I'll be sure to let you know!

Peter

[Cycler51]

Much appreciated @Peter_W .  Are the email team generally quick to respond?  We get so many important things through this email account that we need it back as soon as possible.  If I can take it up directly with them, please give contact details and I will do that.

Jim

[Katie_B]

Hi @Cycler51. 

I will chase this for you this morning and hopefully get you a response today. 

Unfortunately, the team don't have a direct contact for customers. 

Katie

[Katie_B]

Hi @Cycler51. 

I have sent you over a private message for more information. 

Katie

[Andy_N]

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@Katie_Bwrote:

Hi @Cycler51. 

I have sent you over a private message for more information. 

Katie

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Hi.

This error is almost certainly to do with one part of the backend system believing your account has been suspended, hence you are unable to access it via app, client or webmail.

The Mail team need to check and clear this issue. It should be easy/

[Djb838]

I've got the same thing, it's infuriating.  Been unable to get into my email account since Friday night, obviously the people I need don't work weekends, plus there is up to 5 working days wait.  When my BT broadband and TV contract ends I'm leaving.

[gg30340]

@Djb838 

You need to set up a gmail account now because if you do leave BT unless you do that or use some other email service you will no doubt still use your BT email account.