unable to log-in to email

[Mightypedro]

I have been unable to log into email for 10 days now. The problem started when I was travelling in Morocco and the account was automatically protected very time I changed my password as requested. Calling BT has not helped as the issue has to be referred to the Digital security team who promise a call back which never happened on the first occasion and I am still waiting on the second.  . It has got the stage where I cannot even go to bt.com without getting error message TS-0003. The problem is getting serious as I have set up two factor authentication on a couple of accounts and of course cannot see the passcodes once sent. I have tried safari, chrome and edge, I have switched off and reset broadband, all to no avail

[gg30340]

Are you a BT Broadband customer or paying for your email through a BT Premium email account?

How do you normally access your email account, is it using a web browser (web mail) or are you using an email client/app?

How many and which devices do you use to access your email?

Do you use a VPN and have you tried logging on with the VPN turned off?

[Mightypedro]

1i have a a premium email account . No broadband as no BT fibre in my area

2 I normally enter through Apple mail but sometimes go in through webmail which is predominantly how I have been trying to access mail over the last few days 

3 I phone and Apple air 

4 no VPN used. 

thanks 

[gg30340]

I suspect that the problem is at BT's end and may as you have said be related to your trip abroad.

In view of the fact that you were promised calls back which never happened I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

[NeilO]

Hi @Mightypedro I'm sorry to see you're experiencing problems accessing your BT email. The TS-0003 error message normally arises when trying to access BT services from a VPN that has a blacklisted IP address. I'll send you a private message in a moment so you can get in touch with the moderation team and we'll get this looked into.

Thanks

Neil

[Mightypedro]

Thanks, Neil. I did get a call from Dave I think it was in Enniskliin but missed it offering to help. He didn't leave a contact number I am waiting on a call back from customer service. They thought the issue has been solved over the weekend but it hasn't.  

[RobbieMac]

Hi @Mightypedro

Thank you for posting back!

I am sorry for the login problems with your email.

I can see your case has been sent over to the email team and they have it scheduled in to call tomorrow to help sort this out.  Feel free to post back and let us know how you get on chatting with them.

Thanks,

Robbie

[Mightypedro]

Hi Robbie since you asked , and thanks for showing interest, no progress. When I input my user name and password as suggested I get sent to the Your Accounts page which shows my account is protected (my wife's email on the same account works fine) and when I go to reset (which is the only option) I am told that suspicious activity has been detected. I am now waiting a call from the " second tier" team. Does that make sense to you? It's been 15 days without being able to access email now

Regards

Peter

[NeilO]

Hi, @Mightypedro thanks for getting back to us with the update. The tier two team deal with the more complex email issues so it is moving in the right direction, I appreciate the inconvenience caused by this but it is now with the right team to get it sorted.

Thanks

Neil

[Mightypedro]

👍 thanks