Cannot log in to email

[SharonG1]

Peter,

I fully clear browsing history, cookies and caches before being able to log in to BT webmail; as soon as I have done this I can log in.  However, I have to do this every time I want to log in to BT webmail and this issue has been going on for a number of weeks now.

Sharon

[Peter_W]

Thanks @SharonG1.

Are totally separate devices giving the same issue too?

Peter

[SharonG1]

Peter

I have the BT Mail App on my phone so no issue there, and I don't need to go through the log-in process on my tablet and i-pad (although when I have tried to log in via the BT Homepage on these I do have the same problem).

Sharon

[Peter_W]

I'm glad to hear you're able to use these on the other devices @SharonG1, but it's definitely a curious one. 

Have you tried resetting the password for logging in to your account>

Peter

[SharonG1]

Peter

I'm not the only one who uses the desktop - my partner does, and has the same issue. I also log in to my father's email (he's in a care home) and have the same issue, so I'm sure that resetting my password would help. There's also no problem logging in to "MyBT", for which I use the same log in details.

Sharon

[kiloran34]

When I had the problem, resetting the password made no difference. I successfully changed the password but could not log in to MyBT or BT email using a web browser.

[SharonG1]

Thanks - that's useful. I actually meant to say that I'm sure that resetting my password wouldn't help.

[gg30340]

If the problem is only happening on your home network you should try turning off the BT hub for about 30 minutes.

When you turn it back on you should have been issued with a new IP address and hopefully connected to a different BTMail server that will allow the log on.

[SharonG1]

Unfortunately, I don't have a BT hub anymore - I have an EE one following the migration (instigated by BT) from BT to EE last year.

[Peter_W]

Thanks for confirming that @SharonG1.

I'd still recommend giving this a try like @gg30340 recommended, as both EE and BT Hubs use dynamic IP addresses, and doing this restart with a 30 minute break will make sure you're assigned a new IP which may resolve this issue.

Peter