Email folders not visible/ accessible on Android phone

[Peter_W]

I'll continue to feed this one back for you @Martinwales.

Have you tried the BT Mail app on your phone to see if this is without issue as well, and does your wife's phone experience the same issue when logging in via a browser?
Peter

[Martinwales]

Hi I have now tried accessing my BT email account via BT.com on my wife's Redmi Note 10 mobile. 

That phone has exactly the same issue as mine. It is unable to access or display the folders.

[gg30340]

@Martinwales 

Have you cleared the history and cookies of the web browser that you are using and having done that re-started your devices?

If that still does not work try turning your BT hub off for about half an hour. Once it is re started it should have been issued with a new IP address and hopefully connected to a different email server.

[Martinwales]

Thanks for the suggestion. I tried that, but it has made no difference. The folders are still inaccessible when I access mail via BT.com on both Chrome and Opera on my phone.

[Christopher_G]

Hi @Martinwales 

Have you had a chance to try the BT Email app to see if you can access the emails through that?

Chris

[gg30340]

@Christopher_G 

I have the issue on my Android phone so it has nothing to do with the OP's phone, browser or email account.

This problem would appear to be a programming issue with the BTMail browser's "mobile" version of browsers when viewed on a phone's small screen. There is no problem when viewed using the "Desktop" version on the phone.

I found that it works as it should when viewed on an Android tablet with a 9 inch screen hence my previous post that it was OK on Edge. I have not been able to test on any Apple phones or iPads so I can not say if it is only relevant to Android.

The BTMail email team need to have another look at the problem although given their response the last time stating that it was a storage issue I don't hold out much hope of them resolving it. However there is always a first time!

[Christopher_G]

Thanks, @gg30340 

I've messaged the Email team asking them to take another look. Will post an update here when we hear back.

Chris

[Martinwales · Accepted solution]

Delighted to report that I can now view and access all my email folders on my mobile - for the first time in months.

[gg30340]

I have checked and it would appear to be working correctly so the email team would appear to have fixed it.

[Ali_A]

@Martinwales  @gg30340 

Glad to hear you're both able to access your folders correctly now. 

Thanks for getting back to us to confirm. 

Ali