Webmail Search fails after 11 seconds timeout

[SiGod]

I use webmail on multiple computers, including my work laptop - it is not possible to install or use mail client apps such as Thunderbird. I am very reliant on the search function, sometimes using it to find messages I sent 5-10 years ago.

Until recently it worked fairly well, it took a long time to return results but the results were there.

Since Apr/May 2026 the search function stopped working completely. It does not even give results for messages received on the same day. After exactly 11 seconds the search fails and returns an error:

This search request took longer than expected and timed out.

Please fix the search function.

[Rach_H]

Hi @SiGod,

Welcome to the Community!

I've raised this with out team for you now, and I'll let you know what they come back with. 

Rach

[Brian21]

Is there an answer yet to this problem of searching and getting an error message ("took too long and timed out") 

[Jonathankee]

Is there an answer to this problem please

[User888]

Good afternoon Rach

Are you able to provide an update to this ongoing issue please?

Many thanks

[Leanne_T]

Hi @SiGod @Brian21 @Jonathankee @User888 

This has been raised to our email support team for investigation. 

As soon as we have an update we will let you all know. 

Leanne.

[Kimberley]

I have been having the same error response.  I am reliant on search function for some documents that have beens sent to me , could you please give us an update on when it is going to be available as soon as possible.

Many thanks

K

[Leanne_T]

Hi @Kimberley 

Thanks for letting us know. 

Once we have more information we will update you all. 

Leanne.

[Leanne_T]

Morning everyone. 

The team have come back to us now and asked if you can try again today and let us know how you get on? 

They have also recommended if you have a large email inbox, to delete/unsubscribe from emails you don't need to make sure the email platform has no timing or performance issues which may happen with larger inboxes. 

Leanne.

[SiGod]

I have just logged-out and logged-in again to my BT webmail account.

Exactly same behaviour as before. Search fails after exactly 11 seconds.

Same result regardless of search string - a company or product name, order ref, person's name, or email address.

The search function fails every time on my Inbox, which has the bulk of my messages, but search works fine in my Sent Items folder which has far fewer items.