Webmail: stuck in a login loop

[HammyK]

This has been my problem since Friday, was told on a chat yesterday (with EE) that it is a known issue & will be fixed in 4 - 24 hours, Still waiting. Same on Google chrome & microsoft edge. Cleared cache etc. & reset 3 passwords!

[gg30340]

Why are EE telling you about BTMail problems. It is BT that you should contact on 0330.1234.150 but before doing that have you tried what has been suggested in the previous posts.

[elainesm]

When I renewed my contract, BT swapped me to the new digital modem/landline so my monthly direct debit is now taken by EE, not BT.  I tried under BT first but kept getting messages that I am not an account holder so they were unable to help. I then phoned EE, using my mobile in case the modem (and therefore landline connection) had to be turned off. They were very helpful and I now access my e-mails through Microsoft Edge instead.

[elainesm]

I had tried the suggestions previously posted but they didn't work for me.

[Peter_W · Accepted solution]

Hi @elainesm, I'm glad to hear you're able to access these emails through Edge now. 

The last update we had is that if you have the email login page bookmarked from quite a while ago, this may encounter the error described within this thread. 

We recommend any customers delete the old bookmark, clear their cookies and cache, then try logging in direct from the email option at the top of bt.com.

This should fix things, and you can then bookmark the new login page. 

Peter

[elainesm]

Thank you for that further informatin to make BT emails available again. I had cleared cache, history etc but never thought about bookmarks. I have done as you suggested and can now access my emails the usual way but, at least, I now have a backup option if this happens again by using Microsoft Edge too.

Thanks again. xx

[gg30340]

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@elainesm wrote:

I had tried the suggestions previously posted but they didn't work for me.

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Out of interest, did you try message 8?

[elainesm]

Yes, I did but was still getting the loop. I had cleared down cache, cookies, history etc but hadn't thought of the bookmarks subsequently suggested. As I now have access through Edge and Firefox on my laptop and android on my tablet and smartphone was never had a problem, I now have plenty of options if this should happen again. Thank you to the contributors who provided suggestions to resolve this.

[yerlovinunclegumbers]

I had the same issue and so did my wife (trying various things before checking BT Community and finding this thread) — thank you!

I'd deleted browsing history/cleared cache, etc, all to no avail. It was the suggestion of restoring my Chrome settings that finally fixed it.

I deleted my old BT Mail bookmark for good measure as well (as suggested by a moderator in this thread), but this was after already getting webmail access back again. 

What still concerns me though is what caused this to happen in the first place, just out of the blue?