I can receive but can't send emails from BT Mail

[joedale]

Hi there,

Since yesterday I can receive emails to my BT Email but I can't send them. Can you help please? Every time I try to send a message I get an error message. I've tried on the Mail app on my iPad, the web portal and the Mail app on my Windows PC. Nothing works.

Best wishes

Joe

[gg30340]

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

If neither of the above your email account may have been downgraded to a BTMail Basic account which can not be used with an email client only with a web browser.

See link

https://www.bt.com/help/email/bt-email-products

[joedale]

I have a talk21.com account. Everything has been working fine up until yesterday. Are you saying that I now have to pay £7.50 a month to be able to use my talk21 account in the iPad Mail app and Mail app for Windows 10? 

[gg30340]

Are you able to send and receive your email if you use a web browser (webmail)?

If you are I suspect that your account has been downgraded to a Basic account and in order to get it to work on email clients or email apps you will need to pay for a BTMail Premium email account.

To confirm this do you have a BTID which you are able to use to log into MyBT and check what your account status is?

[joedale]

I can send and receive emails in the BT Mail web client. I have a standard btinternet account.  I logged into my BT and tried to add my email address to my BTID and I was told that the username or the password were wrong so I’ve changed my password and it’s giving me the same message.

[gg30340]

When you say you use the "BTMail web client" I presume you mean the BTMail email client and not a web browser. Is that correct?

If it correct can you check to see if you can log onto and use your talk21 email account using a web browser such as Edge on your PC or Safari on your Apple devices.

You  have said you have a standard btinternet account. Was that what is showing as the email account status when you log onto your MyBT and go to the manage email section?

When you use your talk21 email account do you use  xxx.t21.btinternet.com as your email address?

[joedale]

I can log into my BT Mail in Chrome using https://www.bt.com on my PC and Safari on my iPad. I've had my talk21 account for 20 years and I think it's refered to as a standard account. The email account status is active. I use xxx@talk21.com as my email address. in My BT it says it's xxx.t21@btinternet.com

[gg30340]

Thanks for that clarity.

As the email account is working as it should when you use a web browser it would suggest that there is nothing wrong with your actual email account and obviously nothing wrong with your password.

When you log onto your MyBT and go to "Your Products" then "Mail, manage" at the top of the page does it show the "Account type"? 

If should show as "Standard" which would allow you to use email clients/apps. If it shows as "Basic" you will not be able to use email clients/apps.

If it shows as "Standard" it would appear to be a problem when using email clients/app which if you post back we can try and remedy.

If it does show as Basic or does not show what the account type is I would suggest that you contact BT 03301234.150 and ask for the email team. They should be able to tell you what status your talk21 email account should be showing as and if it should be "standard" they should be able to correct it or tell you whether or not your talk21 email account would need to be "upgraded" to a Premium email account in order to use email clients/apps.

[joedale]

I've just been talking to the Premium Mail team and I've been told I do have a Premium account already, but the advice was to remove my account from the Mail app on my iPad and Windows 10 PC which is what I've done, but I still can't send emails from those accounts.

[gg30340]

Just for clarity again.

How many email accounts do you have?

You have mentioned the talk21 account. Is there also a BT Premium email account with will be an @btinternet.com account and are there any more?

If more than the Talk21 account which ones can you a) send emails from using a web browser. b) send from an email client/app. c) send from both a web browser and an email client/app?