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Problems with btinternet email
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JohnDavidson
May 5, 2015, 8:08:40 AM5/5/15
to
A colleague has run into problems with his long-standing btinternet email,
and I'd be grateful for any advice.
He collects email via Outlook 2010 on his desktop on Mail on his iPhone
without any problem (both have been running successfully for a couple of
years) but a few days ago, both stopped collecting mail, indicating that
there was a problem with UN/PW. So he called me. I was able to access
webmail via bt.com, but both mail clients were unable to connect, even with
new accounts being set up (I've also tried setting up a Windows Live Mail
account, also unsuccessfully), so we called BT, who were convinced that the
problem was with Outlook and have now spent several days attempting to reset
the account in Outlook, to no avail.
I'm convinced that the issue lies on BT's mail servers: with two different
devices on different networks failing, BT's mail server is the only common
factor. So I've asked BT to reset the email account on their server, which
they've so far failed to do.
Is there a specific technical terminology which I should use with the BT
support techs so they understand exactly what I want them to do? My request
so far has been "reset the email account on BT's own mail servers", but I
fear that's not getting the message across.
TIA
---
This email has been checked for viruses by Avast antivirus software.
http://www.avast.com
and I'd be grateful for any advice.
He collects email via Outlook 2010 on his desktop on Mail on his iPhone
without any problem (both have been running successfully for a couple of
years) but a few days ago, both stopped collecting mail, indicating that
there was a problem with UN/PW. So he called me. I was able to access
webmail via bt.com, but both mail clients were unable to connect, even with
new accounts being set up (I've also tried setting up a Windows Live Mail
account, also unsuccessfully), so we called BT, who were convinced that the
problem was with Outlook and have now spent several days attempting to reset
the account in Outlook, to no avail.
I'm convinced that the issue lies on BT's mail servers: with two different
devices on different networks failing, BT's mail server is the only common
factor. So I've asked BT to reset the email account on their server, which
they've so far failed to do.
Is there a specific technical terminology which I should use with the BT
support techs so they understand exactly what I want them to do? My request
so far has been "reset the email account on BT's own mail servers", but I
fear that's not getting the message across.
TIA
---
This email has been checked for viruses by Avast antivirus software.
http://www.avast.com
Woody
May 5, 2015, 8:24:14 AM5/5/15
to
"JohnDavidson" <JohnDa...@google.blah> wrote in message
news:TfadnVU7LPtaL9XI...@brightview.co.uk...
think there is a config change. My father-in-law had a similar problem
(although I wasn't aware of it) and digging on the BT FAQs found this
detail.
IME BT helpdesk is useless.
--
Woody
harrogate3 at ntlworld dot com
JohnDavidson
May 5, 2015, 8:33:30 AM5/5/15
to
I agree that they're pretty useless. We moved over from Yahoo to BT's own
servers a while ago, and everything has been working fine since then. The
issue, which they seem incapable of understanding, is that the settings are
correct (they have checked, my colleague has checked and I have checked),
but they persist in insisting that I recreate the account in Outlook, which
we've done countless times without success, and of course this has no
influence on the iPhone or Windows Live Mail, which is on a third device on
a different network.
<banging my head on the desk>
Graham J
May 5, 2015, 8:40:49 AM5/5/15
to
Get the internet connection from a different supplier.
Get the emai service from another different supplier
Choose the suppliers according to performance & support.
--
Graham J
Invalid
May 5, 2015, 9:13:39 AM5/5/15
to
In message <1sednSJHRO4EJdXI...@brightview.co.uk>,
JohnDavidson <JohnDa...@google.blah> writes
John,
One thing to check is the iPhone link, or of there is another device
linked to the account.
A friend of mine had similar problems with Outlook mail after receiving
an iPad as a gift. Whoever set up the mail agent on the iPad did so in a
way that kept the link to BT mail open at all times.
Admittedly once the IPad was turned off properly (not just put to
sleep), and the password reset went through she could reconnect Outlook
- but only until she reconnected the iPad - then the cycle started
again.
BT mail did/does not like multiple simultaneous logins - and not only
rejects the second access attempt, but also forces a password reset as
it sees the second attempt as a threat. However it doesn't drop the
already open connection to the iPad.
Is there any chance that another device is already connected?
--
Invalid
JohnDavidson <JohnDa...@google.blah> writes
One thing to check is the iPhone link, or of there is another device
linked to the account.
A friend of mine had similar problems with Outlook mail after receiving
an iPad as a gift. Whoever set up the mail agent on the iPad did so in a
way that kept the link to BT mail open at all times.
Admittedly once the IPad was turned off properly (not just put to
sleep), and the password reset went through she could reconnect Outlook
- but only until she reconnected the iPad - then the cycle started
again.
BT mail did/does not like multiple simultaneous logins - and not only
rejects the second access attempt, but also forces a password reset as
it sees the second attempt as a threat. However it doesn't drop the
already open connection to the iPad.
Is there any chance that another device is already connected?
--
Invalid
JohnDavidson
May 5, 2015, 9:40:51 AM5/5/15
to
John,
One thing to check is the iPhone link, or of there is another device
linked to the account.
A friend of mine had similar problems with Outlook mail after receiving
an iPad as a gift. Whoever set up the mail agent on the iPad did so in a
way that kept the link to BT mail open at all times.
Admittedly once the IPad was turned off properly (not just put to
sleep), and the password reset went through she could reconnect Outlook
- but only until she reconnected the iPad - then the cycle started
again.
BT mail did/does not like multiple simultaneous logins - and not only
rejects the second access attempt, but also forces a password reset as
it sees the second attempt as a threat. However it doesn't drop the
already open connection to the iPad.
Is there any chance that another device is already connected?
-------------------
One thing to check is the iPhone link, or of there is another device
linked to the account.
A friend of mine had similar problems with Outlook mail after receiving
an iPad as a gift. Whoever set up the mail agent on the iPad did so in a
way that kept the link to BT mail open at all times.
Admittedly once the IPad was turned off properly (not just put to
sleep), and the password reset went through she could reconnect Outlook
- but only until she reconnected the iPad - then the cycle started
again.
BT mail did/does not like multiple simultaneous logins - and not only
rejects the second access attempt, but also forces a password reset as
it sees the second attempt as a threat. However it doesn't drop the
already open connection to the iPad.
Is there any chance that another device is already connected?
A good suggestion, but we've gone down this route: we powered down the
iPhone, reset the password, logged in OK on bt.com, logged out, reset the
Outlook account and still no luck.
Woody
May 5, 2015, 9:47:30 AM5/5/15
to
"Graham J" <gra...@invalid.com> wrote in message
news:miadmg$ldc$1...@dont-email.me...
(Stop shouting Graham!)
Davey
May 5, 2015, 11:21:53 AM5/5/15
to
Anything but BT.
--
Davey.
Kraftee
May 5, 2015, 3:44:05 PM5/5/15
to
"Davey" wrote in message news:mian6g$utl$4...@n102.xanadu-bbs.net...
BT's not that bad if you only use the link.
I left their servers (come to think of it I've never used them) years
ago.
Mind you going elsewhere can be a problem when they change the site
and don't tell the users the new rules or URLs but I eventually got to
the bottom of that (which reminds me I have to put a fire underneath
them tomorrow (via the phone).
I left their servers (come to think of it I've never used them) years
ago.
Mind you going elsewhere can be a problem when they change the site
and don't tell the users the new rules or URLs but I eventually got to
the bottom of that (which reminds me I have to put a fire underneath
them tomorrow (via the phone).
Michael Chare
May 6, 2015, 12:53:15 PM5/6/15
to
On 05/05/2015 16:21, Davey wrote:
>
> Or Zen. the Lancastrian one.
> Anything but BT.
>
I have had free email from BT as a result of my dial up account which I
>
> Or Zen. the Lancastrian one.
> Anything but BT.
>
closed more than 10 years ago, though I have not made much use of it as
I got email from my broadband supplier. On the whole I can not complain
except that last year I got an email from Kuoni advertising a holiday.
The email was routed to both BTinternet and Plusent email accounts.
I saw the advert on my Plusent account and booked the holiday which was
very reasonably priced. I then found that BTinternet had not forwarded
the email to me as they thought it was spam.
I now have a Plusnet email only account as my current ISP does not offer
an email service.
--
Michael Chare
Graham.
May 8, 2015, 5:18:55 PM5/8/15
to
--
Graham.
%Profound_observation%
notya...@gmail.com
May 9, 2015, 12:23:59 PM5/9/15
to
On a fairly frequent (~fortnightly on average), but irregular basis BT decides that your password is invalid and makes you change it. The main cause for this appears to be accessing one's email from multiple devices. I have Outlook (formerly OE) on my main PC, also maintain it on my phone and tablet and occasionally access it remotely via web mail. Being accessed from multiple IP addresses, possibly simultaneously seems to be the trigger to do this.
Quite a PITA, especially if it happens when I am away somewhere and have to do a fiddly password change on a smart phone.
Message has been deleted
David Wade
May 9, 2015, 6:35:12 PM5/9/15
to
into a gmail account and then access every thing via imap or the gmail
mobile client, which appears to use some http interface. Gmail may make
me verify via some other route (text message or just entering a phone
number) but its never made me change my password, even in China....
Graham J
May 10, 2015, 3:46:36 AM5/10/15
to
Phil W Lee wrote:
[snip]
>
> If I had a business critical need for email (or indeed internet in
> general), I'd have a second line on a different ISP as well, to ensure
> continuity on all but line faults crippling the cabinet.
I have two ADSL connections - mainly to get better bandwith since I am
in a very rural location just a short distance from the A11 - one with
Zen, the other (for historical reasons) with Demon.
The number of occasions when both connections fail simultaneously is
quite high. I am aware that this is to be expected during a
thunderstorm, but that isn't very frequent.
I suspect the problem is OP technicians - whenever they touch anything
round here then seem to break lots of ADSL connections. Happily the
failed conenctions usually recover within a few minutes.
--------------
Norfolk County Council is supposed to be funding "Better Broadband for
Norfolk" but the village where I live is fed from a cabinet 3km distant,
at a road junction. So no chance of VDSL giving any better than ADSL at
that range. BT show no signs of wanting to put a cabinet actually in
the village and running all our connections through it.
There neither any sign of useful 3G as an alternative. Norwich has
mobile coverage, and there's some high land (! - this is Norfolk,
remember!) a few miles away where a 3G dongle does get a signal - but
otherwise - zilch!
--
Graham J
[snip]
>
> If I had a business critical need for email (or indeed internet in
> general), I'd have a second line on a different ISP as well, to ensure
> continuity on all but line faults crippling the cabinet.
I have two ADSL connections - mainly to get better bandwith since I am
in a very rural location just a short distance from the A11 - one with
Zen, the other (for historical reasons) with Demon.
The number of occasions when both connections fail simultaneously is
quite high. I am aware that this is to be expected during a
thunderstorm, but that isn't very frequent.
I suspect the problem is OP technicians - whenever they touch anything
round here then seem to break lots of ADSL connections. Happily the
failed conenctions usually recover within a few minutes.
--------------
Norfolk County Council is supposed to be funding "Better Broadband for
Norfolk" but the village where I live is fed from a cabinet 3km distant,
at a road junction. So no chance of VDSL giving any better than ADSL at
that range. BT show no signs of wanting to put a cabinet actually in
the village and running all our connections through it.
There neither any sign of useful 3G as an alternative. Norwich has
mobile coverage, and there's some high land (! - this is Norfolk,
remember!) a few miles away where a 3G dongle does get a signal - but
otherwise - zilch!
--
Graham J
bert
May 10, 2015, 10:56:11 AM5/10/15
to
In article <mim22u$scm$1...@news.albasani.net>, David Wade
<dave....@gmail.com> writes
I connect from a number of devices but haven't had a password problem
for months.
--
bert
<dave....@gmail.com> writes
for months.
--
bert
notya...@gmail.com
May 10, 2015, 12:24:26 PM5/10/15
to
On Sunday, 10 May 2015 08:46:36 UTC+1, Graham J wrote:
> Phil W Lee wrote:
> [snip]
> >
> > If I had a business critical need for email (or indeed internet in
> > general), I'd have a second line on a different ISP as well, to ensure
> > continuity on all but line faults crippling the cabinet.
>
> I have two ADSL connections - mainly to get better bandwith since I am
> in a very rural location just a short distance from the A11 - one with
> Zen, the other (for historical reasons) with Demon.
>
> The number of occasions when both connections fail simultaneously is
> quite high. I am aware that this is to be expected during a
> thunderstorm, but that isn't very frequent.
You need to eliminate common mode failures. BT and most other ISP's wire back to the same exchanges so problems there or at the concentrators will knock out both lines.
> Phil W Lee wrote:
> [snip]
> >
> > If I had a business critical need for email (or indeed internet in
> > general), I'd have a second line on a different ISP as well, to ensure
> > continuity on all but line faults crippling the cabinet.
>
> I have two ADSL connections - mainly to get better bandwith since I am
> in a very rural location just a short distance from the A11 - one with
> Zen, the other (for historical reasons) with Demon.
>
> The number of occasions when both connections fail simultaneously is
> quite high. I am aware that this is to be expected during a
> thunderstorm, but that isn't very frequent.
For a basic SoHo set up my recommendation is: -
Draytek 2860vn
ADSL - BT Infinity
VDSL - Virgin cable
3/4G - SIM free dongle (buy P&G SIM if both lines go down)
Wi-Fi - research sharing arrangements with neighbours in advance or use BT-Fon.
Bob Eager
May 10, 2015, 12:54:59 PM5/10/15
to
On Sun, 10 May 2015 09:24:24 -0700, notyalckram wrote:
> You need to eliminate common mode failures. BT and most other ISP's
> wire back to the same exchanges so problems there or at the
> concentrators will knock out both lines.
>
> For a basic SoHo set up my recommendation is: -
>
> Draytek 2860vn
> ADSL - BT Infinity
Surely VDSL?
> You need to eliminate common mode failures. BT and most other ISP's
> wire back to the same exchanges so problems there or at the
> concentrators will knock out both lines.
>
> For a basic SoHo set up my recommendation is: -
>
> Draytek 2860vn
> ADSL - BT Infinity
MB
May 12, 2015, 4:17:02 AM5/12/15
to
On 05/05/2015 13:08, JohnDavidson wrote:
> A colleague has run into problems with his long-standing btinternet
> email, and I'd be grateful for any advice.
I don't use BTINTERNET for my main mail source but it is polled with the
> A colleague has run into problems with his long-standing btinternet
> email, and I'd be grateful for any advice.
other servers by OUTLOOK. As long as I can remember there being periods
where this fails and I get the error message on OUTLOOK that the
password is incorrect, this often gets so annoying that I temporarily
change the address of the server so it fails to connect.
This will often continue for hours or even days until it starts working
reliably.
I agree that the BT 0800 help desk is rarely of any help. I don't think
I have contacted them for a mail fault but they are rarely of any help
when there is a network fault - we had one affecting the whole of North
of Scotland which was never passed onto the network control people! I
tend to find BT's own BT Community Forums are better. They are not
always monitored by BT but there is plenty of expertise there and
messages do sometimes get through to them.
https://community.bt.com/
The other method now is that, like most large companies and
organisations, BT monitor Twitter and there are plenty of reports of
people getting a better response by that route.
notya...@gmail.com
May 13, 2015, 4:07:11 PM5/13/15
to
On Tuesday, 12 May 2015 09:17:02 UTC+1, MB wrote:
> On 05/05/2015 13:08, JohnDavidson wrote:
> > A colleague has run into problems with his long-standing btinternet
> > email, and I'd be grateful for any advice.
>
> I don't use BTINTERNET for my main mail source but it is polled with the
> other servers by OUTLOOK. As long as I can remember there being periods
> where this fails and I get the error message on OUTLOOK that the
> password is incorrect, this often gets so annoying that I temporarily
> change the address of the server so it fails to connect.
>
> This will often continue for hours or even days until it starts working
> reliably.
I used to get this problem when they first went to Yahoo!, but not recently.
> On 05/05/2015 13:08, JohnDavidson wrote:
> > A colleague has run into problems with his long-standing btinternet
> > email, and I'd be grateful for any advice.
>
> I don't use BTINTERNET for my main mail source but it is polled with the
> other servers by OUTLOOK. As long as I can remember there being periods
> where this fails and I get the error message on OUTLOOK that the
> password is incorrect, this often gets so annoying that I temporarily
> change the address of the server so it fails to connect.
>
> This will often continue for hours or even days until it starts working
> reliably.
Graham.
May 14, 2015, 2:26:25 PM5/14/15
to
On Sun, 10 May 2015 09:24:24 -0700 (PDT), notya...@gmail.com wrote:
>On Sunday, 10 May 2015 08:46:36 UTC+1, Graham J wrote:
>> Phil W Lee wrote:
>> [snip]
>> >
>> > If I had a business critical need for email (or indeed internet in
>> > general), I'd have a second line on a different ISP as well, to ensure
>> > continuity on all but line faults crippling the cabinet.
>>
>> I have two ADSL connections - mainly to get better bandwith since I am
>> in a very rural location just a short distance from the A11 - one with
>> Zen, the other (for historical reasons) with Demon.
>>
>> The number of occasions when both connections fail simultaneously is
>> quite high. I am aware that this is to be expected during a
>> thunderstorm, but that isn't very frequent.
>
>You need to eliminate common mode failures. BT and most other ISP's wire back to the same exchanges so problems there or at the concentrators will knock out both lines.
>
>For a basic SoHo set up my recommendation is: -
>
>Draytek 2860vn
>ADSL - BT Infinity
>VDSL - Virgin cable
>3/4G - SIM free dongle (buy P&G SIM if both lines go down)
>Wi-Fi - research sharing arrangements with neighbours in advance or use BT-Fon.
I'm not sure what the generic name for Virgin Media's cabinet to
>On Sunday, 10 May 2015 08:46:36 UTC+1, Graham J wrote:
>> Phil W Lee wrote:
>> [snip]
>> >
>> > If I had a business critical need for email (or indeed internet in
>> > general), I'd have a second line on a different ISP as well, to ensure
>> > continuity on all but line faults crippling the cabinet.
>>
>> I have two ADSL connections - mainly to get better bandwith since I am
>> in a very rural location just a short distance from the A11 - one with
>> Zen, the other (for historical reasons) with Demon.
>>
>> The number of occasions when both connections fail simultaneously is
>> quite high. I am aware that this is to be expected during a
>> thunderstorm, but that isn't very frequent.
>
>You need to eliminate common mode failures. BT and most other ISP's wire back to the same exchanges so problems there or at the concentrators will knock out both lines.
>
>For a basic SoHo set up my recommendation is: -
>
>Draytek 2860vn
>ADSL - BT Infinity
>VDSL - Virgin cable
>3/4G - SIM free dongle (buy P&G SIM if both lines go down)
>Wi-Fi - research sharing arrangements with neighbours in advance or use BT-Fon.
premises data technique over co-axial cable is, but I'm pretty certain
it's not VDSL.
--
Graham.
%Profound_observation%
Paul Cummins
May 14, 2015, 4:38:03 PM5/14/15
to
In article <crp9la18p08dtkkg8...@4ax.com>, m...@privicy.net
VDSL is BT Infinity.
--
Paul Cummins - Always a NetHead
Wasting Bandwidth since 1981
Please Help us dispose of unwanted virtual currency:
Bitcoin: 1LzAJBqzoaEudhsZ14W7YrdYSmLZ5m1seZ
(Graham.) wrote:
> I'm not sure what the generic name for Virgin Media's cabinet to
> premises data technique over co-axial cable is, but I'm pretty
> certain
> it's not VDSL.
DOCSIS
> I'm not sure what the generic name for Virgin Media's cabinet to
> premises data technique over co-axial cable is, but I'm pretty
> certain
> it's not VDSL.
VDSL is BT Infinity.
--
Paul Cummins - Always a NetHead
Wasting Bandwidth since 1981
Please Help us dispose of unwanted virtual currency:
Bitcoin: 1LzAJBqzoaEudhsZ14W7YrdYSmLZ5m1seZ
Andy Burns
May 14, 2015, 4:43:48 PM5/14/15
to
Paul Cummins wrote:
> VDSL is BT Infinity.
Well, the other way round really ...
> VDSL is BT Infinity.
Well, the other way round really ...
Paul Cummins
May 14, 2015, 4:54:02 PM5/14/15
to
In article <mdqdnafSwelilcjI...@brightview.co.uk>,
usenet....@adslpipe.co.uk (Andy Burns) wrote:
> *From:* Andy Burns <usenet....@adslpipe.co.uk>
> *Date:* Thu, 14 May 2015 21:43:44 +0100
The Cabinet or FTTC.
And very good it is too.
DOCSIS is also FTTC, but not VDSL. But you have to remember that to all
intents and purposes, the Virgin exchange IS the cabinet.
usenet....@adslpipe.co.uk (Andy Burns) wrote:
> *From:* Andy Burns <usenet....@adslpipe.co.uk>
> *Date:* Thu, 14 May 2015 21:43:44 +0100
>
> Paul Cummins wrote:
>
> > VDSL is BT Infinity.
>
> Well, the other way round really ...
>
>
>
Indeed. so-called BT/TalkTalk/Sky fibre is VDSL - also known as Fibre To
> Paul Cummins wrote:
>
> > VDSL is BT Infinity.
>
> Well, the other way round really ...
>
>
>
The Cabinet or FTTC.
And very good it is too.
DOCSIS is also FTTC, but not VDSL. But you have to remember that to all
intents and purposes, the Virgin exchange IS the cabinet.
Andy Burns
May 14, 2015, 5:06:13 PM5/14/15
to
Paul Cummins wrote:
> also known as Fibre To
> The Cabinet or FTTC.
> And very good it is too.
I'm grateful we can now get it, it's still years away for many.
> also known as Fibre To
> The Cabinet or FTTC.
> And very good it is too.
> to all intents and purposes, the Virgin exchange IS the cabinet.
MB
May 15, 2015, 5:25:35 AM5/15/15
to
On 14/05/2015 21:38, Paul Cummins wrote:
> In article <crp9la18p08dtkkg8...@4ax.com>, m...@privicy.net
> (Graham.) wrote:
>
>> I'm not sure what the generic name for Virgin Media's cabinet to
>> premises data technique over co-axial cable is, but I'm pretty
>> certain
>> it's not VDSL.
>
> DOCSIS
>
> VDSL is BT Infinity.
>
Now VDSL2
> In article <crp9la18p08dtkkg8...@4ax.com>, m...@privicy.net
> (Graham.) wrote:
>
>> I'm not sure what the generic name for Virgin Media's cabinet to
>> premises data technique over co-axial cable is, but I'm pretty
>> certain
>> it's not VDSL.
>
> DOCSIS
>
> VDSL is BT Infinity.
>
notya...@gmail.com
May 16, 2015, 5:48:31 AM5/16/15
to
0 new messages