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email account broken

exaltedwombat
Member

A longstanding email account ****.t21@btinternet.com has not been accessible since the end of last week. Phone support isn't answering.   I got through to chat, and I think to an actual person,  but couldn't make her understand the problem was with the email account, not with logging on to My BT (which is ok).   Email won't recognise the login, Change Password rejects the security answers.

Help!    This email is the primary point of contact for a business!

4 REPLIES 4

kelper
Grand Master

Use Gmail or Outlook until it's fixed.  They are both free.  One of the nice moderators will reply soon so make sure you stay online or subscribe to email notifications.

 

https://business.forums.bt.com/t5/user/myprofilepage/tab/user-subscriptions:notification-settings

SamG
Administrator
Administrator

Hi exaltedwombat,

 

Btinternet addresses are for our Residential customers and as such we wouldn't be able to help with any issues relating to these addresses within BT Business. I can see that you've already reached out on the Residential Community Forum and have been directed here by another user. Hopefully a moderator will offer some assistance soon. 

 

If you haven't already, I'd suggest taking a look through the relevant help section on the BT Residential site, found here: I can't log in to my email | BT Help. Otherwise, if you're having trouble getting through on the phone and live chat, I'd suggest reaching out to our Residential team via their Facebook, BTUK, or their Twitter, BT_UK, for the quickest response. 

 

Thanks,

 

^SamG

rachelgomez123
Member

Tips to fix-

 

1 Make Sure I'm Connected to the Net
Your email uses your Internet connection to send and receive mail. It's best to make sure that it works with things like browsing webpages first, before continuing.
Open your browser. In the address bar at the top, type in google.com, then push Enter or Return.
Browser address bar with google dot com filled in.
Make sure the Google page comes up. Type in something to search for, and select Google Search.
Google search page with search box and Google Search button highlighted.
Make sure your search results come up.
Google search results.
Troubleshoot Internet Connection
If you had problems with searching or using your browser, your Internet connection is the problem. Follow this guide for help resolving your Internet connectivity problems, and your email problems will most likely be fixed as well.


2 Check for Updates
Select the Start menu.
Windows 10 Start button
Select the Settings button on the left side of the start menu.
Windows 10 Settings icon
Select Update and Security.
Windows Settings with Update and Security highlighted.
Select Windows Update on the left, then select Check for updates.
Windows Update with Windows Update and Check for updates highlighted.
Once the system has finished checking for updates, it will automatically download and install the latest applicable updates.
The system also may prompt you to restart, if it does, please do so at your earliest convenience, otherwise the update process will not complete.
If you system was already recently updated, chances are that no further updates are available and your Update status will indicate: Your device is up to date.

 

3 Restart and Install the Update
Before your restart your PC, make sure to save all necessary work to prevent data loss.
WindowsWindows 10
Select the Start menu, then select Power.
click ster then power
Select Restart or Update and Restart.
Restart
Your computer will close all open programs, apply any pending updates, and start back up.


4 Check These Windows Settings
Windows Mail relies on a number of different settings on Windows itself to do everything from encryption (keeping your mail safe from prying eyes), as well as helping your mail provider make sure you are supposed to have access. A quick check of these Windows settings can often help.

Make Sure Date & Time Are Correct
The Date and Time set on your computer is used to help encrypt your email between your mail provider and you, keeping it safer.

Open the Start menu and select Settings.
click start then settings
Select Time & Language.
Time and Language Settings
Select Date & time on the left. It's usually best to have Set time automatically selected, and make sure the Time zone is set properly, and Adjust for daylight saving time automatically turned on. After that, look at the top and make sure the computer shows the right time and date.
Windows Settings for Time and Language with Date and Time, the current date and time, Set time automatically, Timze one, and Adjust for daylight saving time automatically highlighted.
Make Sure the Country or Region is Right
Windows Mail uses some region information to connect to the proper mail server for some mail providers, such as Google.

Open the Start menu and select Settings.
click start then settings
Select Time & Language.
Time and Language Settings
Select Region on the left, and make sure your Country is selected properly.
Windows Settings Time and Language with Region and Country or region highlighted.
Sure the Mail App Can Access My Calendar
Windows Mail integrates a calendar system with your email, and will need access to the Windows Calendar app to do so. This is done through the Privacy settings.

Open the Start menu and select Settings.
click start then settings
Select Privacy.
Privacy Settings
On the left, scroll down to App permissions and select Calendar. Make sure Allow apps to access your calendar is turned On, and Mail and Calendar are On, allowed to access the calendar.
Windows Settings Privacy with Calendar, Allow apps to access your calendar, and Mail and Calendar highlighted.


5 Check Mail Settings
If you know your mail server settings, you can check them quickly to be sure nothing changed on accident.

If your mail provider is any of the following, Windows manages these settings for you, and you will not be able to edit them directly; it is safe to skip this step.

Corporate Exchange Email
Your email address was provided by your company at work and has a custom domain.
If you are not sure of your mail server settings, it's best to contact your mail provider before making any changes to these settings, or continuing with this guide.
Open the Start menu and select Settings.
click start then settings
Select Accounts.
Accounts Settings
Select Email & accounts on the left, select your mail account, then select Manage.
Windows Settings Accounts with Email and accounts, the mail account, and Manage button highlighted.
Verify the settings here are correct for your mail service.


6 Refresh Windows Sync Settings
Sometimes Windows Sync settings don't copy properly, and allowing them to reset can solve problems you may have.

Open the Start menu and select Settings.
click start then settings
Select Accounts.
Accounts Settings
Select Sync your settings on the left, and turn Off Sync settings.
Windows Settings Accounts with Sync your settings and Sync settings off highlighted.
Restart your computer.
Open the Start menu and select Settings.
click start then settings
Select Accounts.
Accounts Settings
Select Sync your settings on the left, and turn On Sync settings.
Windows Settings Accounts with Sync your settings and Sync settings on highlighted.
7 Repair Missing or Corrupted Files with SFC
In order to make sure none of your protected operating system files have become corrupted you need to run a tool called System File Checker. This tool will scan all protected files and in the event they are corrupted, replace them with an undamaged version. This guide will walk you through opening it and running it.

Using your Right Mouse button, right click on the Start menu, and select Windows PowerShell (Admin).
Mouse with Right Mouse Button highlighted.
Windows Start Right Click menu with PowerShell Admin highlighted.
Windows will ask permission to run PowerShell to make changes. Select Yes.
Windows UAC prompt for PowerShell with Yes highlighted.
PowerShell will open, and ask for a command.
Windows PowerShell with Administrative Privilages
Your PowerShell may look slightly different, such as slightly different color based on your color scheme or some slightly different text; this is normal, and it will vary from system to system.
Enter the following command and press Enter on your keyboard:
PowerShell with system file checker command entered
It will take 15 to 20 minutes to run this command, do not close the PowerShell window or turn off your computer.
Restart your computer.

 

Regards,

Rachel Gomez

kelper
Grand Master

His problems have nothing to do with the operating system.  We don't even know if he is using Windows or what version!