my btinternet mail accounts do not work fully in outlook

Question

I have two btinternet mail accounts, which we transferred to New Outlook, and recently these have encountered problems. On one of the accounts we cannot send emails, but seemingly can receive them. On the other account we cannot send or receive emails.

I have tried asking bt, and they have referred me to Microsoft, saying it is an issue with outlook.

Please let me know if you need more information

Answer 1

After three days of trying to get my BT mail back on outlook I have finally resolved the issue. When we transferred from BT to EE broadband (same company just different name on bill) BT downgraded our emails to "basic" without informing us. There is no way of testing or knowing this, only by phoning BT. Apparently Basic emails cannot be used on outlook! I have now phoned them and our email should once again be standard and function on outlook.

So if you have swapped to EE and your emails stop working on outlook just ring up BT and they will swap them back. Easy once you know!

Answer 2

Hi Peter,

You're very welcome, and thank you for the update.

If your sent messages aren’t showing after re-adding the account, don’t worry just yet they might still be on the server. Please check the webmail version of your BTInternet account to see if your Sent folder is intact there. f the emails are visible in webmail, the issue could be due to IMAP not syncing the Sent folder correctly. Please try in Outlook, right-click your account > IMAP folders. Click Query, find the "Sent" folder, and subscribe to it then restart Outlook and check if your sent emails appear.

Warm regards,

Cherrelyn

Answer 3

Hi Peter,

I'm Cherrelyn, and I’m here to help.

Please try these suggestion:

-Remove both BTInternet accounts from New Outlook.

-Re-add them manually using IMAP settings:

• Incoming server: mail.btinternet.com, Port: 993, Encryption: SSL
• Outgoing server: mail.btinternet.com, Port: 465, Encryption: SSL

-Make sure authentication is enabled for the outgoing server.

Alternatively, if issues persist, switching back to Outlook (Classic) temporarily may help, as it offers more stable support for custom mail setups.

I hope this will help and if you have any question please don't hesitate to reply to this thread.

Warm regards,

Cherrelyn