Unable to send or receive e mails on my Sky Broadband using my BT internet e-mail address.

[PaulP7]

I have been using my BT e mail address for many years with Sky but yesterday afternoon my e mail account became unavailable on all my devices. Is it a Sky issue or BT's? any advice please will be welcomed. 

[Mark39]

@PaulP7 can you clarify what you mean by "using my BT e mail address...with Sky"?

Do you mean opening your BT Internet email account to view emails etc. using Sky broadband? If so, are you using an email app or logging in to BT's website via your browser?

Or do you mean using your BT Internet email address as a login username for your Sky account?

[PaulP7]

Hi Mark, thanks for your reply..

You said......

"Do you mean opening your BT Internet email account to view emails etc. using Sky broadband? If so, are you using an email app or logging in to BT's website via your browser?"

Yes that is what I do using "Mail" on my IOS devices. 

[PaulP7]

I have checked in my account info in mail and the status says Offline. 

[GD1]

@PaulP7  Your post has been moved from the email board as your issue is not related to Sky/Yahoo email (which is what that board is for).

[caesarome]

@PaulP7 

Can you access your BT email account if you login to their online site ?

[PaulP7]

Thanks for the idea, I will check this out. 

[PaulP7]

All I am trying to do is find out if this issue initally is with my Sky Broadband or a seperate issue, that is nothing to do with my Sky Broadband.

[PaulP7]

Just found out that my e mail issue is a BT on going problem with many customers at the moment. They hope to resolve the issue within 48 hours. Thank you for all your messages and advice. 

[South+Ken+Len]

I spent some hours on a similar problem at a client site yesterday.  Newly installed Sky Broadband and the customer's @btinternet.com email would no longer send - SMTP server 'wrong password' message.  Take the device off Sky onto another broadband service or Mobile Data and it starts working again.  

Tried setting up the email in Outlook (New & Legacy), Apple Mail and Thunderbird - behaviour exactly the same. 

The only exception is using the BT Mail app on iOS which works fine on Sky Broadband. 

I set up non BT IMAP test email accounts (using my company's Servers) and they worked fine as did iCloud, Outlook and Gmail mailboxes.

All very odd but definitely exclusively a BT SMTP / Sky Broadband issue and needs sorting asap please!

[South+Ken+Len]

Should also add that we were UNABLE to log into BT Webmail from Sky Broadband. 

[JimM1]

@South+Ken+Len What sky Hub was your customer using in the setup and was this a new install for them to join sky!

[South+Ken+Len]

Hi The Sky hub model is SR203

[JimM1]

@South+Ken+Len Good hub, only thing get your customer to logon to there account and set the Broadband shield, off is always perfect but they need to make the decission for restriction levels, takes 24-48hrs for it all to filter through just not an instant, switch it now and done....

[South+Ken+Len]

I changed the Shield to adult only yesterday - although this seems to be entirley about what cantent you can watch?   Today the emails have started sending again.  However, still can't log into bt webmail unless I change the password.  Everytime I change the password, we get in but after that cannot log in again.  It's driving us all a bit mad!  At least the email is fully operational again (for now at least).