Can receive but not send emails following change of password on BT

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Level 1

8 points

Can receive but not send emails following change of password on BT

My BT email was hacked. BT shut the account down and fixed the problem. I therefore needed to change my password. since then, I can send and receive emails on the BT website but while I can receive emails, I can’t send them.

I have 4 Apple devices and the problem is on all of them. Different error message on each device but all on the following lines. “The SMTP server, mail.btinternet.com is not responding. Check your network connection and that you entered the correct information in the Outgoing Mail Server field”.

When I and various Apple engineers go into mail accounts, the outgoing server is SMTP but unlike the incoming server part, there is no further information, no server settings drop down list and no possibility of editing in any way. I did manage to add the the Primary Server in the outgoing SMTP server, previously blank, as mail.btinternet.com, sent an email and got the following error message: the sender address was invalid.

Apple asked me to ask BT for host names etc - they were startled and gave me a list of port numbers etc. I have yet to get back to aApple and go through the whole thing again.

Any suggestions, please?

iPad Air 3, iPadOS 18

Posted on Nov 23, 2024 11:51 AM

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Answer 1

razmee209

Level 10

193,764 points

Nov 23, 2024 3:23 PM in response to 7ch100le

7ch100le wrote:

My BT email was hacked. BT shut the account down and fixed the problem. I therefore needed to change my password. since then, I can send and receive emails on the BT website but while I can receive emails, I can’t send them.

I have 4 Apple devices and the problem is on all of them. Different error message on each device but all on the following lines. “The SMTP server, mail.btinternet.com is not responding. Check your network connection and that you entered the correct information in the Outgoing Mail Server field”.

When I and various Apple engineers go into mail accounts, the outgoing server is SMTP but unlike the incoming server part, there is no further information, no server settings drop down list and no possibility of editing in any way. I did manage to add the the Primary Server in the outgoing SMTP server, previously blank, as mail.btinternet.com, sent an email and got the following error message: the sender address was invalid.

Apple asked me to ask BT for host names etc - they were startled and gave me a list of port numbers etc. I have yet to get back to aApple and go through the whole thing again.

Any suggestions, please?

This is BT issue since they are saying your password is wrong, you need to work it out with them.

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Answer 2

7ch100le Author

Level 1

8 points

Nov 24, 2024 12:20 AM in response to razmee209

Thank you. However there was nothing wrong with the password as I was and am able to use it to access BT web email and also it worked to receive emails.

So I double checked the host names etc on the BT help pages and double checked on Google, went back to the mail settings, managed to enter host name in the outgoing SMTP box, this time there was a box asking for my password, entered my password and, as if by magic, the problem was resolved.

As a matter of interest, one of the BT engineers had said that there might be a time lag between the resetting of my BT account and everything working on the Apple devices but when I mentioned it to the expert Apple tech adviser, he was rather dismissive.

Anyway, problem solved!

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